Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

In this position, you are responsible for adjudicating ServiceNow quota cases. The successful candidate must first learn quota policies and how to apply them. Next, you should be able to analyze the case presented, gather data, collaborate with quota team SMEs and respond to the cases. You must be able to communicate concisely and effectively with upper-level Sales Leaders. You will also support the Quota team with reporting, identifying process gaps, and operational requests.

This position is an individual contributor role reporting to the Senior Manager, Strategy & Operations Quota.

Responsibility

• Adjudicate high-volume ServiceNow Quota cases, including Territory operations, Sales compensation, and Policy questions, ensuring correct ownership and assignment to consistently meet defined Service Level Agreements (SLAs)

• Assist with time-sensitive case escalations and conduct peer-reviews of complex cases, applying foundational functional knowledge to ensure data accuracy and resolve critical operational issues

• Execute both routine and non-routine work that contributes directly to the function's ability to achieve its strategic goals and objectives

• Work with cross-functional teams as needed to address operational issues and redirect specialized requests to the appropriate internal partners

• Be responsible for maintaining clear, up-to-date process documentation and contribute to the shared knowledge base to ensure process continuity and support team learning

• Assist in the regular update of quota processes and policies, ensuring documentation reflects current business rules and operational procedures

• Provide consistent operational support to the Quota team as requested, focusing on reliable and accurate task completion

• Retrieve and analyze operational data using Google Sheets and other core data management/BI systems (Snowflake, SQL, and Tableau) to support team reporting and performance monitoring

• Support efforts in basic data analysis and process optimization, focusing on improving task efficiency and supporting team insights

• Deliver training and onboarding support for new team members or stakeholders on core quota processes, policies, and tools to standardize understanding

Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation)

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

Basic

• Bachelor’s degree in Business Administration, Finance, Data Analytics, or a related field

• 5+ years of experience in Sales Operations, Compensation, Finance, or Business Analyst roles

• Experience using Google Sheets or Excel (complex formulas, pivot tables, and data visualization)

• Experience synthesizing large datasets into actionable insights and clear resolutions

Preferred

• Hands-on experience with ServiceNow (specifically case management) and CRM platforms like Salesforce

• Familiarity with SQL, Snowflake, or BI tools like Tableau to pull and manipulate raw data

• Understanding of Sales Quota structures, territory management, or incentive compensation plans

• Experience identifying process gaps and implementing workflow optimizations or automation

• Ability to thrive in a high-volume, fast-paced environment while maintaining a high degree of accuracy and meeting strict SLAs

• Strong written and verbal communication skills, with a track record of interacting with mid-to-upper level management

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.

Based on applicable legislation, the below details pay ranges in the following locations:

California: $X/hour - $X/hour or $X - $X base salary

Illinois, Colorado, Massachusetts and Minnesota: $X/hour - $X/hour or $X - $X base salary

Washington, Maryland, New Jersey and New York (including NYC metro area): $X/hour - $X/hour or $X - $X base salary

Washington DC: $X/hour - $X/hour or $X - $X base salary

Ohio: $X/hour - $X/hour or $X - $X base salary 

This role is also eligible for the following:

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).

Global benefits provide options for the following:

• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship.

Working here

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.

Applicant and Candidate Privacy Notice

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

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