ITSM Lead (ServiceNow)

Job Description

An employer is seeking an ITSM Lead to join a top biopharmaceutical company in Boston, MA. As the ITSM Lead, you will play a pivotal role in managing the ServiceNow program, ensuring seamless operations and driving continuous improvement. Your expertise will be critical in optimizing IT service management processes and enhancing overall efficiency. You will be responsible for overseeing the ServiceNow platform, including configuration, customization, and optimization. You will manage HAM (Hardware Asset Management) and SAM (Software Asset Management). You will collaborate with cross-functional teams and executives to align ServiceNow capabilities with business needs, and drive enhancements and expansions of service offerings. You will implement effective change management practices to minimize disruptions and ensure smooth transitions. You will also lead and mentor an offshore team responsible for ServiceNow operations. This will be a hybrid role with 2-3 days onsite in Seaport, Boston per week.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to ~~~ .

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Skills and Requirements

• 8+ years of ServiceNow experience, with a strong understanding of platform and modules

• Change management experience

• Proven track record in assessing, managing and enhancing ITSM programs

• Ability to grasp business priorities and translate them into efficient IT processes

• Strong analytical skills - GxP experience

• Background in biotech, biopharma, or similar industry null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to ~~~.