Senior Business Operations 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

What you get to do in this role:   

• Act as a key player in establishing and executing strategic operational initiatives
• Develop interactive data visualizations that enable business insights; work with business stakeholders to tease out the best stories to tell from a given dataset
• Build scalable analytical framework to monitor data quality supporting analytics organization (Sales Analytics, Finance Analytics, Marketing Analytics, Product, and Talent Analytics)
• Lead programs targeted to Support Operations initiatives for the Support Delivery organization in driving resolution of problems, change in strategic direction, optimization of operational effectiveness, communications, compliance, quality, systems rollout, education/training coordination and liaison activities between cross-functional entities
• Ensure all related activities are delivered with a focus on customer service and quality
• Initiate and/or participate in strategic initiatives that impact the tactical approach to Technical support as well as influencing policies, workflows and performance standards
• Assess current systems, best practices, quality, service and introduce improvements to ensure operations stays in line with growing business needs
• Represent Support Operations and interface effectively with cross-functional teams, senior-level business executives and customers
• Drive as a key subject matter expert in the development of projects for the Technical Support Engineer and customer support experience 
• Create reporting functions to measure data quality for data assets
• Communicate data quality insights and drive projects to improve data quality
• Look for data quality opportunities to promote a data quality mindset across ServiceNow

Qualifications

To be successful in this role you have:

• BA/BS in Mathematics, Statistics, Computer Science, Economics, Business or analytical field
• 12+ years of industry experience including 5+ years' experience delivering insights on data quality for high scale data processes
• Expert knowledge of database technologies
• Deep experience in data visualization and reporting using open source libraries/packages and third-party tools (Tableau or similar)
• Experience in machine learning especially in data quality applications a plus
• Expertise in guiding, mentoring and providing direction to the team members
• Ability to contribute to several projects
• Strong cross-functional Program/Project management skills including planning, scheduling, monitoring and stakeholder reporting
• Ability to work independently and in a team environment
• Ability to set clear direction by defining goals and priorities, and evaluate/support the business needs
• Strong documentation and presentation skills including creative thinking and willingness to work hands-on to deliver impactful outcomes
• Excellent problem solving and interpersonal communication is a strong requirement
• Demonstrates critical thinking skills, assimilates and implements new information rapidly and thinks strategically
• Gathers and analyzes data to unders