Business Insights Analyst, Partner Success Quality

Job Description

Transforming the world of work is one of the most pressing issues that business leaders face today and, as the defining enterprise platform of the 21st century, ServiceNow is poised to be the platform of choice to tackle this critical imperative. But we will not do it without a strong partner ecosystem, customer success and happy customers. That is exactly where this role comes into play.

As a Business Insights Analyst, Partner Success Quality, you will play a key role in delivering on the ACE transformational vision: ‘Partner Success’ is synonymous with ‘Customer Success’.

At a business level, your primary focus will be to develop strategies, tools, processes and procedures to track and measure Partner quality. This will include working cross functionally internally and externally to provide Partners and ACE with a Partner Success platform, providing innovative reporting/dashboards to inform and drive action to continually improve quality.

You will also help drive procedures/process benefitting the entire ecosystem to ensure ServiceNow assets are delivered to the right people at the right time.

This role reports to the Senior Manager, Quality & Value Management Office, Partner Success.

• Develop strategies with Customer Analytics teams to design new dashboards and reports for both ACE, ACE Stakeholders and Partners that provide actionable information on implementation quality
• Identify trends affecting implementation quality
• Design and lead the development of an interactive Partner Success Platform that provides Partners with Quality Standard Operating Procedures, Processes and data transparency
• Develop proactive alerts related to implementation quality
• Design, develop, deploy, and maintain SOP’s that both Partners and ACE utilize to elevate customer success and implementation quality to the top of all parties agenda. Outcomes include defining the Partner implementation journey map
• Ensure compliance for key processes such as Deployment registration

• Design, develop, deploy tools to drive at scale reviews and services to Partner Success Managers (High Touch) and Partners (Self-Service) to use to continually assess, benchmark and drive quality improvements
• Ensure key assets and content are pushed to Partners through new processes such as deployment registration
• Provide governance of key delivery surveys such as: CSAT, NPS, Business Outcomes, Post Deployment and Co-Delivery
• Establish new ways for Partners to communicate with ServiceNow
• Represent the voice of the Partner in ServiceNow around the topic of quality

Qualifications

• 5+ of years working with sales, marketing, and/or Channel and Alliance partnership management.
• A team player that is goal-oriented and confident, with aptitude and desire to work with high-performing teams.
• +3 years experience working in a professional services organization in a quality or audit type capacity
• +3 years as working for a Partner in either the ServiceNow ecosystem or one similar
• This individual must demonstrate an ability to get things done, manage multiple stakeholders both internally and externally and build consensus and resolve conflict in a highly collaborative manner.
• Ability to create a productive network within ServiceNow and be an influencer
• Persuasive communication skills, both written and verbal.
• Diligent at measuring and communicating progress to achieve targeted business results, identifying obstacles and associated remediation plans.
• Be adaptable and flexible, able to work and thrive in a highly dynamic environment.

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.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date.VisitourCandidate FAQ page to learn more.

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 [emailprotected]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.

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Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.

A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.

A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.

A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office,including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to workwithin their state, province, region, or country of employment.