Senior Business Operations Analyst

Summary

Join ServiceNow as a Business Operations Manager, contributing to the success of major area VPs/AVPs. You will manage business performance, key scorecard metrics (GRR, NRR, product adoption), and KPIs. Responsibilities include budget and headcount management, preparing leaders for customer meetings, and managing QBRs. You will also drive internal communications, creating engaging content and moderating social channels. This role requires proven operations or program management skills, excellent communication, and experience with AI integration. The position is based in Dublin but open to other EMEA locations.

Requirements

• 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
• Proven operations or programme management skills, ideally within a Consulting or Professional Services environment
• Excellent understanding of budget and headcount management
• Excellent understanding of functional operational processes
• Excellent verbal and written communication skills, teamwork skills, and an engaging personality
• Ability to translate business strategies into effective narratives
• Proven ability to effectively interface with a diverse range of roles at all levels
• Resourceful, self-motivated and able to independently prioritize shifting workloads in a high growth, ever changing environment
• Ability to work in a matrix organization structure

Responsibilities

• Provide business partnership support for Major Area VPs/AVPs ​
• Help manage business performance and attainment of key scorecard metrics, including GRR (Gross Retention Rate), NRR (Net Retention Rate) and Product Adoption
• Create and manage KPIs and scorecards for all individuals within the major area, including setting relevant targets down the IC levels ​
• Provide data and insights into the key trends related to GRR, NRR and adoption​
• Help determine get-well plans and program manage activities mitigating low adoption and at-risk customers
• Manage headcount and budgets for respective major area​
• Help prepare Major Area leader for key customer meetings, QBRs, etc with appropriate updates on the business ​
• Manage and maintain the budget, gather required inputs from leadership team and orchestrate department level reporting with Finance
• Manage Priority QBR cadence, accompanying deliverables and drive consistency of reporting
• Assist in organizing strategy and planning sessions and deliverables
• Be a thought-leader and influencer creating clarity out of ambiguity
• Provide guidance and help establish a culture that continuously strives towards best practices and operational excellence, while having fun
• Drive and evolve our plan for internal communications in a timely, relevant and engaging manner
• Implement thoughtful, innovative and engaging communications that build on and enhance ServiceNow’s purpose, culture, and strategic priorities
• Produce creative, relevant newsletters, All Hands decks, Now at Work posts, etc., rooted in our priorities; continually experiment with content to drive engagement
• Identify and recommend creative ideas to improve business operations and communications – be proactive
• Moderate social channels and constantly work to create authentic and engaging social/digital moments to support our culture
• Coordinate, scope and advise VP and leadership team involvement in internal events as needed