Senior Data Analyst/Engineer - AI/ML

Company Description
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 Description
This is a techno-operational role where you will be able to hone your technical and operational prowess. As an AI Data Operations Specialist, you will play a significant part in evolving the foundational Data services and capabilities for our AI and Machine Learning (ML) solutions that transform the user experience and workflow efficiency of enterprise services. You will also be deeply engaged with and providing support to our engineering team in data initiatives. You will provide excellent support to the BUs with a variety of requests for customer datasets in a complex landscape and must ensure that each interaction is handled with a professional attitude and a superior level of service- it is about passion, innovation, and excellence in a fast-paced and dynamic organization.
What you will achieve:

• Work directly with the BU and AI Product Managers and engineers to research, troubleshoot, and resolve data requests and issues in a timely manner.
• Work directly with our engineering scrum teams to provide needed technical or program support
• Develop a detailed understanding of the NOW platform, the architecture of our systems, software, and tools
• Be able to troubleshoot and root cause various types of issues and gaps
• Ensure that all issues/cases are addressed and responded to in a timely manner, in accordance with Service Level Agreements.
• Effectively prioritize and escalate issues when appropriate, driving problems to resolution as well as manage communication and expectations internally and with stakeholders
• Clearly and succinctly document the details around the case resolution, providing outstanding customer service and high-quality technical responses.
• Engage across corporate functions (Product Management, Development, QA, Operations, Environments) to partner together to solve issues, improve processes, and ensure we are delivering solutions to meet our customer needs.

Qualifications

• 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 in Engineering, CS, or Information Systems
• Self-motivated, customer-focused professional with strong follow-through and clear communication
• Coding experience and excellent verbal and written communication skills.
• Knowledge of AI and Machine Learning
• Excellent analytical, problem solving, and multi-tasking skills
• Experience leading technical teams is desirable
• Strong planning, scheduling, and organization skills.
• Ability to absorb new technologies quickly; enjoy fast paced, dynamic environment
• Ability to deal with the stress related to escalation impact and resolution timeframes and conflicting/competing priorities

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
Additional Information
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. Learn more here .
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 globaltalentss@servicenow.com 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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