Senior Customer Service Representative

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

What you get to do in this role:

• Help in building the measurement strategy for the Global Technical Support organization
• Interact with GTS leadership to determine current and future needs vs existing tools and facilities
• Work with various internal teams on delivery of analytical and operational tools for GTS
• Update and maintain tool and metric inventory and definitions
• Create, deliver and analyze key metrics using dashboards and QBR reporting
• Create or improve and implement analytics reporting for customer support
• Develop actionable insights from analysis to make recommendations on key business strategies.
• Participate in creating advanced analytical models to support Global Support organization and Engineering initiatives
• Provide models and analysis to help identify areas of opportunities to work with Business Units
• Learn and become and SME using our internal analytics tool (Performance Analytics)

 

Qualifications

To be successful in this role you have:

• Fast, self-guided learner with the ability to acquire and implement knowledge with minimal guidance
• Familiarity with the enterprise technology business models generally and with technical support specifically
• Knowledge of ServiceNow data architecture and ability to navigate through tables and fields for reporting purposes
• IT or Computer Science background and an understanding of relational databases is a must
• Advanced Excel skills with visual basic scripting
• Complex modeling and data visualization skills (e.g., Tableau)
• Database skills preferred (BO, MS Access, MySQL)
• Strong analytical skills, including a thorough understanding of how to interpret customer business needs and translate them into models and operational requirements
• Thrives on responsibility and lives for the next big challenge
• Keen attention to detail and the ability to multitask in a self-managed environment
• Excellent communication skills (verbal and written)
• A team player and collaborative worker with a positive attitude

 

JV20

For positions in California (outside of the Bay Area), we offer a base pay of $84,200 - $139,000, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location. For individuals who will be working in the Bay Area, there is a pay enhancement for positions located in that geographical area; please contact your recruiter for additional information.

Additional Information

ServiceNow is a