Decision Support, Senior Manager

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

Team Overview

The GTM Decision Support team helps ServiceNow leaders make faster, smarter, and more confident go-to-market decisions. We combine structured insight delivery with hands-on decision support to ensure executives have the right information, at the right time, in a format that drives action.

Our team operates at the intersection of data, analysis, and strategy:

• Insight Cadence & Alignment: We define and manage the rhythm of recurring insights, ensuring cross-functional alignment, clarity, and visibility into performance, trends, and key business decisions
• Decision Support: We partner with senior leaders to frame high-impact problems, perform deep-dive analyses, model tradeoffs, and provide decision-ready recommendations that drive measurable outcomes

By connecting data to action, our team ensures the GTM organization operates with speed, alignment, and confidence.

The Decision Support, Senior Manager plays a critical supporting role in the GTM Decision Support function. As a high powered individual contributor, you’ll conduct research, analyze data from multiple sources, and preparing executive-ready synthesis to inform key decisions

You’ll thrive here if you’re detail-oriented, curious, and enjoy connecting the dots across complex datasets to uncover insights that inform business decisions.

Key Responsibilities

Analysis & Data Support

• Partner across functions to consolidate and validate data from diverse sources - pipeline, bookings, renewals, product usage, compensation - to enable informed, strategic decision-making
• Partner with Decision Support Lead to conduct structured analyses, answering specific business questions that inform leadership decision
• Convert insights into structured frameworks, working models and decision-support tools that accelerate execution
• Support creation of executive-ready presentations, reports, and decision briefs by translating analytical outputs into clear visuals and summaries
• Maintain consistency in metrics and definitions across analyses to ensure alignment and accuracy

Collaboration & Process Support

• Partner with cross-functional teams (Finance, Sales Ops, DT, HR, Customer Success, Product) to reconcile inputs and clarify assumptions
• Track follow-ups from decision forums and operating rhythm meetings to ensure alignment between insights and actions
• Identify recurring issues or gaps in data and propose improvements to support more efficient analyses

What Success Looks Like

• Analyses are accurate, timely, and provide clear inputs to decision-making
• Decision Support Leads can focus on executive engagement and problem-solving without needing to double-check core analysis.
• Stakeholders trust the analysis for completeness and clarity, reducing rework and reactive follow-ups

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 AI's potential impact on the function or industry.
• 6-8 years of experience in business analysis, sales operations, finance, or commercial analytics in multiple contexts
• Strong analytical and problem-solving skills; able to follow structured methodologies and provide actionable outputs
• Proficiency with Excel, SQL, and visualization tools (Tableau, Power BI, or equivalent)
• Collaborative mindset, comfortable working across multiple functions
• Detail-oriented and methodical, with a bias toward action and follow-through
• Bachelor’s degree required; advanced degree desired

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 natu