Senior Data Informatics Analyst

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

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. 

As ServiceNow continues its unprecedented growth, the company seeks to further establish its data and advanced analytics foundation and capabilities.  We are building a mathematical enterprise for ServiceNow, leveraging all the data signals across the enterprise to guide business decisions.  The Senior Insights Analyst will be a part of our Product, Platform & Success Analytics team, and help drive a data driven approach to shaping our digital customer success experience. This role will be responsible for quantifying feature, app and product value using user behavior, product event and workflow/process data.

This role needs an understanding of product/web analytics, business analysis, KPI development, data engineering and visualization, and will be reporting to the Head of Customer Success Analytics.

We are looking for a talented individual with a strategic viewpoint who can grow and adapt along with our fast-paced business.  The ideal candidate is relentlessly curious, has high analytical capability and is passionate about enabling data and experimentation driven product optimization.  This individual is energized by creating actionable insights and recommendations for business leaders and is highly collaborative with both business and technical audiences at all levels of the organization. 

What you get to do in this role:

• Understand product & feature roadmaps, define KPIs and product success measures, and work with engineering & product teams to develop product instrumentation and telemetry needs
• Drive analysis and conduct in-depth studies on product & business performance. Take ownership and proactively identify trends and anomalies using a range of statistical methods, both univariate and multivariate, to establish correlations and causality.
• Utilize your expertise in quantitative analysis and data visualization to go beyond the numbers. Transform raw data and model output into meaningful insights and actionable recommendations.
• Collaborate closely with key business leaders, providing them with analysis and recommendations to support strategic decision-making. Help them understand the significance and implications of taking action or not.
• Enhance digital product experience by identifying and executing initiatives that improve efficiency, overcome obstacles, and introduce enhanced processes and approaches to the business. This includes leveraging tools and technologies to optimize workflows, user navigation and experience
• Foster cross-functional relationships and leverage availab