Business Process Automation Manager



Chicago, IL, USA
Posted on Thursday, June 27, 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

Reporting to the Director of Demand Marketing Operations, the Business Process Automation Manager will be responsible for building and optimizing prioritized lead management processes to drive global strategy that enable accurate reporting and analytics. The ideal candidate will have strong analytical skills, excellent communication abilities and a thorough understanding of lead management systems.

What you get to do in this role -

  • Partner with cross-functional teams to define and implement scalable, repeatable lead management processes that enable reporting and attribution across all regions (ex. Account Based Marketing and Customer Marketing teams)
  • Partner with the Analytics & Insights and IT teams to clearly articulate priorities, gaps, and opportunity areas and translate those into business requirements.
  • Enable Marketing on key lead managment processes and drive continuous process improvements (e.g. campaign creation, lead uploads, Folloze and Demandbase best practices).
  • Work closely with stakeholders to identify, prioritize business requirements and create, maintain functional user stories that align to business requirements.
  • Act as a subject matter expert on how our internal systems/processes relate to one another to manage, prioritize, and respond to ad-hoc requests from a large and diverse group of individuals in a timely manner.
  • Utilize CRM software to track and manage lead routing accuracy from lead capture to routing.
  • Analyze lead data to identify trends, areas for improvement, and opportunities for growth.


To be successful in this role you have:

  • 8 years of Marketing experience
  • BA/BS in Marketing, Business or related field
  • 5+ years of experience in B2B Marketing, with experience in Marketing or Sales Operations, lead generation or lead management
  • 5+ years of experience and proven results in defining Marketing (lead management strongly preferred) use cases, user stories, and business requirements
  • In-depth understanding of marketing to sales funnel, business intelligence, and lead management processes and technologies
  • Proficiency with CRM software (e.g. Dynamics) and marketing automation tools
  • Power user of Microsoft Excel, with demonstrable ability to do Pivot Tables, VLookups and more
  • Self-starter, motivated, responsible, innovative and technology driven who can perform well both independently and as a team member
  • Ability to manage multiple priorities in fast, paced environment, work collaboratively with cross-functional teams, and ensure high quality deliverables with high attention to detail
  • Applies initiative and independent judgment to resolve non-routing problems

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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