Director, GTM Planning

What you get to do in this role:

• Generate thought leading insights and analysis that inform and drive the strategic direction of ServiceNows products technologies and operations.
• Lead and grow a team of analysts data scientists and data engineers that focus on business trend analysis as it relates to technical support the customer experience and the quality of our operations and product/service.
• Identify corrective/preventive actions for our operations products and service Tell the story behind the metrics and the analysis providing insight on the why and follow through to the what and how.
• Engage UTG leaders to deliver fixes in the platform and service to improve g. MTTR reduce Support case load improve upgrade behavior assist release management improve redline ensure cloud security etc.
• Work closely with all UTG leaders to identify opportunities for Knowledge Base articles that will reduce case load from our customers improve Customer Support Efficiency thereby reducing MTTR and improving Problem association to support cases
• Establish processes to ensure consistency accuracy and clarity in the delivery of business insights

Qualifications :

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving. This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AIs potential impact on the function or industry.
• Proven leadership and management skills
• Proven record of thought leadership and a growth mindset
• 10 years relevant work experience in the software technology industry
• Expert product sense and intuition
• Strong analytical background and creative problem-solving skills
• Experience creating roadmaps
• Demonstrated ability to drive multiple projects simultaneously
• Excellent verbal and written communication skills
• Experience with Product Management Engineering Customer Service or Problem Management and the ability to demonstrate understanding of the associated processes in a dynamic cloud service environment.

JV20

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 and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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 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 :

Full-time