ZTD Global ITSM Process Owner

Zoetis • Parsippany, NJ

2d

About The Position

Zoetis is seeking an experienced ITSM Process Owner to support the establishment and governance of a consistent IT Service Management practice across its ZTD organization. This hands-on role contributes to designing, implementing, and optimizing organization-wide incident, problem, change, release, and configuration management approaches, initially focusing on major incident management. The role helps create and champion consistent ITSM processes, make process adherence measurable, provide reporting and actionable insights, and foster continuous improvement and service excellence through stakeholder engagement.

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.
• Experience with ITSM tools or platforms such as ServiceNow or Jira Service Management.
• Excellent communication, facilitation, and interpersonal skills.
• Analytical mindset and experience defining and tracking KPIs.

Nice To Haves

• ITIL certification.

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.
• Document processes so they are 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 buy-in 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 regularly to senior leadership on process adherence, major incident trends, and improvement initiatives.
• Communicate process changes, updates, and best practices across the organization.

Benefits

• Healthcare and insurance benefits beginning on day one.
• 401(k) plan with a company match and profit-sharing contribution.
• Four weeks of vacation.
• Short-term incentive compensation eligibility.

What This Job Offers

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