Staff Business and Data Analyst

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™.

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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

This position reports to: Senior Manager, Business and Data Analytics

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.

As a member of the Data & Analytics team, the Staff and Business Analyst will work directly with our Engineering Organization to deliver analytics solutions on Usage Telemetry and Customer Support. With a combination of exceptional analytical skills, an insatiable curiosity, and an entrepreneurial “get stuff done” mindset, you’ll help us better understand our customers, partners, and products, and drive important changes that will shape the future of ServiceNow.

What you get to do in this role:

We are looking for a Data Rockstar! An ideal candidate will have end to end experience in gathering requirements from stakeholders, understanding their needs vs wants, retrieving data using data mining languages (SQL/PLSQL etc.) and developing effective executive level analytics dashboard using Power BI or Tableau that clearly communicates a clear data story. The work requires extensive experience in responsive visualization design and development along with mining and manipulating data and proficiency in requirement gathering. As a senior personnel, the ideal candidate is expected to be open to mentoring others, serving as a technical lead within the team, and providing optimization solutions to problematic analytics deliverables.

The ideal candidate should have a background in analytics and statistics, the ability to foster relationships with staff across departments and be motivated to continuously achieve positive results. They should also be able to effectively handle ad hoc requests with little guidance.

· Develop interactive data visualizations that enable business insights and make recommendations

· Design and develop scale analytics solutions for Engineering and Support Organizations

· Work cross functionally with stakeholders to gather requirements for analytics requests and be differentiate between needs vs wants

· Effectively create wireframes and mockups based on requirements and participate in data strategy

· Lead complex data analysis to develop, track, and maintain key metrics to ensure alignment across stakeholders.

· Create datasets using SQL and build powerful visualization that communicate the story

· The right candidate will have hybrid skills in business analytics, data visualization in PowerBI, data engineering

· Troubleshoot production issues and resolve them quickly with minimal help

· Train business users to use dashboard, enable them to interpret the data

· Present recommendations to senior leadership, and drive the “follow through” of those recommendations to ensure smooth execution with a diverse array of cross-functional partners

· Look for data quality opportunities to promote a data quality mindset across ServiceNow

Qualifications

In order to be successful in this role, we need someone who has:

· Bachelor's degree in Analytics, Statistics, Mathematics or similar focuses.

· Minimum of 7 years of professional experience as an analyst with 5 years of those years in designing executive level dashboards

· Proficient in using SQL to extract data from data warehouses & prepare data for complex analyses

· Expert knowledge Power BI, Tableau and other BI analytics tools.

· Must have expert level understanding of dashboard design.

· Expert in Snowflake Architecture

· ServiceNow Performance Analytics experience preferred.

· Solid decision making, negotiation, and persuasion skills, often in ambiguous situations

· Superior communication and presentation skills

· Must be able to work in fast paced environment and be able to adopt to changing requirements.

· Excellent communication and inter-personal skills.

What’s in it for you...

· You get a deep understanding of Customer Support and Engineering business processes, KPIs and how the organizations use data to make decisions

· Ability to influence senior leadership with your dashboards and insights and promote a data driven culture

· Partner very closely with data engineering on large projects to develop complex datasets

· Work on challenging datasets to uncover insights and tell the story and solve technical hard problems with effective dashboard design and development

· Mentor and coach junior resources and provide technical guidance to the team

· Collaborate with the data science team on projects where data science can have a large impact.

· Identifies areas of innovation and process improvement across the team

· Exposure to working in a Scrum team following agile best practices

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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 talent.acquisition@servicenow.com 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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