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.

As ServiceNow continues its unprecedented growth, we are building a data-driven sales engine on top of an ever-expanding GTM Knowledge Graph — connecting signals across pre-sales, sales, and post-sales motions to guide decisions, and increasingly investing in AI models to uncover insights that drive ACV growth. 

The Senior Manager, GTM Insights will manage a team of Insights Analysts and lead their evolution into full-stack product analysts — individuals who don’t just answer questions but own the full lifecycle of a business insight, from discovery through structured analysis to prototyping scalable solutions that expand the Knowledge Graph. This is not a traditional analytics management role. We need a hands-on leader who can accelerate that transformation, coaching the team to build compelling, cross-domain narratives that connect signals across the Knowledge Graph and move the business forward. 

This role will own two critical spaces: cross-product insights that synthesize signals across multiple GTM functions, and greenspace analysis that brings structure and rigor to emerging business areas, establishing the reporting and analytical frameworks. As patterns emerge, this leader will partner with product-area PMs to scale prototypes into enterprise products. The goal is to build an Insights team that doesn’t just report on the business but actively shapes its direction. 

What You Get to Do in This Role 

1. Lead and develop a high-performing Insights team, coaching analysts to build compelling narratives that connect signals across the full GTM Knowledge Graph, spanning Marketing, Sales, Renewals, Customer Success, and Partnerships, rather than siloed functional views. Set the bar for analytical rigor, storytelling quality, and executive-ready deliverables. 

1. Own cross-product and greenspace analysis — work that often sits across product-area boundaries, synthesizing signals that no single domain can see in isolation. Bring analytical structure to emerging business areas, establishing the reporting and analytical frameworks, and partner with product-area PMs, Data Science, Engineering, and Business Operations to scale the team’s best work into conversational analytics tools and dashboards adopted across the enterprise. 

1. Serve as a trusted thought partner to senior GTM leaders, independently engaging VP and C-level stakeholders to deliver insights, challenge assumptions, and recommend actions. Build deep relationships to leaders in Sales, Finance, Marketing, Renewals, Customer Success, and Partner organizations to ensure the Insights team is embedded in the most critical business conversations. 

1. Drive proactive business monitoring, establishing frameworks for real-time visibility into business health. Ensure the team rapidly identifies emerging trends, triages anomalies, and escalates with clear recommendations — not just alerts. 

1. Embed AI into the Insights workflow. Leverage conversational AI platforms as force multipliers for the team, compressing cycle times on ad-hoc analyses, raising the quality bar on deliverables, and freeing analysts for higher-order strategic thinking. Champion AI-driven pattern detection, predictive insight generation, and agentic workflows that accelerate time-to-insight. 

Desired Outcomes 

• Build and lead an Insights team recognized across ServiceNow as the go-to source for strategic GTM intelligence — not just data, but perspective. 
• Establish a repeatable cadence for proactive insight delivery that keeps leadership ahead of trends rather than reacting to them. 
• Own the cross-product and greenspace analytical agenda — becoming the team that brings clarity to the questions no one else is structured to answer, and scale proven insights into enterprise products that expand the Knowledge Graph. 
• Elevate the team’s storytelling capability so that every analysis connects the dots across the full GTM lifecycle and drives measurable business action. 
• Champion the integration of AI into the team’s analytical toolkit, accelerating both the speed and depth of insight generation. 

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.

Domain Expertise 

• 8+ years of progressive experience in strategy and / or business analytics within a GTM function (Sales, Marketing, Customer Success, Partnerships) in a B2B SaaS or cloud-based enterprise environment, with at least 3 years in a people management role is a must. 
• Deep understanding of end-to-end go-to-market motions: pre-sales pipeline generation, sales execution, and post-sales retention and expansion. Able to connect insights across these domains into a unified narrative that expands the GTM Knowledge Graph. 
• Bachelor’s Degree in an analytical field (e.g., Mathematics, Computer Science, Statistics, Engineering, Business, or related). Master’s Degree or MBA preferred. 

Leadership & Communication 

• Proven ability to build, develop, and retain high-performing analytics teams. Track record of coaching analysts to grow their strategic thinking, storytelling, and executive communication skills. 
• Significant executive presence — comfortable presenting complex analysis and making recommendations independently to VP and C-level audiences, both technical and non-technical. 
• Demonstrated ability to manage stakeholder relationships across functions, navigate ambiguity, and drive alignment in a fast-paced environment. 

Technical & Analytical 

• Strong analytical acumen with experience structuring ambiguous business problems into clear analysis plans and translating findings into actionable recommendations. 
• Hands-on experience with modern analytics tools: advanced SQL (Snowflake experience a plus), Tableau and/or Power BI, and advanced Excel/PowerPoint. 
• Experience embedding AI into analytical workflows, including conversational AI platforms, AI-assisted analysis, or agentic tooling. Familiarity with statistical methods, predictive modeling, Python, R, or Azure ML is a plus. 

Approach 

• Self-starter with a bias for action. Thrives in environments where proactive problem identification is valued over waiting for direction. 
• Relentlessly curious — models the behavior of digging deeper, asking “so what?” and “what’s next?” and instills that mindset in the team. 
• Highly collaborative with the skill and will to work through complex, cross-functional problems and fire drills with urgency and composure. 

JV20

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 [email protected] 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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