GTM Process Optimization Lead — AI-Driven Process Docs

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

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