Manager, Partner Systems & Operations

Company Description

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, Service Now is the AI control tower for business reinvention. Our Service Now 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.

The Opportunity

Service Now is looking for a Manager, Partner Systems & Operations to own the data, systems, and planning infrastructure for AMS Global Partner & Channels. Your job is operational excellence—ensuring CRM data is clean and accurate, planning tools work seamlessly, systems are properly configured, and the entire operational stack runs with precision. You'll be the go-to person for data integrity, systems troubleshooting, and planning administration.

This role requires deep technical expertise—someone who lives in systems and data, not a generalist.

What You'll Own

Data Integrity & Quality (35%)

• CRM data quality:
  Own data accuracy. Reconcile discrepancies between opportunity records, partner tabs, and sourcing data. Audit for completeness and consistency.

• Dashboard accuracy:
  Investigate CRM-to-dashboard discrepancies. Validate that all metrics pull from correct data sources.

• Data reconciliation:
  Conduct regular audits. Identify missing/incorrect data, duplicates, and orphaned records. Resolve systematically.

• Data governance:
  Document data standards and naming conventions. Train teams on proper data entry.

Systems Administration & Configuration (35%)

• Systems administration:
  Manage field configuration, page layouts, record types, user access, permissions, and troubleshoot system issues.

• Partner Master Data:
  Own partner record configuration, Partner Relationship Lead (PRL) assignments, and account hierarchy. Audit for accuracy.

• Partner Portal:
  Administer access, configurations, and workflows. Troubleshoot access issues. Support onboarding.

• Systems integration:
  Ensure clean data flow between CRM, Anaplan, Snowflake, and BI tools. Troubleshoot integration gaps.

Planning Tools & Operational Support (20%)

• Anaplan administration:
  Own model configuration, user access, cost centers, business roles. Support planning cycles. Troubleshoot submission errors.

• Forecasting support:
  Manage data flows from Salesforce to Anaplan. Audit rollup logic. Support submission process.

• Documentation & training:
  Write runbooks and troubleshooting guides. Train teams on proper tool usage.

• Operational triage:
  Be the go-to for operational questions (sourcing discrepancies, cost center issues, referral fees, business role changes). Diagnose and resolve.

Key Relationships

• Head of AMS GPC Business Operations (your manager)

• Senior Manager, Partner Operations Infrastructure (operational requirements/standards)

• Field Business Partners (end-user support)

• IT & Database teams (systems integration)

• Finance team (cost center, budget, Anaplan)

• Partner managers and teams (operational support)

What You Bring

Required Experience

• 5+ years in systems administration, data management, or CRM administration.

• Deep CRM administration expertise (user/profile management, field configuration, data integrity, troubleshooting).

• Advanced data skills:
  Comfortable working with data to validate accuracy.

• Experience with planning/forecasting tools (Anaplan, Workday Planning, or similar).

• Strong problem-solving skills. You diagnose root causes systematically.

• Portal or…