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Senior Business Insights Analyst - Customer & Partner

| San Francisco | Hybrid
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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
As ServiceNow continues its unprecedented growth, the company seeks to further establish its data and advanced analytics foundation and capabilities. ServiceNow is seeking a proactive, passionate analyst to help deliver the most strategic insights to the company. The 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, customer analytics, research, and data visualization - requiring a mix of strategic thinking, analytics and data management, and business operations skills. This position will be reporting to the Head of Customer & Partner Analytics.
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:

  • Lead analytics projects to help us better understand our customer base and partner community. Derive actionable insights from analysis of real-time business dashboards that will drive business decisions and actions.
  • Improve operational excellence through proactive identification and execution of initiatives that create efficiency, remove obstacles, or create improved processes and approaches to the business. This includes identifying ways in which tools can be built and deployed to improve workflows.
  • Apply expertise in quantitative analysis and presentation/visualization of data to see beyond the numbers; transform raw data into actionable insights and recommendations
  • Alert the Data Quality, Analytics and/or Business teams to real-time events impacting the customer experiences or business operations.
  • Create frameworks to better understand and monitor key business activities. Contribute solutions to improve monitoring and alert systems for Data and Analytics.
  • Build cross-functional relationships and be able to establish resources to help solve complex interdisciplinary problems on behalf of the business. Proactively identify areas for deeper analysis and study.
  • Partner with key business leaders. Prepare analysis and recommendations for strategic decision-making.


Desired Outcomes:

  • Keep the real-time pulse of the business within our Customer & Partner organization. Quickly identify emerging trends, appropriately triage and action any anomalies found in day-to-day activities and operations.
  • Become a game-changing extension of the Analytics organization that directly affects overall company strategy and growth.


Qualifications
To be successful in this role, we would like someone who has:

  • Bachelor's Degree in an analytical field (e.g., Mathematics, Computer Science, Statistics, Business or a related field). Master's Degree is a plus.
  • 3+ 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 Customer Success, Renewals, Professional Services, Usage Analytics, Customer Support, 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 SAP Hana or Snowflake a plus
  • Experience with Tableau and/or Power BI (or similar analytical packages)
  • Advanced Excel and PowerPoint skills
  • Experience with R, SAS, or Python a plus.


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.
Flexible
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.
Remote
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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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

Location

101 2nd St #1400, San Francisco, CA 94105

An Insider's view of ServiceNow

How would you describe the company’s work-life balance?

I am a working mom, and I appreciate the privilege of being able to work from home when I need to adjust my hours. I could be offline for two hours in the middle of the day because there's a school event for my kids. To be able to do so without the pressure of, "Oh my goodness! Now it's going to make me look bad," I don't take that for granted.

Kurdin

Manager, Strategy & Operations

What does your typical day look like?

If I could clarify one thing about being an engineer, we're a lot more collaborative than people think. Engineers can be seen as always sitting by themselves in front of a computer in a dark room and code just streaming down it. However, we work closely with project managers and designers to create the best product for customers.

Viviana

Senior Machine Learning Engineer

How does the company support your career growth?

Since joining ServiceNow, I've built out my leadership team, and 60% are women. My goal for my team is to create opportunities and a platform to showcase the incredible impact that they're having on the business, whether that's having them lead a critical initiative with cross-functional visibility or present during a C-suite meeting.

Vanessa

President, ServiceNow.org

What is your vision for the company?

We want to create a place where people want to come to work every day and do what they enjoy–where they feel challenged, collaborate with colleagues around the globe, and know what they're doing matters. It is really humbling to work with so many hardworking individuals who also want to see each other succeed and who are building something great.

Pat

Chief Technology Officer

What are some things you learned at the company?

Sometimes, we feel a little self-conscious. We may feel intimated or too shy to share our points of view. But in order to make an impact, we need to be able to trust our voice.

Ying

Director, Product Design

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.

Culture
Volunteer in local community
Open door policy
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Onsite gym
Professional Development Benefits
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

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