At ServiceNow, the business problem is to operationalize predictive models, design rigorous experiments, and translate insights into clear, actionable recommendations for executives to improve support outcomes and maximize capacity.
Requirements
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
- Strong skills in SQL and Python with hands-on experience in experimentation design and analysis.
- Experience with support analytics (examples: backlog/SLA/shrinkage and productivity analytics, measuring AI impact (assisted vs autonomous), text analytics on case notes and KBs, workforce and capacity planning tie-ins, CSAT/NPS and sentiment linkage, cost-to-support modeling)
- Familiarity with ServiceNow data structures a plus
- Demonstrated experience with AI
- Strong grounding in statistical modeling, experimental design, and causal inference methods.
- Experience with data visualization and storytelling tools (e.g., Tableau, Power BI, Plotly, or equivalent)
Responsibilities
- Develop and maintain forecasts (volume, TTRF) and uplift/propensity models for deflection and containment.
- Design and analyze A/B and holdout tests across portal, IRP, and NAVA; quantify incremental impact.
- Build driver analyses and scenario models that tie directly to program decisions and investments.
- Ship production-ready features and pipelines in SQL/Python (with lightweight dbt where needed).
- Document and monitor model risk and Responsible AI considerations.
- Translate data-driven findings into compelling executive recommendations that influence strategy and resourcing.
- Continuously evaluate and improve model performance, ensuring accuracy, fairness, and business relevance.
Other
- 6+ years of experience in data science (forecasting, causal inference, uplift modeling).
- Proven ability to translate complex findings into clear executive-level storytelling.
- Familiarity with B2B, Customer Success or Support
- Proven ability to translate complex analyses into clear recommendations.
- Ability to partner cross-functionally to drive business outcomes
