Sr. Manager, ServiceNow

Transforming Lives through Technology

We are seeking a highly skilled ServiceNow professional to join our team at Bristol Myers Squibb. As a key member of our IT organization, you will play a critical role in designing and maintaining our ServiceNow platform.

Your responsibilities will include collaborating with stakeholders and IT teams to understand requirements and implement solutions that enrich the platform and enhance the user experience. You will also design solutions on the ServiceNow platform using various tools and technologies, including Workflow, Flow Designer, IntegrationHub, and more.

In addition to your technical expertise, you will work closely with cross-functional teams to deliver ServiceNow solutions, troubleshoot and resolve issues, and communicate status updates to stakeholders. Your excellent communication and collaboration skills will be essential in working effectively with our diverse team.

We are committed to creating an inclusive culture that promotes diversity in clinical trials and values passion, innovation, urgency, accountability, inclusion, and integrity. If you share our vision and are passionate about transforming lives through science, we encourage you to apply for this exciting opportunity.

Key Responsibilities:

• Collaborate with stakeholders, system architects, and IT teams to understand requirements and implement solutions that enrich the platform and enhance the user experience
• Design solutions on the ServiceNow platform using various tools and technologies
• Support and identify opportunities for continuous improvement
• Adept broad, enterprise-wide view and understanding of strategy, processes, and capabilities
• Sustain business process re-engineering efforts for at least a couple medium-to-large software project
• Communicate status updates to stakeholders and manage expectations
• Conduct User Acceptance Testing (UAT) to ensure requirements are met
• Engage and support business services and ensure adherence to technology standards across capability delivery teams, including service providers
• Work closely with cross-functional teams to deliver ServiceNow solutions
• Troubleshoot and resolve issues/incidents
• Collaborate with product managers and stakeholders to ensure requirements are clearly understood and backlog items are prioritized and partner with Developers to design and implement the solutions
• Demonstrate a flexible and adaptive approach to accommodate changing requirements
• Must be self-directed with proven ability to make mature decisions supported by thorough data and process analysis

Qualifications & Experience:

• Degree in Computer Science, Information Systems, related field, or equivalent work experience
• 6+ years of ServiceNow experience
• Broad exposure to ServiceNow modules (ITSM, ITAM, ITOM, IRM (GRC/TPRM), HRSD)
• Proficiency in ServiceNow platform capabilities, including Service Catalog, Flow Designer, Workflow Editor, Scripting, and Integration Hub
• Strong analytical and problem-solving skills to troubleshoot and resolve technical issues
• Excellent communication and collaboration abilities to work effectively with cross-functional teams
• Ability to work independently, manage multiple priorities, and meet deadlines in a fast-paced environment
• Experience with ServiceNow integrations
• Experience with ServiceNow scripting languages
• Experience with ServiceNow reporting and analytics
• Experience with Agile development methodologies
• Experience with ServiceNow performance tuning and optimization
• Experience with ServiceNow security and compliance
• Experience with ServiceNow family and patching upgrades
• Makes decisions while understanding the team's work and how it fits into the broader enterprise
• Demonstrates awareness of functional business context and the impact on their own work
• Identifies opportunities to improve and grow, balancing performance feedback and career development
• ServiceNow Certified System Administrator (CSA), Certified Application Developer (CAD), or Certified Implementation Specialist (CIS) certification is a plus