• This role combines portfolio intelligence with hands-on strategic initiative leadership, enabling the I&A organization to both understand portfolio performance and accelerate the initiatives that matter most. • Partner with senior leadership to shape, prioritize, and operationalize high-impact strategic initiatives across the organization. • Establish and maintain portfolio governance structures to track initiative progress, manage risks, and ensure alignment with enterprise objectives. • Drive cross-functional coordination among business units to advance key programs and resolve execution barriers. • Facilitate strategic reviews and leadership discussions to evaluate progress, adjust priorities, and ensure effective resource allocation. • Support long-range planning by translating enterprise strategy into a structured portfolio of initiatives and investments. • Identify opportunities to improve portfolio management processes, frameworks, and decision-making structures. • Design and build comprehensive portfolio dashboards that provide real-time visibility into initiative health, resource utilization, delivery velocity, risk exposure, and business impact across the I&A landscape. • Develop analytics frameworks and measurement models that define how success is measured, tracked, and reported—including leading and lagging indicators, health scoring methodologies, and benefit realization tracking approaches. • Create executive-level insights and narratives by analyzing portfolio data to identify trends, patterns, anomalies, and strategic implications—translating metrics into meaningful business stories for leadership consumption. • Define and track portfolio KPIs in partnership with governance and strategy leads, ensuring metrics are aligned to business outcomes and consistently reported. • Design and maintain the portfolio reporting calendar, establishing regular cadences for performance reviews, trend analysis, and strategic planning cycles. • Conduct ad hoc analysis and scenario modeling to support strategic decisions, business case development, capacity planning, and investment prioritization discussions. • Partner with business intelligence and data engineering teams to leverage enterprise analytics platforms and build scalable reporting solutions. • Support executive presentations with data-driven content, compelling visualizations, and analytical narratives that inform leadership decision-making.

• Maintain and update campaign status trackers documenting the status of all live, launching, and ending paid media campaigns. • Organize and file campaign briefs, approved media plans, and agency trafficking documents to ensure the team has a clear, accessible record of what was planned and approved. • Maintain proof-of-posting archives — collecting screenshots and delivery confirmations from the agency to document that campaigns launched as planned. • Assist in organizing campaign assets, creative files, and tagging documentation. • Monitor key campaign milestones and flag upcoming deadlines or missing agency deliverables to the Associate Manager/ Sr Manager. • Serve as a supporting day-to-day point of contact for routine agency requests, information gathering, scheduling and document collection. • Collect weekly / monthly campaign performance data and reporting from the agency, to support campaign performance reviews. • Track agency deliverable timelines (media plans, reports, invoices) and send proactive reminders when deadlines are approaching. • Support trafficking setup by preparing spreadsheets, tracking IDs, and QA checklists. • Support the Manager and Ad Operations team in reviewing agency campaign setup documentation against approved briefs. • Contribute to the completion of Campaign Launch QA Checklists, verifying that targeting parameters, audience segments, creative tags, and landing page URLs align with the approved Activation Plan. • Flag any setup issues or inconsistencies to the Associate Manager/Sr Manager for agency follow-up and resolution. • Log invoices and update budget trackers as media spend is recorded, ensuring documentation stays current and accurate. • Maintain organized files of invoices and budget documentation to support monthly reconciliation and audit readiness. • Support budget pacing oversight by maintaining spend logs and surfacing overspend or underspend patterns to the Associate Manager/Manager. • Track the delivery of creative assets from internal teams to the agency, flagging delays that could impact campaign launch timelines. • Help coordinate timing and handoffs across internal stakeholders to keep campaigns launching on plan and on strategy.

• Define the overall content strategy and web page experience approach for ServiceNow.com, ensuring alignment with marketing campaigns, product positioning, brand messaging, and customer journey objectives. • Establish best practices for web content planning, audience targeting, page optimization, conversion tactics, personalization strategies, and A/B testing methodologies. • Work with Product Management teams who own the underlying CMS and design system platforms, providing business requirements for capabilities needed to support content goals. • Drive innovation in how ServiceNow.com engages audiences through content, messaging, layout, personalization, and interactive experiences. • Establish frameworks for measuring web page performance including engagement metrics, conversion rates, content effectiveness, and campaign impact. • Guide the team in designing and executing testing strategies (A/B tests, multivariate tests, personalization experiments) to continuously improve performance. • Review analytics and test results with the team to identify optimization opportunities and scale successful approaches across the site. • Champion a culture of experimentation, data-driven decision making, and continuous improvement. • Lead, mentor, and develop a team of Web Experience Managers with diverse areas of ownership. • Provide expert coaching on digital marketing best practices, web content strategy, testing methodologies, conversion optimization, audience segmentation, and customer journey mapping. • Conduct performance management, career development planning, and capability building for all team members. • Build team expertise in emerging areas such as AI-driven personalization, dynamic content, and advanced audience targeting. • Oversee the planning, prioritization, and delivery of web page initiatives, ensuring they support marketing campaigns, product launches, and business objectives. • Establish operational workflows and governance processes that enable efficient partnership between Web Experience Managers and cross-functional stakeholders. • Review and approve major web page launches, content strategies, testing plans, and personalization approaches to ensure quality, brand consistency, and marketing effectiveness. • Serve as the primary escalation point for web experience decisions, content trade-offs, and stakeholder alignment. • Build strong relationships with senior leaders across Product Management, Product Marketing, Integrated Marketing, Field Marketing, Brand, and Corporate Communications. • Communicate web content strategy, campaign performance, optimization insights, and recommendations to marketing leadership. • Represent the web experience function in marketing planning discussions, campaign kickoffs, and go-to-market reviews. • Advocate for customer needs and web best practices while balancing marketing objectives, brand requirements, and technical constraints.

• Serve as a trusted strategic and operational partner to Moveworks BU principals, supporting priority setting, recommendations, and execution • Drive cross-BU product and R&D initiatives with ServiceNow business units—aligning roadmap timelines, driving adoption of Moveworks as the platform for developing conversational agents across all BUs, coordinating joint development efforts, and ensuring Moveworks capabilities are tightly integrated into ServiceNow's broader platform strategy • Lead strategic initiatives to scale the Customer Success motion, including developing staffing and capacity models, monitoring and optimizing the hiring funnel, and driving GRR analysis and mitigation strategies in partnership with CS leadership • Partner with Professional Services Operations to remove GTM friction across Moveworks and partner services, and support staffing and capacity models that keep pace with demand • Design and maintain analytical models and reporting mechanisms to enable informed outcomes across all three domains • Guide high-priority, cross-functional and cross-BU initiatives from problem definition through execution, ensuring clear ownership and measurable outcomes • Support business reviews, planning cycles, and executive-level reporting to ensure alignment across BU principals and senior stakeholders • Structure ambiguous business opportunities into clear problem statements, develop hypotheses, and deliver data-derived recommendations • Identify operational inefficiencies and implement scalable systems that increase execution velocity and organizational effectiveness