Sr Business Operations Analyst



IT, Operations
Bengaluru, Karnataka, India
Posted on Monday, June 3, 2024

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 and tactical operational initiatives
  • 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


To be successful in this role you have:

  • Minimum 3 years of industry experience
  • 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 understand the pros and cons of different decisions and options
  • Must have a desire for achieving excellence in customer satisfaction and support service delivery
  • Goal driven, self-motivated, persistent and professional
  • Experience working in a fast-paced, team environment
  • Prior experience as a subject matter expert in Support Operations is desirable
  • Demonstrated experience in leading key projects, including leading strategic customer support programs from inception to successful rollout
  • Looking for challenges and potential career growth opportunities leading to a management role. Prior experience in people management is desired - ability to hire competent performing people, taking responsibility for decisions and actions, manage functional responsibility and directs the work of others, and challenges employees to take responsibility for their performance/development.
  • Excellent analytical thinking, analysis, and problem-solving skills
  • Ability to communicate abstract ideas clearly and independently manage complex project objectives
  • Strong verbal and written communication skills, including negotiation, presentation, group facilitation, and influence
  • Must be able to quickly pick up tools, systems, and processes
  • Demonstrates specific service and operational skills necessary to achieve established and stretch business goals
  • Must be able to work effectively with cross-functional teams while representing Support and work with others in collaborative fashion.
  • Must be able to lead projects autonomously as well as in coordination with Technical Support leadership
  • Must be able demonstrate thought leadership by thinking strategically
  • Develop and deliver presentations across various levels of the organization
  • Must be able to prioritize and manage multiple efforts based on needs of the business
  • Manage team resources via forecasting and on-going program management
  • Utilize active listening to ensure feedback drives new initiatives and identifies areas of improvement


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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

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.

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