Senior Manager, Business Process Management

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

The Senior Manager, Business Process Management will help strengthen ServiceNow's Technology & Services organization by driving analytics & reporting innovation, advancing data-driven practices and ensuring data quality and alignment with cross-functional verticals. This role will focus on implementing solutions to enhance decision-making, operational health, measurement and focus which support ServiceNow's growth objectives & drive efficiency across the Technology & Services organization, influencing Insights across CSS as well.  

This role will be instrumental in:  

• Helping identify data management and reporting opportunities and operationalize these within our own and our vertical partner organizations  
• Implementing AI and other solutions to enhance reporting and analytics capture, telemetry and reporting  
• Harnessing data-driven insights to accelerate growth opportunities for the organization 
• Ensuring the success and impact of AI and other initiatives through data analysis, instrumentation and reporting 

As the Senior Manager of ServiceNow Technology & Services Insights function, they will drive innovation by championing data-driven strategies and fostering a culture of curiosity and continuous improvement. 

What you get to do in this role:  

• Team Leadership & Strategy: Lead and mentor analytics teams, setting clear objectives and fostering a collaborative environment. Develop and implement data strategies aligned with business goals.​ 
• Data Analysis & Reporting: Oversee the collection, analysis, and interpretation of complex data sets to provide actionable insights. Ensure the development of comprehensive reports and dashboards to inform business decisions.​ 
• Stakeholder Collaboration: Work closely with cross-functional teams to understand business needs and translate them into analytical solutions.​ 
•  Data Governance & Quality: Establish and enforce data governance policies to ensure data integrity, security, and compliance with relevant regulations.​ 
• Tool & Platform Management: Manage and optimize analytics tools and platforms 

Key Responsibilities:

• Insights, Analytics and Reporting Strategic Leadership: Define and implement insights portfolio that aligns with ServiceNow's objectives, driving measurable business impact.    
• AI Transformation: Lead the design and delivery of AI predictive analytics and reporting frameworks to improve forecast accuracy, optimize resource allocation, and uncover growth and efficiency opportunities.    
• Advanced Analytics: Lead initiatives to analyze trends, customer behavior, TSE patterns and market dynamics, transforming data into actionable insights to guide our strategy.    
• Team Development: Build and mentor our team of Analysts, fostering a culture of collaboration and innovation.    
• Data Integrity: Ensure the highest data integrity, security, and compliance standards while enhancing the organization’s data accessibility.    
• Innovation Leadership: Stay ahead of emerging technologies, industry trends, and best practices in AI, analytics, data management and beyond. Continuously drive innovation and improvement to elevate Technology & Services Insights and analytics capabilities.    

Qualifications

To be successful in this role, you have:  

• Demonstrated track record of leading or influencing high-performance analytics and data teams, driving organizational change, and influencing stakeholders at all levels.  
• Excellent communication skills, with the ability to translate complex data insights and technology transformation into actionable business strategies and storyboards. 
• Ten years of experience in data analytics, including significant leadership experience in partnering with cross functional teams to drive strategic outcomes.  

Experience should include:  

• Expertise in statistical methods, predictive modeling, and data mining techniques to extract meaningful insights from large datasets.  
• Deep understanding of the opportunities and constraints o