Senior Manager, Service Management – ServiceNow Platform

Biogen • Cambridge, MA

5d

About The Position

The Senior Manager, Service Management leads the design, architecture, and delivery of solutions for the ServiceNow Platform and its hosted modules. Located within Enterprise IT Services under the Enterprise Application Services organization, the role strengthens service management capabilities globally across Biogen. It translates IT, business, security, and compliance requirements into technical architecture, implementation roadmaps, integrations, and operational processes.

The role partners across Enterprise IT Services, Enterprise Application Services, HR, GBS, Learning Services, Risk Management, Privacy, Cybersecurity, AMS, Infrastructure, other functional application areas, IT Quality, and business teams. It works with business owners, management, vendor managers, ServiceNow engineers, product owners, and program and project managers to elicit and review requirements, propose designs, plan implementations, and guide operational support teams.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 10 or more years of overall IT experience.
• 8 years of experience with ServiceNow implementations.
• Deep technical command of ServiceNow architecture, common data models (CMDB), and multi-workflow integrations.
• Hands-on experience with ServiceNow modules including ITSM, ITOM, HRSD, IRM/GRC, and CSM.
• Experience gathering and documenting functional and user requirements.
• ITIL v3/v4 Foundation certification or higher (Intermediate, Expert, or Master).
• Technical/software skills with JIRA, ServiceNow, and JavaScript.
• General software skills with MS Access, MS Word, MS Excel, MS Project, and Visio.
• Ability to manage internal partners and customers, influence peers, manage teams effectively, solve problems proactively, and develop trust.
• Proven ability to deliver projects on time and with the right quality.
• Excellent oral and written communication, presentation, and negotiation skills.
• Core competencies in communication, agile project management frameworks (Agile/Scrum/SAFe), risk mitigation, and cross-functional collaboration across distributed teams.

Nice To Haves

• Master’s degree in Computer Engineering or Business Management.
• Familiarity with or experience implementing AI functionality such as Virtual Agent, AI Search, Otto/Now Assist, AI Control Tower, Predictive Intelligence and AIOps, and AI Agents/Autonomous Workforce.
• GxP compliance experience in the biopharmaceutical industry.
• Advanced ServiceNow credentials such as Certified Implementation Specialist (CIS), Certified Application Developer (CAD), Certified Technical Architect (CTA), or Certified Master Architect (CMA).

Responsibilities

• Lead the design, architecture, and delivery of ServiceNow Platform solutions and modules.
• Translate IT, business, security, and compliance requirements into technical architecture, implementation roadmaps, integrations, and operational processes.
• Collaborate with internal functions and business teams to ensure service management capability needs are met.
• Coordinate with business owners, management, vendor managers, ServiceNow engineers, product owners, and program and project managers.
• Schedule and conduct requirements elicitation and review, develop design proposals and implementation plans, and guide operational support teams.
• Manage internal partners and customers, influence peers, and support effective team management.
• Deliver projects on time and with appropriate quality.
• Apply agile project management, risk mitigation, and cross-functional collaboration across distributed teams.

Benefits

• Short-term and long-term incentives, including cash bonus and equity incentive opportunities.
• Medical, dental, vision, and life insurance.
• Fitness and wellness programs, including fitness reimbursement.
• Short- and long-term disability insurance.
• At least 15 days of paid vacation and end-of-year shutdown time off from December 26 to December 31.
• Up to 12 company-paid holidays and 3 paid days off for Personal Significance.
• 80 hours of sick time per calendar year.
• Paid maternity and parental leave.
• 401(k) program with company-matched contributions.
• Employee stock purchase plan.
• Tuition reimbursement up to $10,000 per calendar year.
• Employee Resource Groups participation.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager