Manager, Business Systems
2 weeks ago
About The Role
Manages the planning, coordination, and implementations (new and/or enhancements) of ServiceNow systems (including IT Service Management, Strategic Portfolio Management, Asset Management, and more) across functional areas including IT, Operations, Facilities, Sales Operations, Quality, and more. Represents IT with internal and/or external customers. Manages supporting ServiceNow technologies and integrations, including Nuvolo Asset Maintenance and Space products as well as other integrated systems such as on-premise systems, web-based solutions, SaaS enterprise systems and/or point solutions. Manages external consulting resources to support project work.
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Your Contributions (include, But Are Not Limited To)
- Contributes to the development of execution plans to support necessary business system application implementations/upgrades and other new capability projects
- Leads core team activities for various systems workstream to ensure optimum outcomes
- Leads cross functional activities including discovery sessions to identify gaps and opportunities for the existing systems/tools
- Using prioritization methodology, drives cross functional meetings to prioritize new features and functionalities
- Works with process owners and other stakeholders to develop new capability themes as part of roadmap planning
- Gathers business requirements from process owners and teams and translates them into technical requirements and user stories
- Owns sprint planning with the business systems team
- Manages UAT planning, execution and reporting
- Collaborates with Sr. Leadership on change management activities including impact assessments, release communications and training materials; writes release notes and training documents as needed
- Works with key stakeholders to implement an effective tool to manage enhancement requests and prioritization process
- Measures the effectiveness of newly implemented features/functions, draws lessons and takes corrective actions as needed
- Creates agenda materials in support of workstream's functional steering committee meetings
- Develops and maintains business requirements, process documents and training materials as needed
- Provides domain consultation to team members and users; serves as the subject matter expert for the business systems
- Participates in new projects as needed; takes proactive actions to learn newly implemented systems/tools outside the enhancement workstream
- Keeps abreast of new technologies and applications; participates in technology roadmap planning as needed
- Supplies information for ad-hoc requests from management, internal and external auditors and examiners; assists management with special projects
- Documents system problems, issues, resolutions and escalates as needed
- Selects, develops and evaluates personnel to ensure the efficient operation of the function
- Other duties as assigned
Requirements
- BS/BA degree in computer science, business or related field and 6+ years of IT experience within pharmaceutical / regulated environment. Experience managing the launch and / or upgrades of enterprise-wide systems and tools. Agile/Iterative development process experience desired. OR
- Masters degree in computer science, business or related field and 4+ years of similar experience noted above OR
- Some managerial / functional management or lead experience preferred
- Requires understanding of how the team / work area relates to other related areas and uses that knowledge to improve efficiency and produce high-quality work on problems with cross-functional impact
- Identifies and resolves technical, operational and organizational problems/problems relating to own discipline
- Frequently works cross-functionally as the representative for their area
- Has knowledge of best practices in the functional discipline and familiarity with the broader underlying concepts of related business disciplines
- Works to improve tools and processes within functional area
- Developing reputation inside the company as it relates to area of expertise
- Ability to work as part of and lead multiple teams
- Exhibits leadership skill and ability, manages lower levels and/or indirect teams
- Excellent computer skills
- Excellent communications, problem-solving, analytical thinking skills
- Sees broader picture, impact on multiple departments/divisions
- Ability to meet multiple deadlines across a variety of projects/programs, with a high degree of accuracy and efficiency
- Excellent project management skills
- Attention to detail and confidentiality are essential
- Strong knowledge of planning, developing and implementing business systems solutions
- Knowledge of project management, business requirements gathering
- Strong data analytical skills including data structure, querying, transforming, reporting, troubleshooting
- Knowledge of industry practices and technology trends
- Extensive knowledge of budgets, customer services, client and stakeholder relationships, basic contract development, data management and analytics, vendor management
- Ability to develop cooperative working relationships with departments and IT staff
- Strong knowledge of agile/iterative software development environment with related common methods (e.g. scrum)
- Extensive knowledge for SaaS or similar cloud tools
- Demonstrated knowledge of managing the launch of enterprise-wide systems and tools including UAT planning and executing
- Leads cross functional teams
- Extensive knowledge developing business requirements, writing user stories and acceptance criteria
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