Training Business Process 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.

Job Summary:

The Training Business Process Manager will play a critical role in driving visibility, prioritization, and execution across the Customer Acceleration (CA) organization. This role supports CA leadership by tracking and aligning all active and incoming initiatives, ensuring strategic focus and disciplined execution across programs. The ideal candidate is a structured thinker and natural organizer with strong coordination and communication skills, capable of managing complexity and building clarity in a fast-paced, matrixed environment and leveraging AI technology.

Key Responsibilities:

· Demand Management: Aligning to organization-wide processes and technologies, serve as the central point of intake for CA-sponsored initiatives; track all incoming and active workstreams to ensure prioritization, visibility, and alignment across the organization.

· Cross-Functional Alignment: Represent CA’s priorities in key cross-functional initiatives—particularly with strategic products like Impact—by ensuring CA requirements are clearly communicated, considered in planning, and integrated into execution.

· Program Management: Own start-to-finish management of key CA customer-facing programs, ensuring goals, timelines, and deliverables are clearly defined and met.

· Initiative Tracking: Develop and maintain tools and processes, complementary to GLD processes and technologies, that provide a single view of all CA initiatives, including timelines, status, owners, and interdependencies.

· Operating Cadence: Facilitate recurring meetings and syncs with stakeholders to align on priorities, unblock progress, and communicate initiative health and outcomes.

· Project Lifecycle Support: Document and prioritize development needs and system/tool enhancements required for key initiatives. Act as a liaison to ensure requirements are gathered, scoped, and tracked through to completion.

· Process Documentation: Create and maintain internal documentation (SOPs, workflows, decision logs, intake forms) that standardize and scale CA operating practices.

· Global Consistency: Support standardization efforts across regions, identifying gaps in customer engagement and internal processes, and work to harmonize practices and tooling.

· AI Enablement & Innovation Liaison: Identify opportunities to leverage AI, including agentic AI workflows, to improve efficiency and scale within backlog and consultancy processes. Act as a liaison between CA teams and the GLD AI Transformation Manager to evaluate, pilot, and implement AI-driven solutions.

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 of related experience with a Bachelor’s degree; or 3 years of related experience with a Master’s degree.
• Proven success in operations, demand management, program management, or a similar function—preferably in a technology-based SaaS or EdTech environment.
• Proven success managing complex, cross-functional initiatives from intake through execution and reporting.
• Strong ability to build structure in ambiguity and drive clarity in fast-paced environments.
•  Experience working in matrixed global organizations with diverse stakeholder groups.
• Excellent written and verbal communication skills, with strong executive presence.
• Familiarity with CRM, LMS, and enterprise systems; experience gathering and communicating business requirements to technical teams.
• Highly organized, self-motivated, and detail-oriented with a continuous improvement mindset.

FD21

For positions in this location, we offer a base pay of $102,900 - $169,800, 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. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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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