Senior Manager, Service Management – ServiceNow Platform
About The Position
The Senior Manager, Service Management leads the design, architecture, and delivery of solutions for the ServiceNow Platform and its hosted modules. The role is within Enterprise IT Services in the Enterprise Application Services organization and strengthens Biogen’s global service management capabilities. The position translates IT, business, security, and compliance requirements into technical architecture, implementation roadmaps, integrations, and operational processes. It partners across Enterprise IT Services, EAS, HR, GBS, Learning Services, Risk Management, Privacy, Cybersecurity, AMS, Infrastructure, other application areas, IT Quality, and business teams to address service management needs. The role works with business owners, management, vendor managers, ServiceNow engineers, product owners, and program and project managers to plan and conduct requirements elicitation and review, develop design proposals and implementation plans, 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, including 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.
- 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.
- Experience gathering and documenting functional and user requirements.
- ITIL v3/v4 Foundation certification or higher (Intermediate, Expert, or Master).
- Technical/software skills in JIRA, ServiceNow, and JavaScript.
- General software skills in 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 with the right quality.
- Excellent oral and written communication, presentation, and negotiation skills.
- Exceptional communication, agile project management, risk mitigation, and cross-functional collaboration skills across distributed teams.
Nice To Haves
- Master’s degree in Computer Engineering or Business Management.
- 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.
- Partner with internal functions and business teams to ensure IT and business-process service management needs are met.
- Coordinate requirements elicitation and review, design proposals, and implementation plans with business owners, management, vendor managers, engineers, product owners, and program and project managers.
- Provide guidance to operational support teams.
- Manage internal partners and customers, influence peers, and support effective team management.
- Deliver projects on time and with appropriate quality.
Benefits
- 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 through 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.
- Short- and long-term incentives, including cash bonus and equity incentive opportunities, for eligible regular employees.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
