What you get to do in this role
- Help in building the measurement strategy for the Global Technical Support organisation
- Interact with GTS leadership to determine current and future needs vs existing tools and facilities
- Work with various internal teams on delivery of analytical and operational tools for GTS
- Create, deliver and analyze key metrics using dashboards and QBR reporting
- Create or improve and implement analytics reporting for customer support
- Develop actionable insights from analysis to make recommendations on key business strategies.
- Participate in creating advanced analytical models to support Global Support organization and Engineering initiatives
- Provide models and analysis to help identify areas of opportunities to work with Business Units
- Learn and become and SME using our internal analytics tool (Performance Analytics)
To be successful in this role you have
- Fast, self-guided learner with the ability to acquire and implement knowledge with minimal guidance
- Familiarity with the enterprise technology business models generally and with technical support specifically
- Knowledge of ServiceNow data architecture and ability to navigate through tables and fields for reporting purposes
- IT or Computer Science background and an understanding of relational databases is a must
- Advanced Excel skills with visual basic scripting
- Complex modeling and data visualization skills (e.g., Tableau)
- Database skills preferred (BO, MS Access, MySQL)
- Strong analytical skills, including a thorough understanding of how to interpret customer business needs and translate them into models and operational requirements
- Thrives on responsibility and lives for the next big challenge
- Keen attention to detail and the ability to multitask in a self-managed environment
- Excellent communication skills (verbal and written)
- A team player and collaborative worker with a positive attitude
Why ServiceNow
ServiceNow's DNA is built in purpose and values. We offer a culture of belonging, inclusivity, collaboration, and customer focus.
Work-life balance and well-being are our topmost priorities.
We offer flexible work arrangements.
We provide competitive compensation, generous benefits, and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong in aptitude and attitude can grow their careers through working with some of the most advanced technologies and talented professionals in the business.
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.
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