ZTD Global ITSM Process Owner

Zoetis•Parsippany-Troy Hills, NJ

3d•$105,000 - $151,000

About The Position

Zoetis is seeking an experienced ITSM Process Owner to help establish and govern a consistent IT Service Management practice across its ZTD organization. This hands-on role contributes to designing, implementing, and optimizing organization-wide approaches to incident, problem, change, release, and configuration management, with an initial focus on major incident management. The role helps create and champion a unified ITSM process, make adherence measurable, provide reporting and actionable insights, and foster continuous improvement and service excellence through stakeholder engagement. The position develops and maintains scalable, documented processes aligned with industry practices such as ITIL; establishes governance and accountability; defines and monitors KPIs; assesses process maturity and drives improvements; and works with technology leaders and teams to promote adoption. It also facilitates training, workshops, and communications, reports on process adherence, major incident trends, and improvement initiatives to senior leadership, and communicates process changes and best practices across the organization. This is a full-time, regular position. The U.S. base salary range is $105,000 to $151,000, and the position is eligible for short-term incentive compensation. Zoetis states that pay within the range depends on work location and job-related skills, experience, and education or training.

Requirements

Bachelor’s degree in Computer Science, Business Administration, or a related field, or equivalent work experience.
At least 5 years of experience working with ITSM and ITIL frameworks.
Proven experience leading ITSM initiatives in a complex, multifunctional technology environment.
Strong process design, implementation, and governance skills.
Demonstrated ability to drive change and influence stakeholders at all levels.
Excellent communication, facilitation, and interpersonal skills.
Analytical mindset and experience defining and tracking KPIs.

Nice To Haves

ITIL certification.
Experience with ITSM tools or platforms such as ServiceNow or Jira Service Management.

Responsibilities

Develop, implement, and continuously improve a unified ITSM process framework for incident, problem, change, release, and configuration management.
Lead the design and rollout of a consistent major incident management process across technology functions.
Ensure processes are documented, scalable, and aligned with industry best practices such as ITIL.
Establish and maintain governance structures that support process adherence and accountability.
Define and monitor KPIs and metrics to measure process effectiveness, compliance, and improvement.
Assess process maturity, identify gaps, and drive continuous improvement initiatives.
Collaborate with technology leaders and teams to build support for and adoption of standardized ITSM processes.
Facilitate training, workshops, and communications to promote process understanding and engagement.
Champion process excellence and service management as a change agent.
Report to senior leadership on process adherence, major incident trends, and improvement initiatives.
Communicate process changes, updates, and best practices across the organization.