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Business Operations Specialist
1 week ago
Servicenow is a global market leader in providing innovative AI-enhanced technology to its customers. Founded in 2004 by visionary engineer Fred Luddy, the company has grown rapidly and now serves over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform connects people, systems, and processes to empower organizations to work smarter, faster, and better.
Job Description
In this role as Contracts Manager, you will play a crucial part in enabling sales growth, customer satisfaction, and product capabilities. You will guide our Product Management, Development, Support, Security, and Cloud Operations teams in aligning operational policies, commercial contract terms, and industry and regulatory trajectory. Your focus will be on bringing innovative products and programs to market by ensuring we have the appropriate agreements, internal policies, and processes in place to drive adoption at scale.
Key Responsibilities:
- Align products and programs with customer contracts, external regulations, and internal policies.
- Support the sales process by answering questions and participating in discussions on operational topics with internal business teams and/or customers.
- Participate in the development of operational policies to assure alignment with commercial contracts.
- Anticipate and answer customer questions about the use of Servicenow products, preparing written explanations, including FAQs and Sales talking points; integrating with engineering, security, privacy, and product development to identify evolving issues and potential concerns; participating in customer discussions; ensuring alignment of Servicenow contractual forms are consistent with operational framework.
Qualifications:
To succeed in this role, you must have meaningful experience in the Enterprise SaaS industry, ideally in Operations, Support, and/or Contract Management. You should have 3+ years of experience in contracts or commercial legal roles, with software/SaaS experience being an advantage. Your skills and qualifications include: extracting, analyzing, reporting, and making recommendations based on data using Servicenow tools and Excel; using your positive energy and excellent communication skills to maintain teamwork within our organization and drive successful outcomes cross-functionally with our business partners.
