Go To Market Functional Lead - Quoting

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

About Digital Technology: 

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it. 

Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them.

The Role:

ServiceNow is seeking an enthusiastic Go To Market Functional Lead - Quoting to join the Go To Market – Sustain team where we strive to make the world of selling better by optimizing and supporting Sales processes and infrastructure.

The individual will be a key member of the Go-To-Market Functional Lead team, partnering with Sales, Sales Support, and Sales Operations to optimize system health and efficiency. This role will rapidly resolve recurring production issues, develop AI tools for ticket deflection and self-service, and project-manage critical issues through the development cycle in close collaboration with business partners.

What you get to do in this role:

• Develop deep expertise in sales processes and systems to support internal adoption.
• Drive automation, AI-based ticket deflection, and maintain AI reference materials.
• Lead data quality initiatives across quote-to-order infrastructure.
• Own and manage the Problem ticket backlog, driving cross-functional resolution.
• Deliver high-quality support to resolve priority business issues.
• Lead stakeholder review meetings to share trends, fixes, and updates.
• Improve L1/L2 support by reducing production issues, identifying trends, and accelerating resolution times.
• Configure legal and fallback language in quoting systems of record.
• Project-manage recurring production issues to resolution through problem-to-solution workflows.
• Partner with Product Owners, Analysts, Engineering, Change Management, and IT on system enhancements and updates assisting with requirement gathering and testing.
• Analyze incident trends, address root causes, and contribute to internal knowledge bases.
• Participate in special projects and other assigned duties.
• Collaborate across departments to achieve organizational goals.
• Own and report DT support metrics within quote-to-order systems.
• This role may require up to 20% travel based on stakeholder location and collaboration opportunities

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.
• Bachelor’s Degree in Information Systems Management, Business, or related field.
• The ideal candidate will have at least 3 to 5 years of experience in positions relating to CRM, Configure, Price, Quote, forecasting applications and related quote to cash systems; preferably in a SaaS environment.
• Experience in Development Cycles / QA / or UAT testing a plus.
• Experience with seller quoting methodology and best practices a plus.
• Experience in legal clauses and/or business clauses configuration in quoting systems a plus.
• Comfortable with learning new technology and business processes.
• Excellent written, verbal, interpersonal, and problem-solving skills.
• Excellent Project Management Skills.
• Attention to detail with excellent planning and organization skills and can adjust to changing demands to prioritize among multiple deliverables and tasks in a fast-paced environment.
• Proven ability to work both independently and as part of a team while demonstrating key traits of creativity, initiative, and fl