Senior Business Operations Analyst - Customer Excellence Group (CEG)

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.