Job Description

WHAT IS THE MIGRATION ‘CENTER OF EXCELLENCE’?

Migrations are one of the top pain points in the renewals process – requiring a significant investment of time and effort from reps and renewal account managers today. To address this, we are standing up a ‘Migration Center of Excellence’ that will provide migration expertise and enablement to make the process easier for both reps and renewal account managers across the globe.

The ‘Center of Excellence’ will be made up of a team of migration subject-matter-experts, who will use best practices and strategic expertise to make the migration process easier for account teams. 

WHAT YOU GET TO DO IN THIS ROLE:

Migration CoE reps will have two primary responsibilities: 1) provide support to accounts with upcoming migrations, and 2) maintain and create migration-specific enablement for reps and renewal account managers.

The team’s primary focus is providing account-based support to reps. There are two key types of migration support – ‘light touch’ and ‘hands on’ support.

‘Light touch’ support will entail sending the rep/ RAM relevant off-the-shelf materials and guidance to help guide their migration strategy.

Under ‘hands on’ support, the Migration CoE team will help develop customized migration strategy options for highly complex legacy migrations using migration calculators and knowledge applied to the customer situation.

The team will also maintain and create migration-specific enablement for reps and renewal account managers. Specifically, the team will significantly improve the current migration enablement, by tailoring it to sales audiences with a sales strategy approach. This includes taking stock of current enablement materials coming out of the BUs, pricing ops, etc., understanding where there are gaps, and either enhancing the existing enablement or working with other teams (BU, pricing ops) to create additional content as needed. As products change over time, the Migration CoE team will be responsible for ensuring the migration enablement and tools are kept up to date and are useful to sales reps.

As this is a new team, helping to launch the ‘Center of Excellence’ will be a great opportunity to lead an effort that will contribute significantly to the improvement of the renewals process for everyone at NOW.

Qualifications

KEY RESPONSIBILITIES INCLUDE:

• Support migrations:
  • For select accounts, leverage existing migration calculators and enablement to create account-specific migration recommendations and selling strategies based on customer usage and entitlements and business use case
  • Provide limited follow-up guidance and support on especially complex migrations as needed; participate in client meetings for special cases
  • For other accounts, provide relevant off-the-shelf enablement based on customer’s current SKU and entitlements
• Develop & build upon migration enablement for account teams:
  • Use a strategic sales perspective to significantly enhance current migration tools and enablement
  • Create new migration enablement that can be applied to most account situations and used ‘off the shelf’ in renewals process
  • Develop FAQ list and templatized enablement for all legacy SKU changes to be shared with all reps
  • Collaborate with BUs, pricing operations, and other relevant teams as needed to develop relevant enablement and migration templates
  • Deeply understand all legacy SKUs (ITSA unlimited, SMS, SMS v2, ITSM Suite) and their planned successors
  • Following product changes, enhance/ add-to existing, or create new, non-legacy migration enablement content that can be used ‘off the shelf’ in a renewals process

IN ORDER TO BE SUCCESSFUL IN THIS ROLE, YOU MUST HAVE:

• Deep knowledge and understanding of renewals process at NOW
• Significant experience developing strategies for product migrations, especially from ‘legacy’ SKUs
• Deep knowledge on all NOW product offerings and extensive experience with legacy SKU migrations
• Strong alignment skills & ability to partner cross functionally with multiple organizations simultaneously
• Strong knowledge on platform and business value/ROI
• Desire to help launch a new team and openness to working in a fast-changing environment

Additional Information

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, or talent.acquisition@servicenow.com 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.