ServiceNow's Customer Service & Support (CSS) team needs to drive data-driven transformation, enhance efficiency through predictive insights, and improve decision-making through executive storytelling, data modeling, and future-focused models to ensure customers have seamless, efficient, and exceptional experiences.
Requirements
- 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.
- Experience building highly scalable solutions for real-time analysis and reporting for multi-terabyte data sets using technologies like: Impala, Hive, HBase, Spark and Hadoop environment in general.
- Solid hands on experience with SQL, python and spark
- In depth knowledge of data Science & Machine Learning Methodologies
- Experience working with real time large time series data pipelines
- Experience with anomaly detection, alerting and monitoring strategies and implementations
- Statistics and Mathematical Modeling experience
Responsibilities
- Develop and lead the global Customer Service & Support (CSS) data management strategy, including governance, architecture, stewardship, and operations with an emphasis on AI
- Build predictive models that guide business decisions for Support with an emphasis on AI
- Translate complex analytics into executive-level strategic recommendations, provide critical updates to Support executives that inform decision making and investments.
- Establish foundation for advanced predictive analytics capabilities
- Tie data to capacity, headcount and funding models that incorporate shifts from the leverage of AI, maximizing resource allocation and spend
- Visualize key Support trends and patterns that drive action and programmatic investments to address gaps.
- Improve productivity and efficiency models to incorporate AI planning and associated savings
Other
- Ideal candidate is highly motivated, self-driven and flexible
- Ability to learn quickly in a fast-paced environment
- Proven experience managing/leading geographically distributed teams
- Excellent written and verbal communication skills
- 15+ years of overall data science or data analytics experience with 5+ years in management positions
