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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.

About Digital Technology:

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.

Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them.

The Role:

ServiceNow is seeking an enthusiastic Go To Market Functional Lead - Quoting to join the Go To Market – Sustain team where we strive to make the world of selling better by optimizing and supporting Sales processes and infrastructure.

The individual will be a key member of the Go-To-Market Functional Lead team, partnering with Sales, Sales Support, and Sales Operations to optimize system health and efficiency. This role will rapidly resolve recurring production issues, develop AI tools for ticket deflection and self-service, and project-manage critical issues through the development cycle in close collaboration with business partners.

What you get to do in this role:

+ Develop deep expertise in sales processes and systems to support internal adoption.

+ Drive automation, AI-based ticket deflection, and maintain AI reference materials.

+ Lead data quality initiatives across quote-to-order infrastructure.

+ Own and manage the Problem ticket backlog, driving cross-functional resolution.

+ Deliver high-quality support to resolve priority business issues.

+ Lead stakeholder review meetings to share trends, fixes, and updates.

+ Improve L1/L2 support by reducing production issues, identifying trends, and accelerating resolution times.

+ Configure legal and fallback language in quoting systems of record.

+ Project-manage recurring production issues to resolution through problem-to-solution workflows.

+ Partner with Product Owners, Analysts, Engineering, Change Management, and IT on system enhancements and updates assisting with requirement gathering and testing.

+ Analyze incident trends, address root causes, and contribute to internal knowledge bases.

+ Participate in special projects and other assigned duties.

+ Collaborate across departments to achieve organizational goals.

+ Own and report DT support metrics within quote-to-order systems.

+ This role may require up to 20% travel based on stakeholder location and collaboration opportunities

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.

+ Bachelor’s Degree in Information Systems Management, Business, or related field.

+ The ideal candidate will have at least 3 to 5 years of experience in positions relating to CRM, Configure, Price, Quote, forecasting applications and related quote to cash systems; preferably in a SaaS environment.

+ Experience in Development Cycles / QA / or UAT testing a plus.

+ Experience with seller quoting methodology and best practices a plus.

+ Experience in legal clauses and/or business clauses configuration in quoting systems a plus.

+ Comfortable with learning new technology and business processes.

+ Excellent written, verbal, interpersonal, and problem-solving skills.

+ Excellent Project Management Skills.

+ Attention to detail with excellent planning and organization skills and can adjust to changing demands to prioritize among multiple deliverables and tasks in a fast-paced environment.

+ Proven ability to work both independently and as part of a team while demonstrating key traits of creativity, initiative, and flexibility.

+ Exceptional critical thinking skills, using logic and reasoning to identify strengths and weaknesses of alternate solutions, conclusions, or approaches to problems.

+ Strong team player with ability to build relationships and experience collaborating across our global teams.

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For positions in this location, we offer a base pay of $97,800 - $161,400, 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 (https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/other-document/careers/new-world-of-work-personas.pdf) . 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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