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ServiceNow, Inc. Senior Manager, Licensing Analytics & Use Verification in Waltham, Massachusetts

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We're looking for people who are ready to roll up their sleeves and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog ( and hear from our employees ( about their experiences working at ServiceNow.

Senior Manager, Licensing Analytics & Product Release Transformation

Location: Waltham, MA, Austin, TX, Atlanta, GA, San Diego CA


Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.

People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

The Subscription Analytics and Use Verification team of world-class analysts drive revenue and help customers achieve success on the ServiceNow platform through high-quality license usage analytics, working side-by-side with our sales teams and their customers to ensure they are in compliance with their subscriptions.

We are looking for someone who has proven leadership experience in implementing cross-functional enterprise-scale projects; who can work successfully at senior levels of the organization; who has exceptional communication skills; and carries a hands-on, “roll your sleeves up” attitude with an analytical, process-oriented mind-set.


As a Senior Manager on the Business Capabilities and Transformation side of the team, you will be responsible for managing a team of technical project managers and data specialists to implement cross-functional projects as part of a 2-year strategic roadmap; communicating, coordinating and collaborating with cross functional teams on a daily basis. Working most closely with the Engineering, Outbound Product Management and Business Units, you will be influencing all aspects of the product delivery process wherever compliance and usage verification applies.

For your programs, you will be the driving force to:

  • Identify gaps in the ServiceNow’s product release process and work with key stakeholders in Product, Engineering and Pricing to developing a process so that all products are auditable by GA for all ServiceNow business units.

  • Engage with senior leadership to establish licensing artifacts to be incorporated into the agile product release process in order to enable a robust compliance-ready release process.

  • Act as a key stakeholder and business process owner representing licensing compliance in various enterprise transformation programs (CPQ, Entitlement and Product MDM).

  • Engage stakeholders with a subscription management business strategy & roadmap, get buy-in, manage communications, expectations and dependencies.

  • Become the SME on licensing audit-ability rules, working closely with business unit leaders and IT to develop a rigorous governance process and to ensure a single pane of glass for all entitlement biz rules.

  • Continually define and groom epic and story product roadmap within a 3-4 release horizon with engineering and business units for all legacy products that have licensing anomalies.

  • Collaborate with engineering teams on release mgmt. understand status, risks, dependencies and help address risks and resolve issues.

  • Provide direction to wider use verification project teams working on enterprise transformation efforts, ensuring project execution aligns with team goals.

In order to be successful in this role, we need someone who has:

  • Hands on experience with B2B licensing and subscription-ready product development.

  • Minimum of 8 years’ project/program management with at least 2 years of that dedicated to running large enterprise level technical programs.

  • Minimum of 5 years’ experience as an Agile practitioner in a SaaS business.

  • Strong experience with workshop instruction based upon Agile, including experience with Agile estimation techniques, working knowledge of Agile tools and artifacts.

  • Ability to problem solve and get into the weeds.

  • Facilitation skills in leading and planning meetings, reviews, and retrospectives.

  • Excellent negotiation and persuasion skills across functions in a product

  • Strong customer orientation.

  • Ability to make decisions independently with a hands-on can-do attitude.

  • Exceptional organizational and planning skills.

  • Excellent leadership and proven people skills

  • Bachelor’s degree or equivalent experience in Computer Information Systems (CIS), Management Information Systems (MIS), Computer Science (CS) or related field

Desirable :

  • Working knowledge of SaaS install base and entitlement software.

  • Leading young teams in a high growth, fast paced environment, ideally a start-up.

  • Working knowledge of hardware and storage platforms, networking technologies, and datacenter power distribution systems is an advantage

We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.

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.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at +1 (408) 501-8550 (tel:(408)%20501-8550) , or for assistance.

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