Data Scientist, Decision Support

At ServiceNow, our global Customer Service & Support (CSS) team ensures customers have seamless, efficient, and exceptional experiences. We are looking for a Decision Scientist to operationalize predictive models, design experiments, and translate insights into actionable recommendations. In this role, you will develop, test, and scale predictive models that improve support outcomes while maximizing capacity. Key responsibilities include developing forecasts, designing A/B tests, building driver analyses, and shipping production-ready features in SQL/Python. The Decision Scientist will translate data-driven findings into executive recommendations, evaluate model performance, and champion a data-driven culture within CSS. The successful candidate will have experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.