Job Description
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.
Benefit options available through Magnit Global, depending on contract factors and upon meeting requirements.
Role Overview
The ideal candidate for the Sales Operations Analyst role is passionate about making the world of selling work better for sales. They exhibit a win as a team mentality, are resourceful when the answer or process is not immediately clear, and are eager to jump in where needed.
Serve as the first point of contact for operational questions from ServiceNow.org sellers and sales leaders, taking ownership of requests from initial intake through resolution.
Research and troubleshoot unfamiliar operational issues, identify the appropriate process and internal owners, gather the information needed to resolve the request, and follow up across teams until there is a clear outcome.
Support field compensation and crediting questions by researching discrepancies, gathering supporting documentation, and engaging Compensation, HR, Finance and Sales Operations as appropriate.
Coordinate across Sales Operations, Deal Desk and other supporting functions to troubleshoot quote, order form, approval and booking issues; monitor time-sensitive requests, identify bottlenecks or missing approvals, and escalate appropriately.
Act as a first-line operational troubleshooter for CRM, forecasting, quoting and related GTM systems. Determine whether issues are related to data, access, process or system support and engage the appropriate teams for resolution.
Maintain visibility to open requests, owners, next steps, blockers and status, and provide clear updates to requestors and the Head of GTM Operations.
Create and maintain an operational support playbook that captures common questions, required information, resolution steps, key contacts, escalation paths and lessons learned across recurring request types.
Develop reusable checklists, FAQs and intake guidance that help sellers and leaders navigate common operational questions more efficiently.
Identify recurring process gaps and opportunities to simplify, standardize or automate operational support using AI and other available tools.
Support the weekly top-line forecast process including attending sales leadership forecast meetings, performing pipeline analytics, and driving adoption of forecasting tools and dashboards.
Provide weekly, monthly and quarterly reporting and metrics in support of key sales initiatives and targets.
Support CRM hygiene and account data quality, including account ownership and assignment corrections, in partnership with the appropriate teams.
Support quarterly business review meeting preparation.
Our ideal candidate:
- 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
- 2+ years proven experience in Sales Operations, Deal Operations, Field Business Operations or a related role in a software sales organization
- Organized, with excellent attention to detail and the ability to manage multiple operational requests in a fast-paced and change-driven environment
- Effective communicator with strong follow-through, resourcefulness and a willingness to roll up sleeves to investigate and resolve unfamiliar issues
Ability to document processes and translate recurring questions and resolutions into clear, reusable playbooks, checklists and guidance
- Proficient in PPT, Word, PowerBI and Excel
Bachelor’s degree in Business, Finance, Operations, Information Systems or a related field, or equivalent practical experience.
Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.
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