Subscription Usage Verification Analyst

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.

ServiceNow is currently seeking an exceptional analyst to join our Subscription Usage Verification team. The candidate should be a self‑starter, easily able to work cross‑functionally with Sales, Renewals, Operations, Business Intelligence, Product, and Engineering teams across the globe to help take our program to the next level. Working as part of a Subscription Usage Verification team, this individual will take responsibility for analyzing and interpreting license utilization information, reviewing contractual data to help our customers understand their usage of the ServiceNow platform, and negotiating upsell motions in partnership with our Sales Organization to support ServiceNow customers as they optimize the value they receive from each of their product entitlements.

This individual will also support related projects to automate current processes, including working with stakeholders to gather requirements, workflow optimization, task tracking and follow‑up, application testing and post go‑live feedback (following agile). A strong background in customer data analytics, in‑depth knowledge and solid understanding of product licensing within a Cloud‑based subscription business is desired as well as being a seasoned agile project manager experience.

Responsibilities

Run and analyze license reports on usage across customers to identify true‑up new revenue opportunities

Work closely with sales team and lead customer meetings to discuss licensing utilization

Negotiate the usage true up motion to validate fully addressal of customer cleanup or true up of validated product overages

Educate our customers on entitlement measurement logic and structure a way for them to operate within their contracted entitlements

Work with Business Intelligence team on ways to improve use verification & compliance on future developments of the ServiceNow platform

Deliver individual and group projects to improve current processes and develop new usage guidelines & enablement sources

Meet and take responsibility for all business SLAs related to compliance processes

Maintain ongoing documentation for internal teams and the customers

Train other users on best practices around compliance and use verification processes

Identify manual processes for improvement and automation, assist in developing and executing test plans on new functionality for as a part of UAT (agile process)

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.

Minimum 5 years’ strong experience in a license compliance, data analytics, pricing operations, sales operations, renewals, or deal desk, preferably in software industry

Strong verbal and written communication and confident presentation skills

Exposure to working cross‑functionally with different teams and nationalities

Solid understanding of cloud application technologies and concepts

Ability to work well with others, objectivity with excellent attention to detail

Advanced skills using Excel, Word, PowerPoint, and Visio or similar products

Exposure to BI Tools (PowerBI and Tableau) and working with large data sets

Significant experience working with end customers

Willingness to assist wherever help is needed

Desired Skills & Experiences

Experience in license compliance, audit and/or usage verification role

Experience developing dashboards in Tableau or Power BI, and exposure to SQL/Snowflake

Certification in Project Management methodologies

Workflow design, project management, and/or Agile SDLC experience

Prior experience using the ServiceNow platform

Prior experience as a user or administrator of cloud‑based License Entitlement, CRM and/or PRM solutions

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 https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/other-document/careers/new-world-of-work-personas.pdf . 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 globaltalentss@servicenow.com 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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