Data Scientist Decision Support

Company Description
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.
Job Description
At ServiceNow, we make the world work better for everyone. Our global Customer Service & Support (CSS) team is at the heart of that mission-ensuring our customers have seamless, efficient, and exceptional experiences.
We are looking for a Decision Scientist, Enterprise Data Management & Continuous Improvement to operationalize predictive models, design rigorous experiments, and translate insights into clear, actionable recommendations for executives. This role will help us treat data as a critical business asset-reliable, secure, compliant, and readily available to drive decision-making, innovation, and growth.
As a Decision Scientist, you will help design and test predictive models that improve support outcomes (case volume, time-to-resolution, deflection, and containment). You'll support experimentation, build forecasts, and turn data into insights that shape programs and priorities across CSS. This is a hands-on role where you'll grow your technical and analytical skills while contributing to meaningful business impact.
Key Responsibilities

• Support the development of forecasts (volume, time-to-resolution) and basic uplift/propensity models.

• Assist in designing and analyzing A/B and holdout tests; summarize impact for key stakeholders.

• Build driver analyses and scenario models with guidance from senior team members.

• Write clean SQL and Python code to build data pipelines and analysis workflows.

• Document methodologies and ensure Responsible AI practices are followed.

• Partner with cross-functional teams to translate insights into recommendations.

• Create clear, concise visualizations and presentations for business audiences.

• Monitor model and forecast performance, highlighting issues or opportunities.

• Stay current on trends in predictive analytics and experimentation, sharing learnings with the team.

Qualifications
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.
• Proficiency in SQL and Python; experience building analyses or simple models.
• Familiarity with experimentation concepts (A/B testing, control/holdout design).
• Strong foundation in statistics and data analysis methods.
• Experience with data visualization tools (Tableau, Power BI, Plotly, or equivalent).
• Strong communication skills with the ability to translate data into actionable insights.
• Nice to have: exposure to cloud data platforms (Snowflake, Databricks, AWS, GCP, or Azure), AI/ML basics, or support/customer success analytics.

Basic Qualifications:

• 2+ years of experience in data science, analytics, or a related field.

#CSTAS
Additional Information
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, 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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