Description

You will lead the design, implementation, and management of ServiceNow-based ITSM processes to align with business and regulatory requirements.

Responsibilities

• Own the configuration, customization, and administration of the ServiceNow platform.
• Develop and maintain ITSM modules including Incident, Problem, Change, Request, CMDB, and Knowledge Management.
• Implement automation, workflows, and self-service capabilities to improve service delivery.
• Manage the performance and delivery of external managed service providers (MSPs) and vendors.
• Lead incident management and major incident response processes to ensure SLA and KPI compliance.
• Collaborate with security, infrastructure, and compliance teams to ensure audit readiness and process integrity.

Required Skills

• 5+ years of ITSM experience, specifically working with ServiceNow.
• Hands-on experience configuring and administering ServiceNow in a production environment.
• Direct experience managing ServiceNow Platform, ITSM, Moveworks, and CMDB.
• Deep understanding of ITIL frameworks.
• Experience operating within life sciences regulatory environments such as GxP or SOX.
• Proven track record managing MSPs and third-party service providers.
• Experience with agile service delivery.
• Bachelor’s degree in Information Systems, Computer Science, or a related field.

Preferred Skills

• ServiceNow Certified System Administrator or Implementation Specialist.
• Experience in biotech, pharmaceutical, or medical device organizations.
• Familiarity with quality systems and computerized system validation (CSV).

Key Skills

Education

Bachelor's degree