Sr Manager, GDM Business Analytics at ServiceNow (Remote)

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Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description


The Global Deal Management  (GDM) team enables revenue growth by maximizing value for ServiceNow and our customers through effective proposal management, deal structuring, and subscription analytics. As part of the Customer Success Group, we are focused on providing an outstanding experience to our customers and partners and delivering simple, seamless digital processes to support that experience.


We are looking for a truly unique leader to join our incredibly talented GDM Business Analytics team! If this describes you, apply today!

You are a team builder and a collaborator, working across multiple functions and personas to develop fact-based insights to solve problems. You are an architectural thinker by nature who can connect the processes that generate data to the systems that capture and store that data. You are a practitioner in analytics and data science who can guide and mentor your team in the fields of data engineering, data governance, data modeling and data visualization. You are an experienced business leader who is a master in the fine art of identifying key business questions that only analytics can solve and iteratively and passionately finding answers. You are a technical leader who has managed enterprise IT engagement models and has experience leveraging Agile to manage and deliver enterprise analytics capabilities. And finally, you are creative and have a pragmatic sense of urgency to get things done.

As the Senior Manager of GDM Business Analytics, you will work with the leadership team to establish a clear data and analytics strategy for the GDM organization and mobilize your team to achieve that vision. You will guide the strategy and lead execution to identify and report out on GDM’s key operational metrics, provide thought leadership on approaches that can help us anticipate changing business conditions and propose creative data-driven approaches to drive revenue uplift and operational excellence. You will provide analytics support to transformational and operational excellence projects that will deliver new capabilities that will scale our operation and enable us to seamlessly absorb rapid growth. You will own GDM’s IT engagement model and ensure a clean set of backlog and requirements are prioritized, tested and ready for delivery. You will partner with IT to deliver a modernized self-service analytics ecosystem for the GDM organization, allowing your team and other business professionals access to data and critical insights required to effectively run the business. And finally, you will establish a clear set of priorities for your team, balancing project work with technical skill set development. 

We are looking for someone who is a strong Customer and Sales advocate and will invest deeply to understand ServiceNow’s GTM and Sales Processes to deliver better analytical solutions. We are looking for someone who can bring best practices in analytical product delivery to the team and can be both a coach and player. And finally, we are looking for someone with high energy, a strong work ethic and disciplined execution skills who is able to work seamlessly across Sales, Operations, IT and our Product team to deliver results.

What you get to do in this role:

· Develop GDM’s business data and analytics strategy to support our north star operating model and growth expectations

· Deliver GDM’s metrics strategy and framework to accurately report operational performance and provide data-based opportunities for revenue lift and productivity gains in QBR’s

· Development and delivery of a modernized self-service reporting environment for GDM, including environment refresh SLA’s and best practices, data governance strategy, data quality strategy, data model development and maintenance strategy

· Document GDM’s data architectures and ecosystems end to end and protect operational integrity; Govern architectural changes and control impact across transformation efforts; Define and drive to target state architecture.

· Provide analytical support (data analysis, modeling, visualization) to GDM transformational and operational excellence projects and activities, as both player and coach, including: CRM, CPQ, EMS, instrumentation and telemetry improvements, creation and improvements of operational reporting and dashboards, process mining, etc.

· Develop and implement best practices methodology for analytics development, testing and deployment (ie CRISP-DM or similar)

· Prioritize work load for a highly skilled analytical team and define and execute a technical skill set development plan; Carveout team capacity for research and development and rapid response projects


In order to be successful in this role, we need someone who has:

· 10+ years as an analytics practitioner across the full data science stack: data exploration, engineering, modeling, advanced analytics, visualization, testing, hardening, deployment, support

· 5+ years experience as a manager and leader of business or IT analytics teams

· 5+ years experience in SaaS subscription models and licensing, knowledge of Sales processes, deal management, product instrumentation and telemetry is required

· Proven experience in building, growing, retaining and leading high performing, diverse analytics teams

· Passionate, experienced, empathetic hands-on leader and tenacious problem solver

· Excellent written and verbal communication skills

· Bachelor degree in Data Science, Computer Science/Engineering, Business Analytics, Statistics, Informatics or other quantitative disciplines

· MBA or masters in other business fields highly desired

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more. 

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

Work Personas

Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.

Required in Office

A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.


A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.


A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.

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Where we are

Before COVID, we were in a new building on Lake and Racine in the West Loop. Right now we're physically distanced but trying to stay social connected!

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Volunteer in local community
Full-time employees get 20 hours per year to volunteer with the non-profit of their choice.
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Open office floor plan
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Starting in 2019
Company Equity
Employee Stock Purchase Plan
Purchase company stock at a 15% discount semi-annually
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Starting in 2019 - 20 weeks for birthing parent, 12 weeks for non-birthing parent
Flexible Work Schedule
Remote Work Program
Work remotely on occasion as needed.
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Starting in 2019 - 20 hours a year starting in 2019
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
With an in house craft beer geek procuring
Casual Dress
Commuter Benefits
Pre-tax contribution plan for commuter expenses - transit and parking
Company Outings
Site social activities periodically
Game Room
Shuffle board, pool table, table games and more!
Stocked Kitchen
Happy Hours
Every Thursday!
Professional Development Benefits
Tuition Reimbursement
Up to $5,250 reimbursed annually for qualified expenses
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available

An Insider's view of ServiceNow

What’s the vibe like in the office?

This is an idea space. It’s a place where we’re all operating on the same wavelength. We’re all interested in what we’re working on, right? And you hear it in people’s voices. You see it in people’s work.


Software Developer

What does your typical day look like?

There’s never a day where I don’t feel like I’m doing something purposeful or valuable to my team or company.


Business Systems Analyst

How does the company support your career growth?

It’s a good place to be in, in that it’s a company that’s growing very fast, but it doesn’t have that big company feel. You don’t feel like a number in a system and you can articulate and know where you want to go. There are people here who can help you get there.


Account Executive

What’s the vibe like in the office?

ServiceNow is unique because the people in this company are so incredibly special and unique. I can't think of enough kind words and amazing words to say about them. They really are my family.


Senior Manager, Global Sales Development

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