Senior Staff Product Owner, Analytics

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

Company

Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.

People matter. Our people have a passion for learning, building, and innovating. Whether you’re a program manager, product manager, engineer, sales professional, finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

Team

The Product Operations Analytics exists to enable our customers’ success. We work across ServiceNow to provide the data structure, deep analysis, and predictions that support our Engineering, Product and Support organizations in their goal to deliver and maintain innovative, high-quality products that solve our customers’ needs. We are a group of data analysts, data engineers, data scientists, insight specialists, information architects, storytellers, and change agents who strive to make the world of work, work better for people.

What you get to do in this role

You’ll work in a fast-paced environment, interfacing across groups in Engineering, Product Management and stakeholders throughout the company to help ensure the team is delivering maximum value to the organization. You’ll bring key programs to life and see them through to successful completion, as well as think strategically about how analysis and predictive modeling can provide insights that drive outcomes, while leading and executing on changes and optimizations to deliver those insights more effectively.  Most importantly, you’ll look beyond raw numbers and strive to communicate the larger story – even when that story is challenging – throughout the organization to help effect change.

The successful candidate is a results-oriented, self-starter with an established, documented competence in communications, requirements gathering and documentation, analytics, engineering program management, and strategic planning.

Responsibilities

• Work with stakeholders and partners to map out customer and persona journeys using our key products to determine Moments-that-Matter metrics to drive product improvement and user experience.
• Engage with stakeholders across UX Research & Insights, Customer Analytics, Product Management and Engineering leadership to develop metrics and KPIs to measure customer success and drive product improvements.
• Cultivate a compelling and clear data story to present findings to executive audiences that recommend data driven actions and adjustments.
• Own reporting out the health and status of on-going high impact initiatives that may require instrumentation to facilitate.   Timely delivery of these reports is critical to business outcomes.
• Drive the reporting requirements to help determine what we should be reporting on, not just how and when.
• Translate business needs into multi-year implementation plans, including project prioritization, scheduling and resource planning.
• Identify and manage external dependencies and logistics; identify and mitigate risks throughout