Partner Operations Specialist

Summary

Join ServiceNow, a global leader in AI-enhanced technology, as a support specialist. You will manage support queues, resolve cases, and identify trends to improve team efficiency. Responsibilities include data quality reviews, becoming a subject matter expert in workflows, and collaborating with various teams. The ideal candidate has 2-4 years of experience in account or partner management within a SaaS or enterprise technology company. Excellent communication, organizational, and analytical skills are essential. The role requires flexibility to work across time zones and potentially night shifts.

Requirements

• 2-4 years combined experience in the areas of account management or partner/channel management
• Experience working in a SaaS, Cloud, or enterprise technology company preferred with Rich and diverse background of sales and partnership management
• Excellent attention to detail and Organizational skills
• Ability to work with multiple stakeholders across time zones and functions by being flexible based on requirement
• Ability to work in multiple shifts and even night shifts
• Highly self-motivated with superb customer service and prioritization skills
• Should be an expert in extracting the operational reports and analyzing the trends
• Should have a process improvement mindset
• High energy with the capability to multi‐task in a dynamic, rapidly growing organization

Responsibilities

• Effectively manage a set of support queues by responding and resolving support cases and escalations with high quality, speed, empathy, and accuracy
• Identify trends and key insights to drive impact to team goals including process, policy, user experience, and operational efficiency
• Capacity to clearly communicate results of analyses
• Complete data quality reviews and audits as needed
• Become a subject matter expert in workflows spanning a variety of partner policy and process integrity disciplines (examples: policy creation and enforcement, process optimization, measurement, and reporting in order to effectively advocate for operational efficiency)
• Improve integrity operations by understanding global challenges and needs, and influence scalable solutions to address industry segments and constituents' pain points
• Support partners to understand the impact of policy changes on the team’s current work and surface gaps in policy, process, and tools
• Collaborate with vendors and partner managers to share feedback, track remediation outcomes, and inform partner program improvements, drawing on partner or sales management experience
• Work cross-functionally with Sales. Legal, Finance and Marketing to support partners and programs team