Data Scientist

Description:

ServiceNow, a global leader in AI-enhanced enterprise cloud solutions, is seeking a Data Scientist, Decision Support to join its Customer Service & Support (CSS) team. The company is dedicated to helping organizations transform how they work by leveraging innovative cloud-based technology. This role is focused on using data-driven insights, predictive modeling, and experimentation to shape strategic decisions, improve customer support outcomes, and drive business growth.

Key Responsibilities:

• Develop, test, and scale predictive models to improve support metrics such as case volume, time-to-resolution, deflection, and containment.

• Design and execute A/B and holdout tests to measure program impact across portals, intelligent routing platforms, and virtual assistants.

• Build driver analyses, scenario models, and forecasts to guide executive decision-making and resource allocation.

• Productionize models and pipelines in SQL/Python, with lightweight use of dbt as needed.

• Monitor model risks, responsible AI factors, and ensure compliance with governance and privacy standards.

• Partner cross-functionally to translate data-driven findings into actionable executive-level recommendations.

• Maintain pipelines, dashboards, and monitoring frameworks to ensure reliability and accuracy of insights.

• Promote a data-driven culture by mentoring peers, enabling self-service analytics, and sharing best practices.

• Stay updated with AI/ML advancements, predictive analytics, and experimentation trends for adoption where impactful.

Qualifications:

• Proven experience in applying AI to business decision-making, automation, or process optimization.

• Strong technical skills in SQL and Python, with hands-on expertise in designing experiments and building production-ready pipelines.

• Background in support analytics, including SLA/shrinkage metrics, workforce and capacity planning, customer satisfaction linkage, and text analytics.

• Familiarity with ServiceNow data structures and support operations is a strong plus.

• Strong grounding in statistical modeling, causal inference, and experimental design.

• Skilled in translating complex analytics into executive storytelling and recommendations.

• Experience with visualization tools (Tableau, Power BI, Plotly, or equivalent).

• Knowledge of cloud-based data platforms such as Snowflake, Databricks, AWS, GCP, or Azure.

• Nice to have: familiarity with MLOps basics (MLflow), semantic search evaluation, and ServiceNow CSS domain context.

What We Offer:

• Competitive base salary ranging from $14425 to $25250 per month.

• Equity, incentive compensation, and comprehensive benefits including flexible spending accounts, 401(k) plan with company match, ESPP, healthcare plans, family leave, and flexible time away policies.

• Clear career growth in a global Fortune 500-recognized organization.

• A flexible work persona approach, allowing hybrid arrangements with trust and autonomy.

• Inclusive, supportive, and innovation-driven workplace culture.

Equal Opportunity & Accessibility:
ServiceNow is an equal opportunity employer. All qualified candidates will receive consideration regardless of race, gender, religion, sexual orientation, or other protected characteristics. Applicants requiring accommodation during the application process may contact globaltalentss@servicenow.com.