Decision Support, Senior 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.

Team Overview

The GTM Decision Support team helps ServiceNow leaders make faster, smarter, and more confident go-to-market decisions. We combine structured insight delivery with hands-on decision support to ensure executives have the right information, at the right time, in a format that drives action.

Our team operates at the intersection of data, analysis, and strategy:

• Insight Cadence & Alignment: We define and manage the rhythm of recurring insights, ensuring cross-functional alignment, clarity, and visibility into performance, trends, and key business decisions
• Decision Support: We partner with senior leaders to frame high-impact problems, perform deep-dive analyses, model tradeoffs, and provide decision-ready recommendations that drive measurable outcomes

By connecting data to action, our team ensures the GTM organization operates with speed, alignment, and confidence.

The Decision Support, Senior Manager plays a critical supporting role in the GTM Decision Support function. As a high powered individual contributor, you’ll conduct research, analyze data from multiple sources, and preparing executive-ready synthesis to inform key decisions

You’ll thrive here if you’re detail-oriented, curious, and enjoy connecting the dots across complex datasets to uncover insights that inform business decisions.

Key Responsibilities

Analysis & Data Support

• Partner across functions to consolidate and validate data from diverse sources - pipeline, bookings, renewals, product usage, compensation - to enable informed, strategic decision-making
• Partner with Decision Support Lead to conduct structured analyses, answering specific business questions that inform leadership decision
• Convert insights into structured frameworks, working models and decision-support tools that accelerate execution
• Support creation of executive-ready presentations, reports, and decision briefs by translating analytical outputs into clear visuals and summaries
• Maintain consistency in metrics and definitions across analyses to ensure alignment and accuracy

Collaboration & Process Support

• Partner with cross-functional teams (Finance, Sales Ops, DT, HR, Customer Success, Product) to reconcile inputs and clarify assumptions
• Track follow-ups from decision forums and operating rhythm meetings to ensure alignment between insights and actions
• Identify recurring issues or gaps in data and propose improvements to support more efficient analyses

What Success Looks Like

• Analyses are accurate, timely, and provide clear inputs to decision-making
• Decision Support Leads can focus on executive engagement and problem-solving without needing to double-check core analysis.
• Stakeholders trust the analysis for completeness and clarity, reducing rework and reactive follow-ups

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 6-8 years of experience in business analysis, sales operations, finance, or commercial analytics in multiple contexts
• Strong analytical and problem-solving skills; able to follow structured methodologies and provide actionable outputs
• Proficiency with Excel, SQL, and visualization tools (Tableau, Power BI, or equivalent)
• Collaborative mindset, comfortable working across multiple functions
• Detail-oriented and methodical, with a bias toward action and follow-through
• Bachelor’s degree required; advanced degree desired

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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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 globaltalentss@servicenow.com 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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