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Licensing Operations Manager

2 meses atrás

São Paulo, São Paulo, Brasil ServiceNow Tempo inteiro
Company Overview

At ServiceNow, we harness technology to create a seamless experience for everyone, driven by our talented workforce. Our rapid pace reflects the urgency of the world, and our innovative spirit sets us apart in serving our customers and communities. By becoming part of ServiceNow, you will join a dynamic team of innovators who are curious and dedicated to excellence. We believe that your best contributions emerge when you are empowered to thrive and express your unique abilities, and we strive to facilitate that environment. Together, we aim high, supporting one another in realizing both individual and collective aspirations. The future is bright, and it begins with you.

With over 7,700 clients, we proudly serve around 85% of the Fortune 500 and are honored to be recognized among FORTUNE's 100 Best Companies to Work For and the World's Most Admired Companies.

Discover more about our culture on the Life at Now blog and hear firsthand from our employees about their experiences at ServiceNow.

If you feel you may not meet every qualification listed but are genuinely excited about the opportunity, we encourage you to apply. At ServiceNow, we are dedicated to fostering an inclusive atmosphere where every voice is acknowledged, valued, and respected. We welcome candidates from diverse and non-traditional backgrounds who may not follow a conventional path to this role. We believe that skills and experiences are transferable, and a strong desire to aim high makes for exceptional candidates.

Position Overview

Role Summary:

ServiceNow is seeking a talented analyst to become a vital part of our Subscription and Usage Analytics team. Within the Digital Go To Market organization, the ideal candidate will be a proactive individual capable of collaborating across various functions, including Pricing, Sales, Operations, Business Intelligence, Product, and Engineering teams globally, to elevate our program.

This role involves analyzing and interpreting license utilization data, reviewing contractual agreements to assist clients in understanding their use of the ServiceNow platform, and negotiating upsell strategies in collaboration with our Sales Organization to enhance customer value from their product entitlements.

The successful candidate will also engage in projects aimed at automating existing processes, working closely with stakeholders to gather requirements, optimize workflows, track tasks, conduct application testing, and gather feedback post-implementation (following agile methodologies). A strong foundation in customer data analytics, comprehensive knowledge of product licensing in a Cloud-based subscription environment, and seasoned experience in agile project management are essential.

Key Responsibilities:
  • Analyze license usage reports to identify new revenue opportunities through customer true-ups.
  • Collaborate with sales teams and lead customer discussions regarding licensing utilization and support upsell initiatives.
  • Educate clients on entitlement measurement logic and develop operational frameworks within their contracted entitlements.
  • Partner with the Business Intelligence team to enhance use verification and compliance for future ServiceNow platform developments.
  • Deliver individual and group projects aimed at refining current processes and creating new usage guidelines and enablement resources.
  • Ensure adherence to all business SLAs related to compliance processes.
  • Maintain comprehensive documentation for internal teams and clients.
  • Train users on best practices concerning compliance and use verification processes.
  • Identify manual processes for enhancement and automation, assisting in the development and execution of test plans as part of UAT (agile process).
  • Gather business requirements from stakeholders and develop a thorough understanding of the intended processes.
  • Analyze project requirements, determine optimal outcomes, and drive projects to successful completion in collaboration with all development and user teams.
  • Regularly communicate status updates to stakeholders and executive sponsors.
Qualifications:

Required Experience:

  • At least 8 years of robust experience in data analytics, pricing operations, sales operations, or deal desk, preferably within the software sector.
  • Strong verbal and written communication skills, with confident presentation abilities.
  • Experience working cross-functionally with diverse teams and cultures.
  • Solid understanding of cloud application technologies and concepts.
  • Ability to collaborate effectively, with a keen attention to detail.
  • Advanced proficiency in Excel, Word, PowerPoint, and Visio or similar tools.
  • Familiarity with BI Tools (PowerBI and Tableau) and experience handling large datasets.
  • Significant experience interacting with end customers.

Preferred Skills & Experience:

  • Experience in license compliance, audits, and/or usage verification roles.
  • Knowledge of critical path methodology or PERT.
  • Experience in developing dashboards using Tableau or Power BI, and familiarity with SQL/Snowflake.
  • Certification in Project Management methodologies.
  • Experience in workflow design, project management, and/or Agile SDLC.
  • Prior experience using the ServiceNow platform.
  • Experience as a user or administrator of cloud-based License Entitlement, CRM, and/or PRM solutions.
  • Willingness to assist wherever needed.
Additional Information:

ServiceNow is an Equal Employment 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.

At ServiceNow, we prioritize flexibility and trust in our distributed work environment.

If you require a reasonable accommodation to complete any part of the application process, or if you have limitations accessing or using this online application process and need an alternative method for applying, please reach out for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may need to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any necessary export license or other approvals required by the U.S. Government.