Sr Staff IT Systems/Support Analyst

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

The Role

We are seeking an experienced IT Supplier Partnership Manager to oversee strategic partnerships with key strategic suppliers, with a focus on professional services, hardware, software, SaaS, and cloud providers.

This role ensures suppliers deliver maximum value across cost, performance, compliance, utilization, and innovation The manager will drive a 360-degree supplier lifecycle framework from onboarding and governance to utilization optimization, innovation, and exit management, supplier partnership, and strategy 

What you will do 

• Develop and execute a 360-degree IT supplier engagement framework that integrates cost, performance, utilization, compliance, and risk.
• Build trusted partnerships with major strategic suppliers like software, cloud, hardware, and managed services 
• Align supplier product roadmaps with enterprise IT strategy and digital transformation goals
• Facilitate joint governance meetings and strategic innovation roadmap with suppliers and stakeholders,
• Governance, Performance, and Utilization Management 
• Define and manage supplier scorecards, KPIs, SLAs, and governance processes 
• Partner with ITAM teams to track software license usage, entitlements, and compliance 
• Explore software utilization trends e.g. (adoption rates, shelfware, underused licenses to optimize cost and supplier value)
• Ensure renewals and true-ups are informed by accurate utilization data 
• Provide regular reporting on supplier performance, utilization insights, and spend optimization 
• Innovation and Value Creation 
• Drive supplier collaboration on process automation, AI/ML, and emerging IT capabilities
• Leverage utilization data to improve adoption strategies and end-user experience 
• Identify opportunities to consolidate tools, optimize licensing models, and reduce redundant spend 
• Risk and Lifecycle Management 
• Conduct ongoing risk assessments for IT suppliers across cybersecurity, compliance, and operational resilience 
• Ensure suppliers align with IT lifecycle, cloud governance, and sustainability requirements 
• Manage renewals, transitions, and exit strategies to align with utilization goals
• Partner with Security, Compliance, and Legal to ensure all suppliers meet enterprise assurance standards 

Qualifications

The ideal candidate brings:

 8 years in strategic supplier management, IT procurement, and hardware/software management 
•    Proven experience managing strategic IT suppliers 
•    Proven ability to track and optimize software utilization and adoption 
•    Knowledge of SaaS, cloud subscription, and perpetual licensing models 
•    Skilled in ITAM tools like ServiceNow are preferred 
•    Strong negotiation, governance, contract management, and stakeholder engagement experience 
•    Strong understanding of cybersecurity, regulatory, and compliance requirements for suppliers 
•    Strong data and financial acumen 
•    Experience with software utilization data and cost optimization 
•    Experience with IT contracts and licensing
•    Experience with strategic supplier relationship management 
•    Strong risk and compliance orientation 
•    Innovation mindset 
•    Executive-level communication and influencing

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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 globaltalentss@servicenow.com 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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