Job Description

As the Business Manager, your charter will be to partner with the TWF leaders to orchestrate and execute against the TWF priorities in-quarter, FY, and out years.  Consequently, leadership will spend more time with customers, prospects and their teams.  In short, this position will allow for the TWF workflow leader to focus more on current and out of years GTM and Sales strategies, selling, building relationships, closing sales and scaling the business to the next level of growth.

What you will do in this role:

• Assist in developing, communicating and executing on a multi-faceted plan to grow business across the TWF business. 

• Collaborate with business partners across Bus, Sales Operations, Solution Sales, Solutions Consulting, Solution Sales, Field Sales Field Marketing, Customer Success and GCP to drive alignment on go-to-market strategy; ensure alignment of priorities and goals.
• Coordinate in and out year GTM and Sales planning to ensure the organization continues to scale to support growth expectations.
• Incubate and develop emerging programs that are deemed strategic investments, customer engagement and field comms
• Partner with HR to drive team talent development and consistent recruiting practice, Community and Team Culture
• PM Biz Reviews, Operating Model (with BU, Mktg, Field, GPC and  all business stakeholders), NPI process

Qualifications

To be successful in this role, we need someone who has: 

• The strong operational mindset with a focus on building organizations to scale in a cross-functional capacity.
• Competitive, can do, optimistic, realistic attitude, strong work ethic, humility, and excellent team-building communication and listening skills.

Skills that include:

• A history of demonstrated skills of sales operational best practices.
• A consistent track record of meeting and exceeding team quotas.
• Strong forecasting and reporting capabilities.
• Strong Program Management skills and a history of building out sales programs to support Field Sales teams.
• Strong organization, communication, teamwork, presentation, problem-solving, and time management skills.
• Ability to navigate and collaborate through complex opportunities.
• Strong organization, communication, teamwork, presentation, problem-solving, and time management skills.
• The ability to navigate and collaborate through complex opportunities.
• Experience attracting, retaining and developing high-performing, high potential talent through assessing, selecting, onboarding, coaching, and developing.
•  Develop and manage impactful team communications cadence
•  Prepare TWF team’s internal communications and announcements
• Assist with TWF leadership’s communications to customers and internal stakeholders
• Create content for TWF VP external and internal presentations
  Language for ‘skills section’ (candidate should have):
• Excellent written and verbal communication skills in English to craft and convey messaging and ensure followership in actions follow up across TWF
• Strong content creation skills: demonstrated knowledge and proficiency with PPT, experience at crafting internal emails for broader and senior audience

 Education/Experience:

• A Bachelor’s degree; an MBA is a plus.
• 5+ years experience in field sales management, in a matrixed sales environment in the enterprise software space.
• The willingness and ability to travel 10% of the time.

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Job Description

What you get to do in this role:

The GenAI Customer Success team will be responsible for developing, maintaining, and delivering a portfolio of AI Lighthouse engagements in partnership with Sales, Inspire Value, AI Solution Success, Product Success, Platform Outbound Product Management, and Expert Services as well as external vendor partners such as Accenture and NVIDIA. As a GenAI Strategist, you will drive customer outcomes, roadmap, and value realization for GenAI technology within AI Lighthouse accounts and lead GenAI enablement programs and GenAI Impact accelerators for the broader Impact Delivery organization.

• Develop a GenAI roadmap to drive customer adoption and successful utilization of GenAI products across the ServiceNow platform to meet AI Lighthouse customers’ desired business outcomes
• Identify and prioritize opportunities for GenAI innovation and growth within customer accounts
• Create and manage roadmaps for Generative AI technology adoption and maturity across multiple customers
• Facilitate knowledge sharing and GenAI accelerator delivery among customers and internal stakeholders to ensure the effective use of ServiceNow’s GenAI products
• Analyze market trends, competitive landscape, and emerging technologies to stay abreast of industry developments and identify new opportunities for ServiceNow GenAI innovation
• Define and track key performance indicators (KPIs) and conduct value realization exercises to measure the success of AI Lighthouse implementations
• Communicate insights and progress to senior leadership and stakeholders
• Contribute to thought leadership and point-of-view documents, white papers, knowledge base articles, and other documentation to make information about ServiceNow’s GenAI capabilities more accessible to the broader Impact Delivery organization, customers, and partners

Qualifications

 To be successful in this role you must have:

• At least 5 years of experience in a strategy consulting or technology advisory role, experience with a focus on Artificial Intelligence, Machine Learning, or Data Science is preferred
• Proven track record of driving business growth and customer satisfaction through innovative technology solutions
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical audiences
• Strong analytical and problem-solving skills
• Ability to work effectively in a fast-paced, dynamic environment
• Ability to work independently and manage multiple projects simultaneously while meeting tight deadlines
• Experience working with cross-functional teams, including data scientists, engineers, sales, and marketing professionals
• Strong industry connections and network, with the ability to leverage relationships to drive business growth and partnerships
• Customer-focused mindset and commitment to delivering high-quality results
• Must be able to travel up to 50% annually
• Right to work in the country 

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What you get to do in this role: 

The GenAI Customer Success team will be responsible for developing, maintaining, and delivering a portfolio of AI Lighthouse engagements in partnership with Sales, Inspire Value, AI Solution Success, Product Success, Platform Outbound Product Management, and Expert Services. As a GenAI Architect, you will drive customer outcomes, roadmap, and value realization for GenAI technology within AI Lighthouse accounts through hands-on delivery of ServiceNow’s GenAI capabilities and technical advisory activities. You will also lead GenAI enablement programs and GenAI Impact accelerators for the broader Impact Delivery organization.  

• Hands-on delivery of ServiceNow’s GenAI capabilities to customers 
• Providing technical advice and guidance to customers on how to best utilize ServiceNow’s GenAI technologies to achieve their business objectives 
• Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure the successful deployment of ServiceNow’s GenAI solutions 
• Lead GenAI enablement programs for the broader Impact Delivery organization 
• Develop and deliver GenAI Impact Accelerators to drive customer outcomes and value realization 
• Stay up-to-date with industry trends and emerging technologies in the field of GenAI, and apply this knowledge to continuously improve and evolve ServiceNow’s Impact GenAI accelerator offerings 
• Contribute to thought leadership and point-of-view documents, white papers, knowledge base articles, and other documentation to make information about ServiceNow’s GenAI capabilities more accessible to the broader Impact Delivery organization, customers, and partners 
• Creation of HealthScan Definitions to evaluate GenAI readiness and GenAI platform health 

Qualifications

 To be successful in this role you must have:  

• 3+ years of ServiceNow Platform experience 
• ServiceNow Certified System Administrator and other ServiceNow Certified Implementation Specialist certifications desired 
• At least 5 years of experience in a technology advisory role, experience with a focus on Artificial Intelligence, Machine Learning, or Data Science is preferred 
• Proven track record of driving business growth and customer satisfaction through innovative technology solutions 
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical audiences 
• Strong analytical and problem-solving skills 
• Ability to work effectively in a fast-paced, dynamic environment 
• Familiarity with Agile methodologies and experience working in an Agile environment 
• Strong problem-solving skills and ability to work independently or as part of a team 
• Experience working with cross-functional teams, including data scientists, engineers, sales, and marketing professionals 
• Strong industry connections and network, with the ability to leverage relationships to drive business growth and partnerships 
• Customer-focused mindset and commitment to delivering high-quality results 
• Must be able to travel up to 50% annually 
• Right to work in country

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Job Description

Product Team Overview 

We are looking for full-time Masters or MBA graduates with 3-6 years of work experience to join our Product Management team at ServiceNow. As a Product Manager, you will work on complex high-tech problems by undertaking research, designing, and executing analysis, and helping frame and structure complex problems. You will work closely with other team members and stakeholders to accelerate our impact and directly contribute to our overall business strategy. 

Product Management is a team sport at ServiceNow. We have a unique organization structure in which multiple Product Management roles work together to contribute to a product’s success.   

ONLY apply to the role that is most relevant between the Inbound and Outbound. We may still consider you for either - but please only apply to the role that BEST fits what you're seeking. 

Inbound Product Managers plan for and develop new products and future releases of a product. They gather feedback to determine the problems we're trying to solve, then generate a product roadmap. They work with various teams such as release management, design, and engineering development.  

A few key responsibilities of Inbound PMs include:   

• Set product vision & strategy  
• Define the roadmap, requirements & product success metrics  
• Develop and test innovative product ideas   
• Work closely with customers to understand their needs and problems to be solved  
• Own detailed competitive analysis for their feature/product    

Additional possible responsibilities include: 

• Support senior program managers and/or product managers across the entire project lifecycle to deliver critical programs for Service Now initiatives.   
• Work and collaborate directly with Product Managers, Product Design, & Development Teams to build new features and improve adoption on existing features.  
• Build familiarity with scrum process and willingness to contribute to team deliverables.  
• Understand product strategy that sets us up for success as we look to grow to $15B+ in revenue. 
• Research and collect product requirements from key buyer audiences and end-users to determine areas of opportunity for product enhancements. 
• Oversee the product or project timeline, deadlines, milestones as it is being built by development/engineering and communicate with stakeholders to keep them updated.  
• Contribute to the complete product lifecycle, from researching market needs and competition, analyzing customer data, writing product requirements, and delivering product features to market. 
• Understand the technical and business impacts of product decisions that inform tradeoff decisions to optimize against product delivery and customer value.  

Qualifications

• Currently enrolled in an accredited university as a full-time student pursuing a Masters or MBA degree in Engineering, Business Management, Analytics, Computer Science, Information Systems, Applied Sciences, or a related field. 
  • 3 – 6 years of related experience (not to exceed 6 years of experience)
  • Graduating Spring/Summer 2025
• Experience defining and capturing product requirements and transforming them into a product roadmap 
• Strategic mindset: able to drive product strategy that achieves substantial customer value and business outcomes; able to make trade-off decisions considering what’s desirable, viable, and technically feasible. 
• Strong prioritization skills and the discipline to focus on high impact activities  
• Deep curiosity about customer needs, along with building customer relationships and delivering high value solutions 
• Exceptional problem-solving and analytical skills and a proven process of data-validated, hypothesis-driven, experiment-tested decisions. 
• Preferred: Experience or awareness with Agile and the Software Development Lifecycle  
• Preferred: experience working with developers and designers to craft delightful customer experiences in a highly collaborative environment 
• Preferred: Demonstrated project management experience from previous internship, or academic or personal projects 

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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Job Description

What you get to do in this role:

As a Sr. Build and Configuration Engineer, you will be part of a team that is building the next generation build and release platform for ServiceNow. We need your expertise to help develop, scale, automate, and improve the underlying infrastructure, software, processes, and services required to support enterprise software development, quality engineering, and production releases.  This includes the following responsibilities:

·Develop the next generation of the Build platform for a fast-growing development organization

·Support and maintain source code management and build tools (Git/GitHub/Jenkins/Gradle/Nexus)

·Automate provisioning with a variety of cloud and on-prem tooling

·Troubleshooting, problem solving, root cause analysis, and documentation

·Support and improve the build pipeline

·Branching and code repository administration

·Developing productivity tools & plugins

·Automate repetitious processes for scale and reliability

Qualifications

To be successful in this role you have:

·Demonstrable build pipeline, microservice, and problem solving skills

·Proficiency in one or more scripting languages

·Experience in source code management and branching

·Understanding of automated build and release systems

·Passion for automation, continuous improvement, and DevOps culture

·Clear communication skills, both in person and online

·Security and compliance minded

·Fluency in the software development lifecycle

·A strong commitment to customer service

Preferred Qualifications

• Experience in developing automation in large enterprise scale development environments
• Inter-team training and knowledge sharing
• Ability to tune and scale Linux systems
• Experience managing, debugging, and improving build systems
• Experience with agile methodologies
• Fluency in several of the following technologies:
  • Git / GitHub
  • Maven / Nexus
  • Ruby / Perl / Shell Scripting
  • Jenkins
  • Amazon Web Services
  • Chef
  • Linux (CentOS/Fedora/RedHat)
  • Kubernetes / Docker

Basic Qualifications

·3+ years hands on experience with automation, build & deployment processes, and configuration management

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $109,400 - $185,900, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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Job Description

What you get to do in this role:

The GenAI Customer Success team will be responsible for developing, maintaining, and delivering a portfolio of AI Lighthouse engagements in partnership with Sales, Inspire Value, AI Solution Success, Product Success, Platform Outbound Product Management, and Expert Services. As a GenAI Solution Architect (GenAI Architect), you will drive customer outcomes, roadmap, and value realization for GenAI technology within AI Lighthouse accounts through hands-on delivery of ServiceNow’s GenAI capabilities and technical advisory activities. You will also lead GenAI enablement programs and GenAI Impact accelerators for the broader Impact Delivery organization.

• Hands-on delivery of ServiceNow’s GenAI capabilities to customers
• Providing technical advice and guidance to customers on how to best utilize ServiceNow’s GenAI technologies to achieve their business objectives
• Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure the successful deployment of ServiceNow’s GenAI solutions
• Lead GenAI enablement programs for the broader Impact Delivery organization
• Develop and deliver GenAI Impact Accelerators to drive customer outcomes and value realization
• Stay up-to-date with industry trends and emerging technologies in the field of GenAI, and apply this knowledge to continuously improve and evolve ServiceNow’s Impact GenAI accelerator offerings
• Contribute to thought leadership and point-of-view documents, white papers, knowledge base articles, and other documentation to make information about ServiceNow’s GenAI capabilities more accessible to the broader Impact Delivery organization, customers, and partners
• Creation of HealthScan Definitions to evaluate GenAI readiness and GenAI platform health

Qualifications

To be successful in this role you have:

• 12+ years progressive experience as part of a professional services organization; or equivalent education/experience
• Management consulting experience
• Ability to travel up to 80%
• Creativity with comfort running programs independently within a "startup paced" environment
• Success driving complex issues through analysis and resolution
• Ability to relay complex information to diverse set of audiences, both technical and non-technical
• ServiceNow certifications in aligned workflow
• Industry domain expertise in <insert industry>
• Large program experience leading architecture and design
• Enterprise architecture experience
• Cloud application technology experience

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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Job Description

As a member of our Solution Consulting team, you will have a major impact on our future success by supporting our Customer Workflows product sales. In this role, you will have an opportunity to influence revenue growth for one of the company’s most strategic product lines with support from sales, product management and the executive team.

The Advisory Solution Consultant is a technical consultant  with the advanced ability to develop, position and provide  product-specific solutions during sales cycles while achieving quarterly and annual sales goals for an assigned territory.

• You will work in Customer & Industry Workflows, one of ServiceNow’s fastest growing business units
• Support product sales as a technical and domain expert of a client-facing sales team
• Lead discovery & workshops to determine customers' goals and challenges
• Deliver product demonstrations to align our solution with customer needs and value
• Answer product feature and technical questions from customers, channel partners and ServiceNow colleagues
• Provide feedback to product management about product enhancements that can address customer needs and provide additional value
• Share and learn best practices and re-usable assets with other Solution Consultants to enhance the quality and efficiency of the team
• Stay current on competitive analysis and market differentiation
• Support marketing events including executive briefings, conferences, user groups, and trade shows

Qualifications

To be successful in this role you have: 

• Experience creating customer value across Enterprise level customer organizations (Retail industry is preferred)
• 7+ years of pre-sales solution consulting or sales engineering experience
• 3-5 years of experience with Customer Service, Customer Experience, CRM, Field Service or BPM software
• Ability to provide compelling presentations and product demonstrations both virtually and in person, with travel
• Creative problem-solving skills with a flexible mindset and a desire to work in a fast-paced high growth organization
• Experience working collaboratively with product management, product marketing, partners, and professional services
• Territory management skills, including pipeline building and working with Sales counterpart to guide execution excellence

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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Job Description

Qualifications

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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Job Description

You will produce new business with a defined set of ServiceNow's largest existing accounts in our Global Systems Integrator territory. You will oversee executive relationship management for assigned accounts and lead virtual teams, including Solution Sales, Solution Consulting, Support and Professional Services, in supporting our most esteemed clients.

What you get to do in this role:

• Provide strategic leadership to clients
• Be the relationship manager between customers and ServiceNow
• Work with the greater ServiceNow solution teams to develop a ServiceNow solution based on the customer's strategic outcomes
• Manage all Executive relationships between ServiceNow and assigned clients
• Oversee worldwide development of assigned accounts, including development and deployment of worldwide resources
• Build trust and deep multi-tiered relationships through assigned clients' organization, from project/IT teams to CxO level
• Develop a clear roadmap and building capabilities across our clients and ServiceNow teams to promote an outstanding customer experience
• Achieve financial targets set out for the assigned clients, including Licenses, Renewals and Professional Services

Qualifications

To be successful in this role you have:

• 7+ years of experience in client management, and aligning account strategies to revenue opportunities
• 2+ years of experience as a Client Director or equivalent role with validated multi-million-dollar sales solutions experience and Executive level relationship management
• Previous sales experience in IT Service Management, HR, Security Operations, Customer Service and IT Operations Management (within software or IT sales organizations)
• Experience achieving sales targets
• Experience leading virtual or matrixed teams
• Ability to understand broad, macro-level business IT needs for a prospective client
• Travel up to 50% (depending on geography/region)

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Job Description

The GenAI Customer Success team will be responsible for developing, maintaining, and delivering a portfolio of AI Lighthouse engagements in partnership with Sales, Inspire Value, AI Solution Success, Product Success, Platform Outbound Product Management, and Expert Services as well as external vendor partners such as Accenture and NVIDIA. As a GenAI Program Manager, you will manage complex customer adoption engagements to ensure the adoption of ServiceNow’s Now Assist GenAI capabilities. The successful candidate is a results-oriented self-starter with strong program management skills, technical expertise, and exceptional communication abilities to ensure successful implementation and customer satisfaction.

• Provide project management practices, such as planning, scheduling, monitoring, risk management, etc., to drive rigorous project execution throughout the project lifecycle
• Manage cross-functional projects and teams, senior-level stakeholders and customers to provide an exceptional customer experience
• Drive and foster collaboration and efficient decision-making between all internal and external stakeholders, including partners and customers
• Provide regular (weekly, monthly, quarterly) updates to customers as well as to internal stakeholders
• Facilitate project planning meetings, reviews, and retrospectives
• Provide project governance to manage requirements in line with agreed to scope, time, schedule, and business objectives
• Develop and present the project value proposition to customers as part of the initiative and on-going collaboration
• Identification and execution of risk assessment, prevention, and mitigation plans, and efficient identification, tracking and resolution of issues
• Identify gaps between actuals and plan of record, proposing solutions and driving resolutions
• Ensure complete knowledge transfer, record updates, lessons learned, and all transition activities are taking place at the end of each engagements

Qualifications

To be successful in this role:

• Minimum of 5+ years of high-tech/SaaS industry experience
• 3+ years in a customer-facing project management role as part of a professional services organization or similar role
• 5+ years of experience with technology products
• Project Management certification in PMI or similar, desired
• Agile Scrum experience and Scrum Master certification preferred
• ITILv3 or v4 Foundation
• Excellent written and verbal communication skills to include technical and business concepts
• Excellent negotiation and persuasion skills
• Must enjoy working in a highly collaborative fast-paced environment with a willingness to learn new things independently
• Prior experience with implementing or supporting ServiceNow products
• Strong cross-functional, technical Project Management experience and demonstrated experience in leading key projects, including strategic customer programs from inception to successful go-live/post go-live hypercare period
• Ability to think strategically, learn fast, and communicate with impact
• Bachelor’s degree or equivalent experience
• English – fluent

For positions in this location, we offer a base pay of $140,000 - $245,200, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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Job Description

The ServiceNow Ethics & Compliance (E &C) team is a part of the larger 

ServiceNow Legal organization serving as stewards of our ethics culture, 

champions of ServiceNow Code of Ethics and policies, and trusted advisors 

driving integrity across the company and helping the business innovate and 

execute. 

As part of the Office of the Chief Ethics & Compliance Officer (CECO), we are 

hiring an experienced program manager who is proficient in delivering multiple 

key initiatives within a fast paced environment. This role will help drive strategic 

initiatives and programs across the various E &C departments and 

operationalization of primary CECO initiatives. 

What you get to do in this role: 

• Work for a customer centric enterprise with the commitment to provide efficient and effective solutions for businesses, and having a strong employee culture 

• Program Manage E&C strategic initiatives end-to-end, including the development and execution of project plan  

• Responsible for managing, tracking strategic program portfolio and reporting status to CECO on a regular basis 

• Partner with E&C Leadership and their teams for managing progress of the prioritized strategic initiatives and OKRs  

• Project manage E&C Awards and Certifications, and E&C program assessments 

• Manage enhancements and monitor program KPIs and metrics in partnership with Legal Ops, and other Compliance program SMEs 

• Develop trusted relationships with key stakeholders to support in achieving strategic program objectives 

• Create a collaborative team environment that fosters trust, creativity, and Learning 

Qualifications

To be successful in this role you have:

• 8+ years of program or project management, experience in the 

Governance, Risk and Compliance field 

• Experience in owning program strategy, end to end delivery, and 

communicating results to senior leadership 

• Excellent verbal and written communication skills with the ability to 

influence and work cross-functionally 

• Experience using data and metrics to determine and drive improvements 

• Experience working across various stakeholders within multiple functions 

and regions 

• Experience launching new cross-functional programs and governance 

structures, by defining scope, goals and requirements 

• Experience in change management and driving adoption of new 

processes, decisions, and tools 

• Demonstrated ability to influence decisions, manage multiple projects, 

prioritization, planning and task delegation 

• Strong analytical, problem solving, decision-making skills 

• Prior experience at a SaaS, PaaS Cloud company 

• Lean Six Sigma black belt preferred 

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Job Description

Job Description

Team & Role

The Senior Technical Program Manager position is part of a global team who reports to the Senior Manager of Supportability and Readiness.  This position is critical to the support organization as we prepare the support teams for upcoming features, new products, and depreciation of existing features in an effort to provide an exceptional customer experience.

We are a fun and energetic team of technical experts who work cross functionally with development, product and support teams to understand technical features and provide support with an appropriate level of training at the right time. We proactively reduce case volume through a proven risk analysis process and our technical expertise.

What you get to do in this role:

• You will be responsible for ensuring our Global Technical Support Team is ready to support all existing and new releases in the assigned Business Area.   
• Work with Engineering Business Areas and product operations teams to implement the Transfer of Information (TOI) for support around new releases – identify and address risk items, key features, functionality changes, etc.
• You will be responsible for understanding the details of development, identification of training needs, identification of tooling needs, assessment of resource impacts, and identifying other mitigation activities to maximize customer satisfaction of the support received.
• You will be the single point of contact between engineering and Global Technical Support for the assigned products and applications. This includes overall supportability and the readiness of support for new releases.
• You will be working with Engineering and Support teams globally, and will be responsible for striving towards continuous improvement in key Support metrics including Customer Satisfaction, Time to Relief, Time to Resolve, Escalation Effectiveness, etc.
• Work with the global support delivery leaders to ensure that the application is being supported well, Backlog, headcount, knowledge training gaps, includes facilitating and leading initiatives to improve the customer experience.
• Be the point of contact from support with engineering, professional and product operations for the said applications and products.
• Represent Global Technical Support in the development and release process of new family versions, which include providing feedback on architecture design and operability of product features.
• You’ll identify problems other missed, make reasoned decisions with imperfect or ambiguous information, and be proactive in identifying the best path forward
• Advocate and champion design thinking and methodologies throughout the product development lifecycle.
• Work on new, complex, high-priority initiatives while remaining flexible and meeting tight deadlines
• Apply your breadth of experience to model, prototype, and iterate on our existing solutions

Qualifications

Preferred Qualifications:

• BA/BS degree or higher in Business Management, Computer Information Systems (CIS), Management Information Systems (MIS), Operations and Information Management (OIM) or other equivalent combination of education and experience.
• Experience working on and managing large projects or programs with cross-functional teams.
• Deliver solutions and strategies while mitigating or removing obstacles.
• Experience utilizing software to keep projects organized, track metrics, and report on progress.
• At least 2-4 years of experience in Customer Support in a high-tech industry, preferably SaaS environments
• At least 2 years of support services experience, including Technical Support operations and Release Management in a high-tech industry, preferably SaaS environments (ServiceNow, Salesforce, Workday, etc.)
• Exposure and working knowledge of Enterprise Customer Support environments using best practices such as ITIL. Experience on Service products, preferable ServiceNow like ITSM, ITBM, ITOM, etc.
• Excellent leadership skills with the ability to work independently and collaborative with cross functional organizations within ServiceNow
• Collaborate across multiple teams and functions. As such, demonstrated ability to work effectively with his/her peer group and leading by influence is an absolute must.
• Excellent interpersonal, written and oral communication skills, demonstrated by the ability to: listen to and empathize with others; convey confidence; provide exemplary levels of service; resolve conflict effectively; collaborate with, and facilitate groups.
• Outstanding presentation skills and ability to demonstrate value to stakeholders at various functional levels

Preferred Qualifications:

• 5+ years of project/program management experience in mid/large size companies, ideally on a design team
• Leads (or significantly contributes to) large, cross-functional initiatives – and creates successful outcomes
• Acts as a change ambassador by promoting and communicating new ideas to propel innovative and scalable solutions across our organization.
• Communicates with candor and empathy while sharing learnings from individual and team experiences to drive continual improvement for self and others
• Previous ServiceNow experience preferred

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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Job Description

As a Sr. Hardware Standards Engineer you will be a member of the team that is responsible for global hardware design, standards, and architecture.

What you get to do in this role:

• Develop server, storage, and full-rack hardware standards that govern deployments to ServiceNow datacenters worldwide.
• Build and maintain server, storage, cloud service provider, and rack SKU documentation.
• Supports relationships with reseller/integrators, suppliers, and cloud service providers (AWS, Azure, and others.)
• Work to ensure continuity of supply by identifying and validating alternates for incumbent hardware solutions.
• Work directly with hardware manufacturers to evaluate new technologies and products for use in our global infrastructure.
• Design, build, and maintain operational configurations to ensure consistent deployments over time.
• Collaborate with various other engineering teams to plan hardware rollouts and address tactical issues.
• Assist team members with troubleshooting and problem remediation, as necessary.
• Act as a key contributor for quality and process improvement.

Qualifications

To be successful in this role you have:

• 4+ years of datacenter technician and/or technical program manager experience required.
• Experience required in enterprise server solutions, enterprise storage solutions, rack-level power design/management, and complex network cabling design.
• Intermediate understanding of AC/DC power calculations
• Critical attention to detail is a must.
• Demonstrated ability to drive complex problems to resolution.
• Some travel required for first article inspections, trade shows, etc.
• Bachelor's degree or equivalent experience in Computer Information Systems (CIS), Management Information Systems (MIS), or Computer Science (CS) or related field.
• Excellent communication and customer skills, problem solving, conflict management, listening, time management and interpersonal skills required. Must be able to communicate at a level appropriate to the audience.
• Experience using the ServiceNow platform preferred but not required.
• Previous supervisor or leadership skills desired

GCS-23

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Job Description

As a member of our HCLS Solution Consulting team, you will have a major impact on our future success by supporting revenue growth at large and very large Life Sciences organizations. The Core SC evangelizes all products in the ServiceNow portfolio and serves as a single technical leader with the client.  This individual plans and executes large complex technical sales cycles often managing one or more product specialist, additional matrixed sales organizations, and partners assigned to the territory.  This individual will drive trusted advisor relationships with executives and front-line customer stakeholders by leveraging their Life Sciences industry knowledge as well as their broad technical knowledge across the enterprise technical ecosystem.

This is a hands-on technical consultant who can go wide and deep on solution delivery and solution positioning during sales cycles.

What you get to do in this role:

The Advisory Solution Consultant is a technical leader with the advanced ability to develop, position and provide product and domain specific solutions during sales cycles while achieving quarterly and annual sales goals for an assigned territory.

• Support product sales as a technical and domain expert of a client-facing sales team
• Lead discovery workshops to determine customers' challenges and lead product demonstrations to align our solution with customer needs
• Answer product feature and technical questions from customers, channel partners and ServiceNow colleagues
• Provide feedback to product management about product enhancements that can address customer needs and provide additional value
• Share and learn best practices and re-usable assets with other Solution Consultants to enhance the quality and efficiency of the team
• Leverage Life Sciences business case expertise to articulate ways in which the Now platform will drive competitive advantage for their business
• Leverage expertise in low code application development platforms or equivalent to differentiate the Now Platform from competitive solutions
• Stay current on competitive analysis and market differentiation
• Support marketing events including executive briefings, conferences, user groups, and trade shows

Qualifications

To be successful in this role you have:

• 7+ years of pre-sales solution consulting or sales engineering experience
• Proficiency with the ServiceNow platform or technical expertise with cloud software solutions
• Experience working collaboratively with product management, product marketing, partners, and professional services
• Territory management skills, including pipeline building and working with Sales counterpart to guide execution excellence
• Travel, as necessary

FD21

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Job Description

The Strategic Planner within the Real Estate and Workplace Services team,plays a key role in optimizing ServiceNow’s overall Workplace Strategy to effectively utilize our Real Estate portfolio by analysing our data and intimately understanding our customers’ workspace needs. Under the direction of the Head of Planning & Design, the Workspace Strategic Planner will partner with business leaders at the chief-of-staff level to understand the preferred work styles and space requirements for each business area, work cross-functionally with colleagues in Real Estate, Finance Analytics & Insights, Workplace Services Operations, Security, Construction Project Management, Workplace Strategy, and Digital Technology to create an excellent customer experience for all ServiceNow employees.

Major duties involve building relationships with cross-functional teams, anticipating client requirements, and establishing standards and procedures to ensure consistent planning across regions. You will also adjust planning scenarios in response to business changes and portfolio adaptations.

About the Team:
ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.  

The Real Estate and Workplace Services team is devoted to creating inspiring and functional workspaces that embody ServiceNow’s culture and values. We oversee all aspects of ServiceNow’s global workspaces, including design, food services, transportation, and inclusive environments.

Responsibilities include:

• Develop, implement, and manage workspace strategies that promote productivity, collaboration, and employee well-being while optimizing space utilization and ensuring consistent planning across regions. You will also adjust planning scenarios in response to business changes and portfolio adaptations.
• Manage strategic projects ranging from short-term/one-time analyses (such as pilot space or furniture projects) to long-term/ongoing space evaluations (master planning at the campus level, analysing company-level space utilization).
• Use best practices to plan and design for new space, as required due to lease renewal, new location evaluation, refresh/renovation of existing space. Ensure alignment of plans with company goals for effective and efficient use of space, while enabling ServiceNow employees to do their best work.
• Develop and implement change management plans to support employee adaptation to new work environments.
• Understand the unique space needs of ServiceNow’s business units to design effective workspace layouts/environments; keep abreast of industry trends, best practices, and emerging technologies to provide innovative workspace solutions.
• Analyse utilization data to develop and maintain plans; work closely with Finance Analytics & Insights team to evolve and maintain space utilization data and dashboards.
• Develop tools and frameworks to assist the local real estate executive team and business units in decision-making.
• Strategic Development: Collaborate with cross-functional teams and leadership to develop and execute comprehensive strategies. Guide strategic recommendations and proposals through review and approval processes.

Qualifications

Minimum Qualifications:

• Education: Bachelor's degree in a related field, or equivalent practical experience.
• Experience: 5+ years of experience in strategic planning or real estate portfolio planning.

The right candidate is/has:

• Proficiency with technology tools such as spreadsheets, presentation software, CAFM applications, visualization tools, and statistical packages.
• Experience in developing real estate solutions with regional portfolio leads, customers, and business partners.
• Demonstrated ability to solve complex problems using quantitative data analysis and modeling.
• Knowledge in extended workforce procurement and management.
• Understanding of real estate finance, investment, financial analysis, construction, and project timelines.
• Strong analytical skills, flexibility to work with shifting scope and deadlines.
• Ability to integrate complex data from various systems (HR, Finance, etc.) to inform real estate decisions. Experience with Computer Assisted Facility Management (CAFM) systems and Computer-Aided Design (AUTOCAD) to effectively manage and organize headcount data, facility space plans, move management, employee location data, product test fits/block plans, etc.
• Strong analytical skills, flexibility to work with shifting scope and deadlines.
• An effective communicator, able to convey complex analyses in a clear, concise manner both verbally and in writing; comfortable in business and technical discussions.
• Demonstrated skills as an influencer and relationship builder; change management experience a plus.
• Strong team player who is also an independent thinker, comfortable challenging the current way of doing things, looking for innovative ways to resolve space challenges.
• Self-starter who thrives in a fast-paced, collaborative, dynamic, high-growth environment.

JV20

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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Job Description

Overall Role

Reporting to the Vice President, Global Strategic Customers - Elevate, the mission of the Director - AMS Strategic Engagements (Large Deal Pursuits) is to drive ServiceNow’s long-term revenue growth and profitability through larger and more strategic transactions across our Americas business. The leader will act as an in-region deal expert, responsible for driving end-to-end deal strategy, developing creative commercial structures, and leading complex negotiations for our most strategic deals. 

The Director - AMS Strategic Engagements (Large Deal Pursuits) will help define and follow a consistent programmatic approach to help the regional sales organizations and cross-functional deal execution teams to close some of our most complex and strategic deals.  The role will utilize collaborative account planning, out-quarter pipeline development, opportunity review cadences, deal coaching and choreography, and thought leadership, to maximize market opportunity and accelerate the sales cycle to close larger deals successfully. 

The Director - AMS Strategic Engagements (Large Deal Pursuits) will become an expert in the contractual aspects of ServiceNow’s business, and be able to articulate value and structure long-term, complex, multi-product agreements to enable presentation of the right deal to the customer. 

The role also contributes to continuous improvement efforts for the Strategic Engagements team and participates in ServiceNow’s overall transformation effort to establish the best Enterprise salesforce in the industry. 

Priorities & Responsibilities 

• Drive large and complex strategic deals: validate and engage on opportunities where we intend to build > $10M+ NNACV opportunities, tracking deal progression, and escalating risks/needs to senior leaders as needed 
• Champion all collaborative, integrated GTM activities for our Strategic Accounts, including account planning sessions, strategic pursuits, WIN Forums, review cadences or other GTM activities 
• Drive big deal thinking and best practice sharing across the strategic engagements team (deal structures, operational opportunities, references and content on attractive themes like Digital Transformation or Artificial Intelligence) 
• In partnership with the Account Executive, serve as a primary point of contact for the Customer from deal qualification through close 
• Be the voice of the field sales to corporate to continually improve and ensure successful outcomes for our most strategic customers 
• Represent ServiceNow in senior customer facing roles as sponsor, strategist and negotiator 

Qualifications

The Candidate:

• 9 + years of experience in the software industry 

• 5 + years of consultative direct sales experience into Enterprise accounts, preferably selling SaaS and with progressive client-facing responsibilities 

• Experience in Large Deal or Corporate Strategy/Business Development experience, supporting complex transactions such as M&A, IP Acquisition, Revenue Share Models, etc. a plus 

• Conversant in all emerging trends in IT and Business 

• Demonstrated coaching and mentoring experience 

• Team player of unquestionable integrity, credibility, and character 

• Experience within a large organization; ability to quickly establish trust-based relationships internally to get support for customer sales objectives 

• Strong leadership, problem solving, and decision-making abilities 

• Ability to interface and negotiate with senior client executives 

• Excellent presentation and communication skills 

• Organizational and analytical skills 

• International work experience 

• Continuous improvement and growth mindset 

Measure of success                                                                                                          

• Large & complex closed deals > $10M + 

• Customer Feedback & NPS 

For positions in this location, we offer a base pay of $178100-$293700, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. 

Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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Job Description

The Solution Sales Executive will oversee market success of ServiceNow's Customer & Industry Workflows products, inclusive of CIWF multi-workflow solutions (as prescribed). You will play a leading role in engaging assigned accounts and be responsible for the creation of new business and pipeline across a substantial portion of the ServiceNow sales cycle and methodology. You will oversee executive relationship management for assigned accounts; lead and partner with virtual teams, including Core Field, Solution Sales, Solution Consulting, Support and Professional Services.  

What you will get to do in this role:  

• Oversee worldwide development of assigned account, including development and deployment of territory resources  

• Develop a sales strategy in the allocated territory with a target prospect list, and a regional sales plan for your assigned account and/or territory. 

• Develop relationships with multiple C-suite personas (e.g., CFO, CIO, COO, CDO) across CIWF product(s) and CIWF multi-workflow solution(s). 

• Arrange and conduct initial Executive and CxO discussions and position meetings 

• Collaborate closely with your Solution Consulting counterpart and extended team to deliver ‘art of the possible’ demonstrations showcasing ServiceNow’s Customer Industry & Workflows product(s) & solution(s), orchestrating relationships as required. 

• Develop a clear roadmap and building capabilities across our clients and ServiceNow teams to promote an outstanding customer experience  

• Be the trusted advisor to the customer by understanding their existing and future Customer Engagement & Operations roadmap to drive the ServiceNow Customer Workflows platform 

• Lead opportunities all the while collaborating closely with Core Sales Teams (AE’s, SC’s, Leadership) and other ServiceNow Solution Areas (Customer, Employee, IT) to deliver outcomes-based solutions to our clients and prospects.  

• In partnership with assigned Account Executive and Solution Consultant, present our Customer Workflows offering directly to prospects, customers, partners and at industry events and seminars 

• Articulate customer success strategies to the field to streamline and standardize Platform presentations and value proposition 

• Prospect qualification and the development of new sales opportunities and ongoing revenue streams with limited support from inside sales 

• Sales process management and opportunity closure 

• Ongoing account management to ensure customer satisfaction and drive additional revenue streams 

Qualifications

To be successful in this role you have: 

• Experience in solution sales, preferably within a Customer Service Management / CRM / CX / CPaaS vendor 

• An understanding of the CRM or CX solution-related business processes 

• Experience leading virtual or matrixed teams  

• Ability to understand broad, macro-level business IT needs for a prospective client  

• 7+ years of sales experience within software OR solutions sales organization 

• Experience establishing trusted relationships with current and prospective clients and other teams 

• Ability to produce new business, negotiate deals, and maintain healthy C-Level relationships 

• Able to thrive in a fast paced, growing, deadline driven environment 

• Willingness to go above and beyond to win in the market against stiff competition 

• Ability to communicate complex issues in simple terms via written and oral media, to a variety of different audiences 

• Ability to forge strong business relationships and connect with both C-level execs at customers as well as with individuals in ServiceNow internal and external eco-system 

• Excellent communication and presentation skills  

• Regional travel required up to 50% 

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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Job Description

What you get to do in this role:   

• Lead product strategy that sets us up for success as we look to grow to $10B+ in revenue
• Communicate product priorities and build consensus
• Assume leadership responsibilities as an accountable owner who is committed to the outcome regardless of the role or organizational boundaries
• Work with multiple teams to guide projects through development and bring high-quality products to life
• Integrate usability studies, research and market analysis into product requirements to enhance user satisfaction
• Communicate complex problems into easily understood requirements and provide solutions
• Develop multi-mode communications that convey a clear understanding of the needs of different audiences
• Lead the promoting of efforts across different groups of team members, along with the ability to influence inside and outside of your team
  

Qualifications

To be successful in this role you have:

• 12+ years of software product management experience
• Strong prioritization skills and the discipline to focus on high impact activities
• Experience defining and  capturing product requirements and transforming them into a product roadmap
• Deep curiosity about customer needs and a track record in building customer relationships and delivering customer-centric solutions
• Experience driving solution development through big-picture solution development
• Ability to serve as a team lead, and coach employees at lower levels
  

FD21

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Job Description

The ServiceNow Security Organization delivers world-class, innovative security solutions to reduce risk and protect the company and our customers. We enable our customers to migrate their most sensitive data and workloads to the cloud, accelerating our business so that we are the most trusted SaaS provider. We create an environment where our employees are proud to work and can make a positive impact 

The Team 

This role will be a part of the Security Engineering Org that reports to the Senior Manager of Public Cloud Security Engineering. The security engineering team targets building state-of-the-art technology that will help reduce the risk surrounding the sensitive assets of the company with the least impact possible on operations, acts as guidance and facilitator to the security operations teams and helps shifting Security perception from blocker to enabler by building a relationship of trust with the other teams. 

What you get to do in this role: 

• Build and operationalize security tools. 

• Build and automate new and existing workflows and trending metrics dashboards 

• Suggest security improvements by assessing the current situation, evaluating trends, anticipating requirements, and supporting proof-of-concept experimentations. 

• Create and present functional and technical designs including data analysis to business team, and gather feedback to influence solution design and approach 

• Direct and influence multi-disciplinary teams in implementing and operating Cyber Security controls 

• Participate in security incidents and help implement containment and eradication. 

• Evaluate audit and vulnerability findings and act upon them. 

• Serve as an expert for the different tools built by the team. 

• Act as guidance and facilitator to security operations. 

• Build strong relationships with different stakeholders. 

• Partake in efforts that shape the organization’s security policies and standards for use in hybrid cloud environments 

• Interpret security and technical requirements into business requirements and communicate security risks to relevant stakeholders ranging from business leaders to engineers 

• Ability to influence build vs buy decisions related to security tools 

• Accountable for the timely delivery of projects as per established roadmaps by working closely with the business teams 

• Participate in on call roster 

• Strong alignment with product management and engineering teams on roadmap and product feedback 

• Provide mentoring and training to peers and other colleagues in the organization 

Qualifications

To be successful in this role you have: 

• MUST HAVE 8+ years of Security Engineering is required 

• MUST HAVE 5+ Years working in the Public Cloud (GCP, AWS or Azure)

  • Compute, network, storage, content delivery, administration and security, deployment and management, automation technologies 

  • Preference is GCP, but OK if you have 2 of the 3 

  • Experience in infrastructure automation tools like AWS CloudFormation, Ansible, Terraform and equivalents. 

• MUST BE PROFICIANT In Python

  • REGO is a nice to have 

• Experience with containerization on Cloud, AKS or EKS (Dedicated/Managed/Serverless Kubernetes). 

• Experience implementing cloud native security tools like AWS Guard Duty or Azure Security Center.  

• Experience implementing Cloud Security Posture Management toolset. 

• Apply adept understanding and experience with systems automation platforms and technologies 

• Execute security architectures for cloud/hybrid systems 

• Automate security controls, data and processes to provide improved metrics and operational support 

• Build dynamic dashboards to track metrics 

• Employ cloud-based APIs when suitable to write network/system level tools for safeguarding cloud environments 

• Spot and execute new security technologies and best practices into the company’s Cloud offerings. 

• Strong working knowledge of system internals as well as networking. 

• Strong familiarity with Linux and Windows operating systems and cloud provider ecosystems like AWS/Azure/GCP. 

• Assist in the integration of Infrastructure pipelines with secure configuration parameters to remove or reduce known threat vectors. 

• Familiarity with common security vulnerabilities and the ability to judge their severity and impact to the business 

• A keen analytical mind for problem solving, abstract thought, and offensive security tactics with a goal to make security a strong enabler at ServiceNow. 

• Proven experience in being an effective team player and driven to automate and continuously improve 

• Ability to articulate complex issues to executives and customers 

#SecurityJobs 

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Job Description

Join our AI Solution Success team within the Platform Product organization. Dive into customer-facing and internal projects alongside seasoned professionals. Contribute to cutting-edge innovations that drive business growth. Our global team fosters collaboration and shares best practices. If you're a results-driven problem solver who likes to dream big, join us in crafting scalable AI solutions!

Who we are?

We are a team composed of cross-functional SMEs from ATG, Platform, Business Units, Customer Outcomes, and multiple customer-focused teams of ML, SW, and QE engineers that bring varied perspectives and diverse expertise to drive customer adoption of AI experiences, as well as guide customer-driven innovation within the Platform Product team.

What's our purpose?

Accelerate value realization of AI-powered workflows by customers at scale.

What we do?

Work with early adopters (customers) to validate AI solutions and realize value by learning and quickly improving the solution on real customer data. We'll create practical implementation guides to support new implementations, boost adoption, and drive future product innovation. Some of the work from the team has been instrumental at improving customer adoption of our multi-language Natural Language Understanding (NLU), AI search, Task Intelligence, Issue Auto Resolution, Document Intelligence, and most recently, Generative AI with customers.

What you get to do in this role:

• You will implement AI products on the Now platform for our early adopter customers hands on.
  • Such products include all Now Assist Capabilities like LLM-powered VA Topic flows, conversational catalogs, AI Search (with Q&A) and many other latest applications.
  • You will also be expected to learn and support customers with existing AI products like Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, and other upcoming capabilities before/after they hit the market. These capabilities may include classical Machine Learning Algorithms or Deep Learning based models like LLMs.
• You will be expected to learn about the newly released and pre-release features by getting your hands dirty and diving deep into the products. You will become an expert at implementing AI Solutions for various customers.
• You will debug and find quick workarounds for issues that are solvable on customer instances.
• Act as an SME to solve complex user issues related to AI solutions.
• You will not only validate these newly introduced products, but also work alongside other teams to help them quickly make improvements to the product. Help with getting product feedback to product and engineering teams to continually improve and expand product capabilities, features, and interoperability in consideration of customer needs and requirements. You will bring the on-ground issues faced by customers to the table.
• Help define best practices to build and use AI products and various AI testing tools with customers and educate the team.  Such tools may involve auto conflict detection, automation discovery, topic recommendation, batch testing tools, or generative AI tools.
• Analyze metrics to continuously measure the quality and E2E experiences of AI solutions with actionable insights.
• Prepare technical deliverables for customers in a consistent, high-quality, and timely manner.
• Be the technical escalation point in solving customer issues and coordinating and prioritizing timely resolutions with our engineering team. You will be hands on resolving issues for customers as you work live with engineering teams.

Qualifications

To be successful in this role you have:

Technical Skills
Must Haves:

• Experience and fluency with ServiceNow Workflows and Flow Designer.
• Expertise with ServiceNow scripting (Glide JavaScript) with knowledge of best practices and an understanding of why those are recommended. You should be thorough with Business Rules, Script Includes, Scheduled Jobs, Client Scripts, UI Policies.
• You should have great command of Now Platform building blocks like forms, tables, app development, update sets, instance upgrades, and provisioning.
• Passionate and persistent technical problem-solver with experience handling integrations with various systems and building applications on the platform to solve business problems.
• You should be well-versed in the art of debugging on the platform.

Good to have:

• We would like to dive deep into as many of the following areas as you have worked on:
  • Preferred expertise with integrations and Integration Hub.
  • Preferred experience with any AI solution like Virtual Agent flows, AI Search, Predictive Intelligence, IAR, TI, etc.
  • Preferred expertise with Performance Analytics Reporting (PAR).
• Preferred knowledge of either Python or Java.
• Preferred experience with performing analysis using MS Excel or other analytical tools.

Analytical Skills

• Understand Customer data by using analytical tooling and identify top issues that need to be automated.
• Preferred that you understand AI model basics and have an idea about how to measure a model’s performance.
• Understand the use cases from customers and chalk out a logical and technical solution to address the objective.

Communication Skills

• Strong customer-facing communication skills with sharp analytical skills to clearly identify the root cause of issues in products.
• Identify product improvement opportunities, initiate discussions with internal teams, and carry forward the initiatives to completion.
• Work with customers through their product adoption journey and provide guidance for maintenance of the product.

Soft Skills:

• Strong communication skills, both written and verbal, with a focus on active listening and effective contribution.
• The capability to influence and provide consultation by presenting various options with their respective advantages, disadvantages, and associated risks. Such discussions would involve solving technical or business problems alike.
• Interpersonal abilities coupled with a customer-centric mindset, enabling you to navigate cultural diversity effectively.
• A track record of achieving ambitious goals in fast-paced and innovative settings.
• Experience in documentation and presentation, particularly in supporting customer workshops and producing technical reports and tutorials.
• Adaptability to collaborate across different time zones on a global scale.

What you will bring

• Minimum of 8+ years of relevant work experience in a customer-facing technical role.
• You have a proven track record of driving deployments with large Enterprise companies with multiple stakeholders -- preferably AI-based products.
• You are confident in your programming proficiency in Java or JavaScript and enjoy thinking about business problems at a high level.
• You have a passion for discovering customer use cases, identifying gaps, and resolving issues in the product.

#productjobs

FD21

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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