Manager, ServiceNow

Join Bristol Myers Squibb's diverse team and work on meaningful projects that transform patients' lives through science. As a Manager, ServiceNow, you'll design, develop, and implement complex ServiceNow solutions, working closely with cross-functional teams and stakeholders.

Requirements

• Design, develop, test, and maintain ServiceNow Integrations following industry best practices.
• Implement and communicate best practice principles for Integration implementations.
• Work closely with cross-functional teams to deliver Integration solutions.
• Lead the troubleshooting and resolution of issues/incidents with Integrations.
• Accountable for ServiceNow Integration support and lifecycle management for new and existing ServiceNow Integrations.
• Possess a deep understanding of ServiceNow reporting and analytics modules.
• Utilize advanced features such as Performance Analytics, Report Designer, and Dashboard Builder.
• Troubleshoot and resolve technical issues related to reporting and analytics.
• Help end users design and build dashboards and reports that provide meaningful insights.
• Provide training and support to end users on how to use ServiceNow reporting and analytics tools.
• Work with business stakeholders to understand their needs and develop solutions that meet those needs.
• Define and manage Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) within ServiceNow.
• Ensure SLAs are aligned with business objectives and customer expectations.
• Monitor and report on SLA performance, identifying areas for improvement and taking corrective actions as needed.
• Manage ServiceNow Event Management configuration and administration.
• Troubleshoot and resolve ServiceNow issues.
• Develop, test & deploy ServiceNow solutions in accordance with the Agile methodology
• Sharing knowledge and best practices with other team members through code reviews, pair programming, and training sessions

Benefits

• Competitive benefits, services, and programs that provide employees with resources to pursue their goals, both at work and in their personal lives
• Flexible work environment
• Opportunities for growth and development
• Diverse and inclusive culture
• Commitment to work-life balance