Strategic Operations Analyst

hace 1 mes

San Francisco, Heredia, Costa Rica Servicenow A tiempo completo

About the Role:

We are seeking a highly skilled Strategic Operations Analyst to join our Support Delivery organization. In this role, you will play a key part in establishing and executing strategic and tactical operational initiatives.

Key Responsibilities:

  • Lead programs targeted to support Operations initiatives, driving resolution of problems, change in strategic direction, optimization of operational effectiveness, communications, compliance, quality, systems rollout, education/training coordination, and liaison activities between cross-functional entities.
  • Ensure all related activities are delivered with a focus on customer service and quality.
  • Initiate and/or participate in strategic initiatives that impact the tactical approach to Technical support, influencing policies, workflows, and performance standards.
  • Assess current systems, best practices, quality, service, and introduce improvements to ensure operations stays in line with growing business needs.
  • Represent Support Operations and interface effectively with cross-functional teams, senior-level business executives, and customers.

Requirements:

  • Minimum 3 years of industry experience.
  • Strong cross-functional Program/Project management skills, including planning, scheduling, monitoring, and stakeholder reporting.
  • Ability to work independently and in a team environment.
  • Ability to set clear direction by defining goals and priorities and evaluate/support the business needs.
  • Strong documentation and presentation skills, including creative thinking and willingness to work hands-on to deliver impactful outcomes.
  • Excellent problem-solving and interpersonal communication skills.
  • Demonstrates critical thinking skills, assimilates and implements new information rapidly, and thinks strategically.
  • Gathers and analyzes data to understand the pros and cons of different decisions and options.
  • Must have a desire for achieving excellence in customer satisfaction and support service delivery.
  • Goal-driven, self-motivated, persistent, and professional.
  • Experience working in a fast-paced, team environment.
  • Demonstrated experience in leading key projects, including leading strategic customer support programs from inception to successful rollout.
  • Looking for challenges and potential career growth opportunities leading to a management role. Prior experience in people management is desired.
  • Excellent analytical thinking, analysis, and problem-solving skills.
  • Ability to communicate abstract ideas clearly and independently manage complex project objectives.
  • Strong verbal and written communication skills, including negotiation, presentation, group facilitation, and influence.
  • Must be able to quickly pick up tools, systems, and processes.
  • Demonstrates specific service and operational skills necessary to achieve established and stretch business goals.
  • Must be able to work effectively with cross-functional teams while representing Support and work with others in a collaborative fashion.
  • Must be able to lead projects autonomously as well as in coordination with Technical Support leadership.
  • Must be able to demonstrate thought leadership by thinking strategically.
  • Develop and deliver presentations across various levels of the organization.
  • Must be able to prioritize and manage multiple efforts based on the needs of the business.
  • Manage team resources via forecasting and ongoing program management.
  • Utilize active listening to ensure feedback drives new initiatives and identifies areas of improvement.

About ServiceNow:

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.

Learn more on the Life at Now blog and hear from our employees about their experiences working at ServiceNow.

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