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Business Strategy, Operations and Program Management Lead

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

We are looking for team members to join our STEP Strategic Operations team in Costa Rica. STEP stands for Success, Technology, Experience, and Platform and is the heart of ServiceNow Innovation and Customer Success. Our team of dedicated Strategic Operations professionals partners with STEP Leaders and works closely with teams across Engineering, Product, Support, Design, Research, Sales, Marketing, and Customer Success. This specific role will be in our Product Strategic Operations team dedicated to supporting the execution of our product business units.

Our team works in business analysis & operations, project management, and strategy. You will work closely with other team members and the Leadership team of a business unit to directly contribute to our overall success. This is an excellent opportunity if you are looking to gain or extend your experience in strategy, planning, business analysis, project management and operations at a high-growth enterprise software company.

What you get to do in this role:  

  • Be a key team member embedded in a team dedicated to a single business unit. Exposure to senior leaders of a Product business unit.

The job is a mix of activities including the following:

  • Thought partner with a Product leadership team on a variety of efforts. Provide deep understanding and supporting data of business performance, customer behavior, product and team capabilities to inform business decision making and influence product roadmaps.
  • Identify value-creation opportunities across our business. Analyze and design strategies to capture value, iterate with cross-functional teams, then coordinate delivery across functions
  • Structure complex problems, develop hypotheses, conduct analyses, and suggest data-driven recommendations to leadership, including C-suite
  • Participate in strategic planning for the BU; this entails modeling out revenue, customers, costs, investments, industry trends, and roadmap permutations
  • Drive people and talent initiatives to include but not limited to: All-Hands, Employee Surveys, Employee awards, Monthly newsletters, team offsites, and employee engagement
  • Partner with the FP&A and Talent Acquisition teams on budget attainment, management, and hiring execution
  • Program manage cross-functional initiatives and programs including coordinating day-to-day activities, identify risks, and host regular update meetings
  • Structure complex problems, develop hypothesis, conduct analysis and provide recommendations 

  • Support initiatives that drive growth and operational excellence for STEP’s portfolio, in partnership with stakeholders  

  • Track and report metrics, milestones, and programs to ensure successful execution  

  • Support operating cadences (e.g., Company-Wide Strategy, Quarterly Portfolio Reviews, Quarterly OKR Reviews, etc.)  

  • Drive action items to closure through administrative leadership (e.g., business reviews) and support STEP events  

  • Collaborate with cross-functional teams (e.g., Product, Sales, Finance, Marketing etc.) to identify opportunities, unlock productivity and accelerate execution  

  • Improve operational excellence through execution of strategic initiatives that create efficiencies and process optimization  

  • Support consensus-building across teams and ensure surgical execution and handoffs to relevant stakeholders  


To be successful in this role you have:

Level commensurate with experience and capabilities

  • Education: Bachelor’s Degree required; MBA or other Graduate degree preferred  

  • Bachelor Degree with 5+ years of work experience or 2-3 years with MBA, preferably in Business Operations, Product Management, Finance, Management Consulting, or Corporate Strategy roles  

  • High energy, disciplined execution skills, and willingness to do whatever it takes to deliver results  

  • Ability to see the big picture while also being execution-oriented to improve operational excellence  

  • Effective communicator, able to convey complex ideas in a clear, concise manner both verbally and in writing  

  • Experience in building trusting relationships and influencing others  

  • Team player and self-starter who thrives and can multitask in fast-paced and often ambiguous environments  

  • Expertise and/or interest in the enterprise software/ SaaS industry 


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 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.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.


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