Resource Manager

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.

What you will get to do in the role:

• Be a Trusted Partner to the respective Expert Services or Customer Success Stakeholder(s)
• Lead Capacity Forecasting activities to support respective segment
• Review, manage and execute staffing of resource requests
• Align staffing of billable personnel, maximizing ability to achieve billable utilization targets
• Support the creation and development of a sub-capacity partner framework  
• Manage competitive rates that ensue achievement of partner margin targets.
• Governance of partner certifications and high-quality resources.
• Maintain internal partner spend targets in line with required capacity.
• Provide regional services management whitespace reporting and capacity recommendations based on business requirements.
• Ensure skills inventory, resumes and profiles of are updated and accurate in line with policy.
• Contribute to professional services knowledge base through creation of best practices and lessons learned content.

To be successful in this role you have:

• 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.
• 5+ years in resource management
• 3+ years in a professional services organization
• The ability to apply judgement to any situation
• Ability to work in a high demand, constantly changing & fast paced environment
• Ability to work independently
• Professional verbal and written communication skills
• Excellent organization and prioritization management
• RMI Certification a plus

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. 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 [email protected] 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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