GDS Alliances Operations Analyst - ServiceNow Alliance - Senior Associate

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Job Title: GDS Alliance Operations Analyst    

Job Span: ServiceNow Alliance

Function: GDS ES Growth & Innovation

Skill Level: High

Sub Function: Alliances Program Operations CoE

Job Summary:

The GDS Alliances Operations Analyst – ServiceNow Alliance – Senior Associate will operate from the GDS Alliances Program Operations CoE and provide day-to-day operations, governance, stakeholder coordination, reporting, content management and execution support for the ServiceNow Alliance within the broader Global Alliances and Ecosystem Relationship Enablement function. The role will support alliance leadership by maintaining operational trackers, coordinating recurring activities, preparing reports and materials, following up on actions and helping execute ServiceNow alliance initiatives across sell, build and deliver motions. The incumbent will work closely with alliance, market, finance, contracts, training, BMC and enablement stakeholders to maintain delivery consistency, improve data and reporting quality, follow established processes and apply approved automation and AI-enabled tools to reduce manual effort and improve operational outcomes.

Essential Functions of the Job:

• Provide day-to-day operations and PMO support for assigned alliance activities by maintaining trackers for priorities, workstreams, owners, timelines, risks, dependencies and follow-ups, and escalating delays or issues as needed.
• Prepare timely business reports, dashboards and concise leadership-ready narratives covering sales, pipeline, opportunity tagging, partner-sourced and co-sell activity, prospect tracking, key GTM wins, book of business movements, partner program measures and other performance indicators
• Coordinate the governance cadence for leadership meetings, QBRs, planning forums and operational reviews by drafting agendas, organizing content, collecting inputs, preparing meeting materials, recording actions and following up on closure.
• Maintain and regularly refresh alliance reference materials, SharePoint content, presentations, internal updates and other enablement assets to improve findability, consistency, relevance and adoption across stakeholder groups.
• Coordinate with Brand, Marketing and Communications teams to draft, review and maintain alliance-related content in line with messaging standards, stakeholder expectations and partner program requirements.
• Administer and support ServiceNow partner tools, portals and operational processes, including tracking partner portal access requests, coordinating issue resolution, monitoring adoption, maintaining certification and skills records, coordinating training and supporting routine tool administration.
• Coordinate with alliance investment, finance, legal and enablement teams to support ServiceNow Market Development Fund processes, investment tracking, compliance monitoring, quarterly reviews, documentation readiness, claims support and adherence to established processes.
• Support ServiceNow alliance contract and governance activities by initiating and tracking localization of global agreements, maintaining program documentation, monitoring partner distinction or specialization requirements and following up on related compliance actions with the Ecosystem Contracts team and relevant business stakeholders.
• Provide execution support to onshore ServiceNow alliance enablement contacts for assigned projects and initiatives, including stakeholder mapping, partner offering or marketplace coordination, event or sponsorship coordination, training interventions and other priorities as required.
• Support the simplification and standardization of alliance operations processes by documenting workflows, analyzing routine issues, maintaining controls, improving data quality and applying reusable templates and playbooks.
• Use approved automation and responsible AI-enabled tools, where appropriate, to reduce repetitive manual activity, improve reporting turnaround time, support content drafting, enhance insight generation, strengthen follow-up tracking and enable consistent service delivery.
• Maintain clear and timely stakeholder communication, track agreed delivery commitments and escalate risks or changes across global and regional teams with a strong service orientation.

Knowledge and Skill Requirements:

• Practical understanding of alliance, ecosystem or partner program operations, preferably in a professional services, technology, consulting, shared services, GCC or global capability center environment; exposure to ServiceNow, enterprise software, workflow automation, low-code platforms or digital transformation ecosystems would be advantageous.
• Working knowledge of sales, revenue, pipeline, opportunity lifecycle, partner program metrics, GTM motions, co-sell or referral activity, partner distinctions, specialization requirements and performance reporting, with the ability to interpret data and summarize key points clearly.
• Sound project coordination skills, including activity planning, tracker maintenance, governance cadence support, risk and dependency tracking, action follow-up and organization of multiple priorities with competing deadlines.
• Proficiency in Microsoft Excel and PowerPoint, with working exposure to Power BI, Power Automate, SharePoint, workflow tools or other reporting and collaboration platforms considered an advantage.
• Exposure to continuous improvement and operational excellence activities, including process mapping, SOP maintenance, control documentation, audit readiness, root cause analysis and issue resolution.
• Ability to recognize automation opportunities and use digital tools responsibly to improve productivity, reporting quality, follow-up discipline, knowledge management and stakeholder experience.
• Practical exposure to generative AI tools for research, content development, summarization, insight generation, workflow support and productivity enhancement; exposure to Agentic AI concepts, AI-enabled process automation, AI agents or Copilot-style productivity tools would be advantageous.
• Effective stakeholder coordination skills, with the ability to work with onshore stakeholders, clarify requirements, provide timely updates, manage routine expectations and escalate matters appropriately across functions and geographies.
• Strong written and verbal English communication skills, including business writing, presentation development, narrative preparation and the ability to produce accurate, high-quality content from defined requirements.
• Sound analytical thinking, problem solving, research capability and attention to detail, with the ability to coordinate across multiple teams and support timely resolution.
• Experience working in virtual, matrixed and multi-geography environments with cultural sensitivity, collaboration discipline and a global mindset.
• Knowledge of EY and GDS operations, organization structure, operating model, management information systems and independence concepts for internal candidates; Big 4, consulting, technology or business operations exposure for external candidates would be preferred.

Job Requirements:

Academics:

• Bachelor’s degree required; degree in business, technology, engineering, commerce, or a related discipline preferred.
• Postgraduate qualification or equivalent relevant professional experience would be advantageous but is not mandatory.
• Project coordination, process improvement, alliance, partner program, ServiceNow, technology partner or enterprise software certification would be an added advantage.
• Relevant certifications or digital badges in generative AI, responsible AI, AI-enabled productivity, prompt engineering, automation or analytics would be desirable where they demonstrate practical application in business operations, reporting, process improvement, knowledge management or stakeholder enablement.

Experience:

• 6+ years of relevant experience in alliance operations, project or program coordination, business operations, sales/GTM enablement, ecosystem support, consulting operations, technology partner enablement or enterprise software partner operations; exposure to ServiceNow or comparable software alliance environments would be preferred.
• Experience supporting stakeholders in a matrixed, global environment, including coordination of governance routines, reporting, process activities and cross-functional deliverables.
• Hands-on experience in reporting, dashboarding, content development, stakeholder tracking or operational improvement activities would be beneficial.

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