GTM Business Process Optimization Manager

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. Job Description 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.

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 -