At ServiceNow, we make the world work better for everyone. Our global Customer Service & Support (CSS) team is at the heart of that mission—ensuring our customers have seamless, efficient, and exceptional experiences.We are looking for a Decision Scientist, Enterprise Data Management & Continuous Improvement to operationalize predictive models, design rigorous experiments, and translate insights into clear, actionable recommendations for executives. This role will help us treat data as a critical business asset—reliable, secure, compliant, and readily available to drive decision-making, innovation, and growth.As a Decision Scientist, you will help design and test predictive models that improve support outcomes (case volume, time-to-resolution, deflection, and containment). You’ll support experimentation, build forecasts, and turn data into insights that shape programs and priorities across CSS. This is a hands-on role where you’ll grow your technical and analytical skills while contributing to meaningful business impact. Key Responsibilities Support the development of forecasts (volume, time-to-resolution) and basic uplift/propensity models. Assist in designing and analyzing A/B and holdout tests; summarize impact for key stakeholders. Build driver analyses and scenario models with guidance from senior team members. Write clean SQL and Python code to build data pipelines and analysis workflows. Document methodologies and ensure Responsible AI practices are followed. Partner with cross-functional teams to translate insights into recommendations. Create clear, concise visualizations and presentations for business audiences. Monitor model and forecast performance, highlighting issues or opportunities. Stay current on trends in predictive analytics and experimentation, sharing learnings with the team. 
