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Senior Manager, ServiceNow Platform Specialist

2 months ago

Princeton, New Jersey, United States Bristol-Myers Squibb Company Full time
About the Role

This is a key position within the Bristol-Myers Squibb Company that plays a crucial role in designing and maintaining ServiceNow. The successful candidate will be responsible for delivering new technology features and support fixes to optimize BMS ServiceNow operations and functional enhancements.

Key Responsibilities
  • Collaborate with stakeholders, system architects, and IT teams to understand requirements and implement solutions that enrich the platform and enhance the user experience.
  • Design solutions on the ServiceNow platform through Workflow, Flow Designer, IntegrationHub, Orchestration, Mid Servers, Business Rules, Client Scripts, UI Actions, UI Policies, ACLs, SLAs, Registry Events, and Scheduled Jobs.
  • Support and identify opportunities for continuous improvement.
  • Adopt a broad, enterprise-wide view and understanding of strategy, processes, and capabilities.
  • Support business process re-engineering efforts for at least a couple of medium-to-large software projects.
  • Communicate status updates to stakeholders and manage expectations.
  • Conduct User Acceptance Testing (UAT) to ensure the requirements are met.
  • Engage and support business services and ensure adherence to technology standards across capability delivery teams, including service providers.
  • Work closely with cross-functional teams to deliver ServiceNow solutions.
  • Troubleshoot and resolve issues/incidents.
  • Collaborate with product managers and stakeholders to ensure requirements are clearly understood and backlog items are prioritized and partner with Developers to design and implement the solutions.
  • Demonstrate a flexible and adaptive approach to accommodate changing requirements.
  • Must be self-directed with proven ability to make mature decisions supported by thorough data and process analysis.
Qualifications & Experience
  • Degree in Computer Science, Information Systems, or related field, or equivalent work experience.
  • 6+ years of ServiceNow experience.
  • Broad exposure to ServiceNow modules (ITSM, ITAM, ITOM, IRM (GRC/TPRM), HRSD).
  • Proficiency in ServiceNow platform capabilities, including Service Catalog, Flow Designer, Workflow Editor, Scripting, and Integration Hub.
  • Strong analytical and problem-solving skills to troubleshoot and resolve technical issues.
  • Excellent communication and collaboration abilities to work effectively with cross-functional teams.
  • Ability to work independently, manage multiple priorities, and meet deadlines in a fast-paced environment.
  • Experience with ServiceNow integrations.
  • Experience with ServiceNow scripting languages.
  • Experience with ServiceNow reporting and analytics.
  • Experience with Agile development methodologies.
  • Experience with ServiceNow performance tuning and optimization.
  • Experience with ServiceNow security and compliance.
  • Experience with ServiceNow family and patching upgrades.
  • Makes decisions while understanding the team's work and how it fits into the broader enterprise.
  • Demonstrates awareness of functional business context and the impact on their own work.
  • Identifies opportunities to improve and grow, balancing performance feedback and career development.
  • Displays understanding of performance metrics driving the team's goals and questions the external environment and its implication on the goals and strategies.
  • ServiceNow Certified System Administrator (CSA), Certified Application Developer (CAD), or Certified Implementation Specialist (CIS) certification is a plus.