Senior Manager, ServiceNow ITSM Automation

Roles & Responsibilities:

• Lead and mentor a team of ServiceNow developers and administrators responsible for ITSM and GRC/IRM automation, self-service solutions, and user experience improvements
• Develop and implement the strategic roadmap for ITSM automation, ensuring alignment with business objectives and technology goals
• Oversee the implementation and optimization of key ServiceNow capabilities, including Employee Center Pro, Service Portal, Knowledge Management, Performance Analytics, Virtual Agent, Now Assist GPT, and mobile apps
• Maintain strategic relationships and strong communication with the leadership team about IS services and service roadmaps to ensure all collaborators are informed and engaged
• Drive continuous improvement initiatives to enhance ITSM processes, improve user satisfaction, and automate workflows, demonstrating data analytics and performance insights
• Collaborate with geographically dispersed teams, including those in the US and other international locations, to ensure seamless integration and operational excellence
• Oversee the software development lifecycle, ensuring standard methodologies in development, testing, and deployment across the ServiceNow platform
• Foster a culture of collaboration, innovation, and continuous improvement within the team and across the organization
• Develop and implement strategic plans for technology and workforce growth, including attracting and developing top talent, particularly within India, while ensuring global standards and practices are followed
• Lead and manage large, diverse teams within a matrixed organization, delegating effectively, motivating the team, and championing diversity and inclusion
• Responsible for managing, growing, and developing the Amgen Technology team in India, embedding global ways of working in the local organization
• Work with Product Owners, Service Owners, and delivery teams to ensure that delivery matches commitments, acting as a customer concern point and facilitating communication when service commitments are unmet
• Contribute to defining business outcomes, technology solutions, and services that align with organizational needs, ensuring ongoing alignment with strategy, compliance, and regulatory requirements
• Improve measurement activities by crafting, monitoring, and optimizing relevant feedback loops through 'test & learn' activities
• Ensure communication of key performance metrics and analysis of unmet needs to senior leadership, driving alignment with the Technology & Digital strategy
• Participate in collaborator and leadership meetings, working closely with other parts of the organization and functional groups to ensure successful delivery
• Oversee operating and product team budgets, ensuring regular review of actuals and managing according to agreed governance standards
• Facilitate standard methodology sharing, ensuring alignment of technology service plans across the organization and demonstrating global standards for compliance, GxP, and privacy

What we expect of you

We are all different, yet we all use our unique contributions to serve patients.

Basic Qualifications:

• Masters degree with 8 - 10 years of experience in Business, Engineering, IT or related field OR
• Bachelors degree with 10 - 14 years of experience in Business, Engineering, IT or related field OR
• Diploma with 14 - 18 years of experience in Business, Engineering, IT or related field
• Leadership & Team Development: Proven experience in leading and developing a successful team of ServiceNow developers and administrators, building a culture of innovation and continuous improvement within the team to deliver innovative solutions and platform improvements.
• ServiceNow ITSM & GRC Expertise: Deep expertise in configuring and optimizing ITSM modules (Incident, Problem, Change, Request Management) and GRC/IRM workflows to align technology solutions with business goals, driving efficiency and risk management.
• Self-Service & Automation Strategy: Strong experience designing and implementing self-service automation solutions, including Employee Center Pro, Service Portal, Knowledge Management, and Virtual Agent (Now Assist GPT), to enhance user experience and streamline IT Service Management processes.
• Methodologies & Best Practices: Extensive experience applying technology standard methodologies and frameworks, such as Scaled Agile (SAFe), ITIL, or other methodologies, to manage and optimize platform operations, ensuring scalability, compliance, efficiency, and alignment with business processes.
• Stakeholder Management & Collaboration: Strong skills in collaborating with cross-functional teams, business collaborators, and executives to ensure alignment of Self-Service Automation and IT Service Management initiatives with business outcomes, managing expectations, and ensuring successful delivery of projects.

Preferred Qualifications:

• Performance Analytics & Reporting: Ability to demonstrate Performance Analytics, create dashboards, and generate real-time reports to monitor IT service delivery performance and continuously improve user satisfaction and platform efficiency.
• Mobile Application Strategy: Experience in deploying and optimizing ServiceNows mobile applications to improve service accessibility, enabling employees to access services and workflows from any device, enhancing overall user engagement.
• Leadership in Regulated Environments: Experience in a leadership role within regulated industries, such as pharmaceuticals or technology, ensuring compliance with industry regulations and standard methodologies in ITSM, GRC, and automation solutions.
• Cross-Module & Custom Application Support: Understanding of how ITSM and GRC integrate with other ServiceNow modules and custom applications, ensuring cohesive platform management and supporting broader organizational goals.
• User-Centered Process Improvement: Strong focus on improving IT processes and user experiences through automation, demonstrating tools like Virtual Agent, Now Assist GPT, and mobile apps to enhance the self-service experience and reduce manual tasks.

Professional Certifications:

• Scaled Agile Framework (SAFe) for Teams (preferred)
• ITIL Foundation (preferred)

Soft Skills:

• Excellent leadership and team management skills
• Strong transformation and change management experience
• Exceptional collaboration and communication skills
• High degree of initiative and self-motivation
• Ability to manage multiple priorities successfully
• Team-oriented with a focus on achieving team goals
• Strong presentation and public speaking skills
• Excellent analytical and troubleshooting skills
• Strong verbal and written communication skills
• Ability to work effectively with global, virtual teams