GTM Business Process Optimization Manager

ServiceNow; California (MO); Hybrid; USD 114,000 - 200,000; Full time

Benefits offered by this job

Health plans

401(k) match

ESPP

Matching donations

Flexible time away

Family leave

Job summary

ServiceNow is seeking a GTM Business Process Optimization Manager to support the GTM Strategy and Process team during a high-priority initiative delivery. The role translates complex process designs into clear documentation and structured BRDs, enabling cross-functional alignment with marketing, business development, and sales.

You'll drive AI-enabled efficiency, coordinate milestones, and support testing and launch, turning strategy into durable artifacts that operationalize the end-to-end

Qualifications

• BA/BS in Marketing, Business, or a related field.
• 7+ years of experience in B2B Marketing functions; marketing operations, business process analysis, process improvement or business operations.
• Demonstrated experience mapping and documenting end-to-end workflows.
• Proficiency with process-mapping and diagramming tools such as Miro, Lucidchart or Visio.
• Experience writing business requirements documents (BRDs) for technical or systems teams.
• Fluency with AI tools and a track record of using them to reduce manual effort and accelerate documentation or process work.
• Project coordination experience across cross-functional workstreams.
• Ability to ramp quickly in an unfamiliar environment and work independently against tight timelines
• A collaborative, flexible operating style — you bring people along, adapt as the path evolves, and align rather than dictate.

Responsibilities

• Document processes. Turn current- and future-state process designs into clear, structured documentation — process maps (L1–L3), workflows, and standard operating procedures — so each design is legible, reusable, and ready to hand off.
• Build business requirements. Draft and structure business requirements documents that translate process designs into documented requirements and acceptance criteria for technical and systems teams. You produce complete, well-organized requirements artifacts from the business direction the team provides.
• Drive AI-enabled efficiency. Use AI tools to automate and accelerate documentation and process work — reducing manual effort, standardizing artifacts, and building repeatable, reusable ways of working.
• Coordinate delivery. Provide project coordination across the initiatives you support — tracking milestones, dependencies, and action items, maintaining cadence, and keeping cross-functional partners aligned to timelines.
• Support testing and launch. Produce launch-related documentation and support user acceptance testing, validating outputs against documented acceptance criteria.

Skills

Marketing operations

Process mapping

BRD writing

AI tools

Project coordination

Cross-functional collaboration

Education

BA/BS in Marketing, Business, or related field

Tools

Miro

Lucidchart

Visio

Job description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

ork 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.

Role:

The GTM Business Process Optimization Manager role will be supporting the GTM Strategy and Process team through a period of high-priority initiative delivery. The team designs the end-to-end processes that connect marketing, business development, and sales into one operating model, and translates those designs into the requirements that technical and systems teams build against. This role adds dedicated documentation and delivery capacity so the team's strategists can stay focused on design and cross-functional alignment while their work gets captured, structured, and moved forward cleanly. It's an ideal fit for someone who's excellent at turning complex process thinking into clear, durable documentation and requirements.

What You’ll Be Doing:

• Document processes. Turn current- and future-state process designs into clear, structured documentation — process maps (L1–L3), workflows, and standard operating procedures — so each design is legible, reusable, and ready to hand off.

• Build business requirements. Draft and structure business requirements documents that translate process designs into documented requirements and acceptance criteria for technical and systems teams. You produce complete, well-organized requirements artifacts from the business direction the team provides.

• Drive AI-enabled efficiency. Use AI tools to automate and accelerate documentation and process work — reducing manual effort, standardizing artifacts, and building repeatable, reusable ways of working.

• Coordinate delivery. Provide project coordination across the initiatives you support — tracking milestones, dependencies, and action items, maintaining cadence, and keeping cross-functional partners aligned to timelines.

• Support testing and launch. Produce launch-related documentation and support user acceptance testing, validating outputs against documented acceptance criteria.

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

• BA/BS in Marketing, Business, or a related field.
• 7+ years of experience in B2B Marketing functions; marketing operations, business process analysis, process improvement or business operations.
• Demonstrated experience mapping and documenting end-to-end workflows.
• Proficiency with process-mapping and diagramming tools such as Miro, Lucidchart or Visio.
• Experience writing business requirements documents (BRDs) for technical or systems teams.
• Fluency with AI tools and a track record of using them to reduce manual effort and accelerate documentation or process work.
• Project coordination experience across cross-functional workstreams.
• Ability to ramp quickly in an unfamiliar environment and work independently against tight timelines
• A collaborative, flexible operating style — you bring people along, adapt as the path evolves, and align rather than dictate.

For positions in this location, we offer a base pay of $114,200 - $199,900, 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. 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, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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 [e-mail] 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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