Bristol Myers Squibb Digital Capability Management, ServiceNow Operations in Tampa, Florida

Bristol-Myers Squibb is a diversified specialty biopharmaceutical company whose mission is to discover, develop and deliver innovative medicines that help patients prevail over serious diseases.

Role is accountable for the delivery of ServiceNow capabilities across BMS, and enabling various processes.

The incumbent will closely partner with IT Service Integration and other functions to ensure ServiceNow capabilities are fully understood and leveraged as appropriate, and will ensure ongoing operations.

The incumbent is accountable for successful delivery of IT services, the development of technology plans, reporting metrics, and continuous improvement initiatives focused on effectiveness and cost reductions in operations. Manages the strategic relationship with ServiceNow Service Account Manager (SAM) and service providers.

Digital Capability Management, ServiceNow Operations Responsibilities:

  • Accountable for operations (RUN) associated with ServiceNow.

  • Establishes and measures unit performance metrics, and ensures IT delivery resources are appropriately engaged to meet Run project commitments.

  • Closely partners with IT Service Integration and Enterprise Architecture to ensure alignment.

  • Assists in developing strategic and collaborative partnerships with ServiceNow vendor and service providers.

  • Partners very closely with adjacent IT teams to ensure the delivery and operations of digital capabilities, and that ServiceNow capabilities are fully understood and leveraged.

  • Matrix leadership of IT resources in other IT functions: responsible for ensuring that all IT functions are successful in their delivery of services. Key matrix IT partner functions include service integration, architecture, software engineering, application support & maintenance, program management, information & data management, collaboration services, and infrastructure services.

  • Provides technical thought leadership to matrix teams.

  • Negotiates technical solutions with business areas to ensure platform goals are met while supporting their business objectives.

Role Requirements:

  • BS (required), MS in Information Technology or a related discipline.

  • 5+ year’s experience in IT with demonstrated success in delivering solutions based on ServiceNow functionality.

  • DemonstratedexperienceindeliveringServiceNowcapabilitiesandmanaging/partneringwith softwarevendors and service providers.

  • Strong ITdomainexpertiseinmultiplesub-unitsandanunderstanding of howtheteams are supportedbyITtools and systems.

  • Proventrackrecord ofsuccessful IT delivery (BUILD) and ongoing operations (RUN).

  • Excellentcollaborationandcommunicationskills,withtheconfidencetobuildstrongpartnershipswith ITcolleagues, externaltechnologypartners and service providers.

  • Excellentskillsworkingwithinthe IT matrix todefine,deliverandrundigitalcapabilitiesleveragingenterprise platformsand standard applications.

  • Deep technical expertise with the ServiceNow platform – familiar with portal configuration, scoped applications, upgrades, patches and ServiceNow development tools.

  • Familiar with agile and scrum methodologies.

  • Ability to apply technical solutions to business processes.

Ideal Candidates Would Also Have:

  • ITILcertification.

  • PMP certification.

  • Experiencewith Lean Six Sigma and Operational Excellence tools and processes.

Bristol-Myers Squibb is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.