Senior Software Licensing Analyst

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

ServiceNow is currently seeking an exceptional Senior Software Licensing Analyst to join our Subscription and Usage Analytics team. The candidate should be a self-starter, easily able to work cross-functionally with Sales, Renewals, Operations, Business Intelligence, Product, and Engineering teams across the globe to help take our program to the next level. Working as part of a Subscription Usage Verification team, this individual will take responsibility for analyzing and interpreting license utilization information, reviewing contractual data to help our customers understand their usage of the ServiceNow platform, and negotiating upsell motions in partnership with our Sales Organization to support ServiceNow customers as they optimize the value they receive from each of their product entitlements.

This individual will also support related projects to automate current processes, including working with stakeholders to gather requirements, workflow optimization, task tracking and follow-up, application testing and post go-live feedback (following agile). A strong background in customer data analytics, in-depth knowledge and solid understanding of product licensing within a Cloud-based subscription business is desired as well as being a seasoned agile project manager experience.

Responsibilities:

• Run and analyze license reports on usage across customers to identify true-up new revenue opportunities
• Work closely with sales team and lead customer meetings to discuss licensing utilization
• Negotiate the usage true up motion to validate fully addressal of customer cleanup or true up of validated product overages
• Educate our customers on entitlement measurement logic and structure a way for them to operate within their contracted entitlements
• Work with Business Intelligence team on ways to improve use verification & compliance on future developments of the ServiceNow platform
• Deliver individual and group projects to improve current processes and develop new usage guidelines & enablement sources
• Meet and take responsibility for all business SLAs related to compliance processes
• Maintain ongoing documentation for internal teams and the customers
• Train other users on best practices around compliance and use verification processes
• Identify manual processes for improvement and automation, assist in developing and executing test plans on new functionality for as a part of UAT (agile process)

Qualifications

Our ideal candidate:

• 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
• Minimum 5 years’ strong experience in a data analytics, pricing operations, sales operations, renewals, or deal desk, preferably in software industry
• Strong verbal and written communication and confident presentation skills
• Exposure to working cross-functionally with different teams and nationalities
• Solid understanding of cloud application technologies and concepts
• Ability to work well with others, objectivity with excellent attention to detail
• Advanced skills using Excel, Word, PowerPoint, and Visio or similar products
• Exposure to BI Tools (PowerBI and Tableau) and working with large data sets
• Significant experience working with end customers
• Willingness to assist wherever help is needed

Additional desired skills & experiences: 

• Experience in license compliance, audit and/or usage verification role
• Experience developing dashboards in Tableau or Power BI, and exposure to SQL/Snowflake
• Certification in Project Management methodologies
• Workflow design, project management, and/or Agile SDLC experience
• Prior experience using the ServiceNow platform
• Prior experience as a user or administrator of cloud-based License Entitlement, CRM and/or PRM solutions

For positions in this location, we offer a base pay of $88,000