Senior Data Operations Specialist

Company Description
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.
With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.
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Job Description
The Advanced Technology Group (ATG) at ServiceNow is a customer-focused innovation group building intelligent software and smart user experiences using existing and latest advanced technologies to enable end-to-end, industry-leading work experiences for customers. We are a group of researchers, applied scientists, engineers, and product managers with a dual mission. We build and evolve the AI platform, and partner with teams to build products and end-to-end AI-powered work experiences. In equal measure, we lay the foundations, research, experiment, and de-risk AI technologies that unlock new work experiences in the future.
This is a techno-operational role where you will be able to hone your technical and operational prowess. As a Senior Data Operations Specialist, you will play a significant part in evolving the foundational Data services and capabilities for our AI and Machine Learning (ML) solutions that transform the user experience and workflow efficiency of enterprise services. You will also be deeply engaged with and providing support to our engineering team in data initiatives. You will provide excellent support to the BUs with a variety of requests for customer datasets in a complex landscape and must ensure that each interaction is handled with a professional attitude and a superior level of service- it is about passion, innovation, and excellence in a fast-paced and dynamic organization.
What you get to do in this role:

• Work directly with the BU and AI Product Managers and engineers to research, troubleshoot, and resolve data requests and issues in a timely manner.
• Work directly with our engineering scrum teams to provide needed technical or program support
• Develop a detailed understanding of the NOW platform, the architecture of our systems, software, and tools
• Be able to troubleshoot and root cause various types of issues and gaps
• Ensure that all issues/cases are addressed and responded to in a timely manner, in accordance with Service Level Agreements.
• Effectively prioritize and escalate issues when appropriate, driving problems to resolution as well as manage communication and expectations internally and with stakeholders
• Clearly and succinctly document the details around the case resolution, providing outstanding customer service and high-quality technical responses.
• Engage across corporate functions (Product Management, Development, QA, Operations, Environments) to partner together to solve issues, improve processes, and ensure we are delivering solutions to meet our customer needs.

Qualifications
To be successful in this role, you will need the following qualifications:

• 5+ years of related experience with a bachelor's degree in Engineering, CS, or Information Systems
• Self-motivated, customer-focused professional with strong follow-through and clear communication
• Coding experience and excellent verbal and written communication skills.
• Knowledge of AI and Machine Learning
• Strong planning, scheduling, and organization skills.
• Ability to absorb new technologies quickly; enjoy fast paced, dynamic environment
• Ability to deal with the stress related to escalation impact and resolution timeframes and conflicting/competing priorities
• Skilled in rapidly standing up processes, building reports and dashboards
• A team player attitude, who will work across the organization and company to continue improving the way we serve our customers.

For positions in the Bay Area, we offer a base pay of $121,500 - $206,500, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.
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.
At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.
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 [email protected] 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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