Manager, Request Operations Business Analyst

Bristol Myers Squibb • Princeton, NJ

2d • $94,180 - $114,124 • Hybrid

About The Position

The primary focus of this role is the management & delivery of Request Management Operations. This position is responsible Leading and coordinating complex initiatives spanning Request Management, reporting to the Director, ITSM. Serve as the integration point across Product, Platform, Risk, Learning, and technical teams—driving alignment, clarifying scope, and unblocking delivery without reliance on constant escalation. This job will require orchestrating initiatives across a broad set of stakeholders and sponsors ensuring commitments are met with the right sense of urgency.
If you want an exciting and rewarding career that is meaningful, consider joining our team!

Requirements

• 5-6 years work experience in IT Operations.
• BA/BS degree in Computer Science preferred.
• ITIL v3/v4 Foundation certification required
• Good understanding of service management principles including management of online Request Catalog and defining effective processes and user experience.
• Excellent interpersonal and communication skills; ability to form strong relationships within a matrix organization.
• Must be detail oriented, analytical, and demonstrate ability to work in ambiguous environment.
• Must be self-directed with proven ability to make mature decisions supported by thorough data and process analysis.
• Evaluates complex issues through analytical thinking and previous experience to consider short and long-term implications and interdependencies and guides others when enough analysis has been completed in giving recommendations/solutions.​ Uses calculated risks to evaluate innovative solutions.

Nice To Haves

• ServiceNow certifications are a plus
• Project management and process improvement skills a plus.
• Demonstrated experience defining and measuring business outcomes.
• Ability to effectively elicit complex business requirements in both small and large settings across audiences including business and IT professionals.
• Ability to conduct end to end analysis to deployment and support of new catalog items
• Delivery responsibilities for identified improvement opportunities in ServiceNow Request Catalog

Responsibilities

• Manage day-to-day Request Catalog Operations, including client consultations, changes, incidents, and lifecycle of catalog content.
• Lead and Manage end to end lifecycle of Request Integration related Initiatives.
• Manage intake for new catalog items and changes to catalog. Categorize & Prioritize new items and changes.
• Coordinate the definition and documentation of business requirements for new catalog items and processes.
• Conduct consultations with current and potential catalog owners.
• Apply and enforce BMS best practices for configuration of request processes and catalog forms.
• Responsible for assuring content of request catalog is current, sufficient quality and aligned with Request management Strategy and BMS business needs.
• Offer technical design and solution to stakeholders.
• Configure catalog items using item builder on ServiceNow platform.
• Perform or Coordinate User Acceptance Testing for new catalog items and changes.
• Coordinate UAT and resolution of defects or incidents related to Request Management
• Perform User acceptance testing for annual ServiceNow upgrades, monthly minor releases and enhancements
• Monitor process performance and identify issues or opportunities for process improvement.

Benefits

• Health Coverage: Medical, pharmacy, dental, and vision care.
• Wellbeing Support: Programs such as BMS Well-Being Account, BMS Living Life Better, and Employee Assistance Programs (EAP).
• Financial Well-being and Protection: 401(k) plan, short- and long-term disability, life insurance, accident insurance, supplemental health insurance, business travel protection, personal liability protection, identity theft benefit, legal support, and survivor support.
• Paid Time Off
• US Exempt Employees: flexible time off (unlimited, with manager approval, 11 paid national holidays (not applicable to employees in Phoenix, AZ, Puerto Rico or Rayzebio employees)
• Phoenix, AZ, Puerto Rico and Rayzebio Exempt, Non-Exempt, Hourly Employees: 160 hours annual paid vacation for new hires with manager approval, 11 national holidays, and 3 optional holidays
• Based on eligibility, additional time off for employees may include unlimited paid sick time, up to 2 paid volunteer days per year, summer hours flexibility, leaves of absence for medical, personal, parental, caregiver, bereavement, and military needs and an annual Global Shutdown between Christmas and New Years Day.
• All global employees full and part-time who are actively employed at and paid directly by BMS at the end of the calendar year are eligible to take advantage of the Global Shutdown.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree