Senior Business Operations Analyst - Customer Excellence Group (CEG)
Senior Business Operations Analyst - Customer Excellence Group (CEG)
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Job Description
Business Operations:
- Provide business partnership support for Major Area VPs/AVPs
- Help manage business performance and attainment of key scorecard metrics including GRR (Gross Retention Rate) NRR (Net Retention Rate) andProduct Adoption
- Create and manage KPIs and scorecards for all individuals within the major area including setting relevant targets down the IC levels
- Provide data and insights into the key trends related to GRR NRRand adoption
- Help determine getwell plans and program manage activities mitigatinglow adoption and atrisk customers
- Manage headcount and budgets for respective major area
- Help prepare Major Area leader for key customer meetings QBRs etc with appropriate updates on the business
- Manage and maintain the budget gather required inputs from leadership team and orchestrate department level reporting with Finance
- Manage Priority QBR cadence accompanying deliverables and drive consistency of reporting.
- Assist in organizing strategy and planning sessions and deliverables.
- Be a thoughtleader and influencer creating clarity out of ambiguity.
Communications Management:
- Provide guidance and help establish a culture that continuously strives towards best practices and operational excellence while having fun.
- Drive and evolve our plan for internal communications in a timely relevant and engaging manner.
- Implement thoughtful innovative and engaging communications that build on and enhance ServiceNows purpose culture and strategic priorities.
- Produce creative relevant newsletters All Hands decks Now at Work posts etc. rooted in our priorities; continually experiment with content to drive engagement.
- Identify and recommend creative ideas to improve business operations and communications be proactive.
- Moderate social channels and constantly work to create authentic and engaging social/digital moments to support our culture.
- Coordinate scope and advise VP and leadership team involvement in internal events as needed.
Qualifications :
To be successful in this role you have:
- Experience in leveraging or critically thinking about how to integrate AI into work processes decisionmaking or problemsolving. This may include using AIpowered tools automating workflows analyzing AIdriven insights or exploring AIs potential impact on the function or industry.
- Proven operations or programme management skills ideally within a Consulting or Professional Services environment
- Excellent understanding of budget and headcount management.
- Excellent understanding of functional operational processes.
- Excellent verbal and written communication skills teamwork skills and an engaging personality.
- Ability to translate business strategies into effective narratives.
- Proven ability to effectively interface with a diverse range of roles at all levels.
- Resourceful selfmotivated and able to independently prioritize shifting workloads in a high growth ever changing environment.
- Ability to work in a matrix organization structure.
Additional Information :
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by law. In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
