Service Expert ITSM

• Accountable for the implementation, continuous improvement, and refinement of the Knowledge Management practice within the Digital organization.

• Drive Knowledge Management adoption and management of Digital Knowledge articles.

• Utilize ServiceNow to manage the Knowledge Management practice

• identify and drive adoption of automation including GenAI to improve the Knowledge management process.

• Manage service continuous improvement cycles in collaboration with the Product / Service Owners and managed services teams

• Collaborate with Knowledge Management subject matter experts in non-Digital business units to maintain a consistent global practice.

• Define/oversee Key Performance Indicators (KPIs) to ensure Operations / Service Level Agreement (OLA/ SLA) meet business objectives.

• Provide vision and roadmap for strategic global process evolution of Knowledge Management.

• Maintain Knowledge Management documentation, procedures and training materials.

• Maintain regulatory compliance based on Digital control

• Minimum Education Qualification

• Bachelor s Degree (B.A.) or equivalent in Information Technology or Engineering

• ITL v3 or v4 certificate (not required but beneficial)

Work Experience Qualification:

• Min. 5 years of relevant IT experience with ITIL practices specifically Knowledge Management

• Fluent English (Written and Spoken)

• Proven experience with ServiceNow including report and dashboard creation / management

• Experience with JIRA for creating epics, stories and testing.

• Experience with creating demands, user requirements / stories and user acceptance testing

• Knowledge of Agile principles

• Knowledge of FDA regulations related to computerized systems

• Bring the miracles of science to life alongside a supportive, future-focused team.

• Discover endless opportunities to grow your talent and drive your career, whether it s through a promotion or lateral move, at home or internationally.

• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.

• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks gender-neutral parental leave.

• Opportunity to work in an international environment, collaborating with diverse business teams and vendors, working in a dynamic team, and fully empowered to propose and implement innovative ideas.