Senior Business Insights Analyst

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

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it. 

Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them. 

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before. We’re disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our customers, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better. 

As ServiceNow continues its unprecedented growth on the path to becoming the Defining Enterprise Software Company of the 21st Century, we are further establishing our advanced data and analytics capabilities. ServiceNow is seeking a proactive, passionate, experienced analyst to help deliver the most strategic insights to the company. The Senior Business Insights Analyst will proactively monitor the real-time health of the business to ensure the company leadership has the right insights and recommendations to grow and scale the company.  This role is a hybrid of traditional roles in strategy, analytics, research, and data visualization – requiring a mix of strategic thinking, data analysis, and business operations skills. This position will be reporting to the Senior Manager of GTM Insights. 

We are looking for a talented individual with a strategic viewpoint who can grow and adapt along with our fast-paced business. The ideal candidate is relentlessly curious, has high analytical capability and is passionate about creating innovative analysis to understand trends and identify opportunities.  This individual is energized by creating actionable insights and recommendations for business leaders and is highly collaborative with both business and technical audiences at all levels of the organization.   

What you get to do in this role

• Proactively uncover trends and anomalies, understand relationships, and develop actionable insights from analysis that will drive business decisions and actions, help us understand quarterly performance and improve our go-to-market motions.  
• Apply expertise in quantitative analysis and presentation/visualization of data to see beyond the numbers; transform raw data into actionable insights and communicate succinct, relevant recommendations to drive action from both technical and non-technical senior leaders. 
• Partner with key business leaders to prepare analysis and recommendations for strategic and operational decision-making across a variety of GTM functions.
• Understanding and curiosity in use cases for embedding the output of AI models into ad-hoc analyses.
• Build cross-functional relationships and catalyze action from other teams to solve complex interdisciplinary problems on behalf of the business.  Proactively identify areas for deeper analysis and study.   
• Develop quantitative models to help predict outcomes and assess causation and correlation (causal modeling experience is a plus).
• Create and apply standard frameworks to better understand and monitor key business priorities. Contribute solutions to improve monitoring and alert systems for Data and Analytics.
• Collaborate with other Analytics and Biz Ops teams to develop scalable insights packages and stories.
• Alert the Data Quality, Analytics and/or Business teams to real-time events impacting the customer experiences or business operations.  
• Develop quick utility dashboards and reports to help accelerate and scale insights delivery

Desired Outcomes

• Keep the real-time pulse of the ServiceNow business.  Quickly identify emerging trends, appropriately triage, and action any anomalies found in day-to-day activities and operations.    
• Become a game-changing part of the Analytics organization that directly affects overall company strategy and growth.
• Build new analytics capabilities and work cross-functionally to consistently scale the most impactful solutions you create into self-serve tools used by the entire business. 

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.  
• Bachelor’s Degree in an analytical field (e.g., Mathematics, Computer Science, Statistics, Business or a related field).  Master’s Degree is a plus.  
• 5+ years of prior experience in business, strategy, analytics and/or research or equivalent. 
• Self-starter with a high degree of motivation to go above and beyond the task at hand.  Demonstrated passion for connecting the dots, digging deeper to uncover stories and trends in data, with a keen eye for detail. 
• Exposure to enterprise business processes across Sales, Finance, Marketing, Renewals, Customer and Partner, Product Analytics, etc. in a cloud-based business model.  
• Experience using data to drive business decisions, including the ability to structure problems for analysis, analyze the data, and provide actionable recommendations through effective and compelling storytelling. 
• Exceptional verbal and written communication skills and ability to engage effectively at all levels of the organization, to both technical and non-technical audiences.  
• Demonstrated ability to work collaboratively and effectively across different functions. 
• Advanced SQL skills with the ability to perform effective querying involving multiple tables and subqueries.  Experience with Snowflake a plus.
• Experience with Tableau and/or Power BI (or similar analytical packages) required.
• Advanced Excel and PowerPoint skills.
• Experience with R, SAS, or Python a plus. 

FD21

For positions in this location, we offer a base pay of $125,300 - $213,100, 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. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. 

Export Control Regulations

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

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