WMS Regional Resource Coordinator

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.

Team & Role

As a WMS Regional Resource Coordinator, you will play a key role in supporting our Workforce Mobilization Services (WMS) vertical within our Global Incubation Hub, which is vital for resourcing needs across Customer Service and Support (CSS).

The WMS team manages the contingent worker budget for CSS Delivery and focuses on three primary missions: developing a talent pipeline, maintaining a dynamic workforce, and expanding capacity within Subject Matter Expert (SME) teams.

What you get to do in this role:

• Collaborating with CSS Delivery Leadership to identify and address workforce needs.
• Allocating resources and managing workforce capacity to ensure optimal team performance.
• Coordinating with approved suppliers to mobilize workforce resources effectively.
• Driving workforce optimization initiatives to meet project and service delivery goals.
• Monitoring and reporting on workforce metrics, ensuring alignment with business objectives.
• Managing relationships with key stakeholders, including Hiring Managers (HMs), Regional and Global directors, Suppliers, and Employer of Record (EoR) partners.
• Handling Purchase Requisitions (PR) and Purchase Orders (PO) as needed.
• Ensuring adherence to processes and KPI deliverables and providing communication and interface with all areas supported by WMS.
• Supporting other Regional Coordinators globally as needed.

To be successful in this role, you need to have:

• Excellent written and verbal communication skills.
• Effective supplier and stakeholder management abilities.
• Strong time management and problem-solving skills.
• Experience in decision making, negotiations, and risk assessments.
• Ability to deliver solutions while mitigating or removing obstacles.
• Demonstrated ability to present to stakeholders of all levels, from department overviews to budget updates and leadership reports.
• Experience in managing workforce plans, budget commitments, resource allocation, progress tracking, and on-time delivery within budget constraints.

Desired Requirements:

While not mandatory, the following skills and experiences are highly desirable:

• Experience with ServiceNow’s platform.
• Advanced skills in Excel and the Microsoft suite.
• Knowledge of program/project management methodologies such as Six Sigma, PMP certification, or Agile project delivery.
• Data analysis and analytics experience.
• Exposure to customer support organizations.

Qualifications

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry. 
• 2-6 years' experience in workforce management, business operations, project management, or workforce strategy.
• Tertiary qualifications in Business Administration, Strategy, Finance, or Project Management.

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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. Learn more here.

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 [email protected] 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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