Senior Staff Business Strategy, Operations and Program Manager

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.

We are looking for team members to join our STEP Strategic Operations team in Costa Rica. STEP stands for Success, Technology, Experience, and Platform and is the heart of ServiceNow Innovation and Customer Success. Our team of dedicated Strategic Operations professionals partners with STEP Leaders and works closely with teams across Engineering, Product, Support, Design, Research, Sales, Marketing, and Customer Success. This specific role will be in our Product Strategic Operations team dedicated to supporting the execution of our product business units.

Our team works in business analysis & operations, project management, and strategy. You will work closely with other team members and the Leadership team of a business unit to directly contribute to our overall success. This is an excellent opportunity if you are looking to gain or extend your experience in strategy, planning, business analysis, project management and operations at a high-growth enterprise software company.

What you get to do in this role: 

• Be a thought partner with a Product leadership team on a variety of efforts by providing a deep understanding and supporting data of business performance, customer behavior, product and team capabilities to inform business decision-making and influence product roadmaps
• Identify value-creation opportunities across our business. Analyze and design strategies to capture value, iterate with cross-functional teams, then coordinate delivery across functions
• Structure complex problems, develop hypotheses, conduct analyses, and suggest data-driven recommendations to leadership, including C-suite
• Participate in strategic planning for the BU; this entails modeling out revenue, customers, costs, investments, industry trends, and roadmap permutations
• Drive people and talent initiatives to include but not limited to: All-Hands, Employee Surveys, Employee awards, Monthly newsletters, team offsites, and employee engagement  
• Partner with the FP&A and Talent Acquisition teams on budget attainment, management, and hiring execution
• Program manage cross-functional initiatives and programs including coordinating day-to-day activities, identify risks, and host regular update meetings
• Track and report metrics, milestones, and programs to ensure successful execution  
• Support operating cadences (e.g., Company-Wide Strategy, Quarterly Portfolio Reviews, Quarterly OKR Reviews, etc.)   
• Drive action items to closure through administrative leadership (e.g., business reviews) and support STEP events   
• Collaborate with cross-functional teams (e.g., Product, Sales, Finance, Marketing etc.) to identify opportunities, unlock productivity and accelerate execution  
• Improve operational excellence through execution of strategic initiatives that create efficiencies and process optimization  
• Support consensus-building across teams and ensure surgical execution and handoffs to relevant stakeholders  

• Bachelor's degree in Economics, Business, Computer Science, or similar is required; MBA is preferred
• 8 years or more of work experience, preferably in Business Operations, Product Management, Finance, Management Consulting, or Corporate Strategy roles  
• Expertise and/or interest in the enterprise software/ SaaS industry 
• Effective communicator, able to convey complex ideas in a clear, concise manner both verbally and in writing; excellent English skills required 
• High energy, disciplined execution skills, and willingness to do whatever it takes to deliver results  
• Ability to see the big picture while also being execution-oriented to improve operational excellence  
• Experience in building trusting relationships and influencing others  
• Team player and self-starter who thrives and can multitask in fast-paced and often ambiguous environments  

FD21

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!

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 [email protected] 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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