Job description

Sr. Global IT Service Manager role
Remote - Exton, PA
6-month CTH(Contract to Hire)

Position Summary: This position will lead the delivery, ongoing development, governance, and day-to-day operations of the Zoetis Global IT Service Management tool (ServiceNow) and related ITSM processes.

Responsibilities:

·Lead the ongoing design, enhancements, and support of the Global Lifecycle platform and its related processes for Zoetis ZTD and our strategic partners. The processes include Configuration Management, Request Management, Problem Management, Incident Management, Risk Management, and Knowledge Management.
·Manage a team of both internal colleagues and external MSP support providers to ensure seamless service delivery.
·Manage the monthly break/fix and enhancement requests for ServiceNow. This would be including efforts in sizing, prioritizing, scheduling, development, and testing.
·Perform detailed postmortem summaries for ZTD Priority 1 event as necessary. This would include a detailed summary along with proposed recommendations and corrective actions.
· Drive the architecture, delivery, and support of new and existing internal and external integrations with ServiceNow. There are currently 20+ active integrations.
· Manage the global governance of ITSM Process adherence for all deployed ITSM Processes and related Standard Operating Procedures (SOP’s).
· Partner with IT Operations and support to provide Operational Reporting metrics and related Senior Leader Dashboard summaries.
· Manage appropriate internal and external controls to ensure solutions are permanently Disaster Ready and Audit ready.
· Partner with Risk Management and Compliance to lead the delivery and ongoing maintenance of the Zoetis CMDB relationship model and data mapping.
· Coach process users on the correct use of the process and tool and maintain process standards.

Qualifications (Training, Education, & Prior Experience):

Education: Bachelor’s Degree in Information Technology, Computer Science, or equivalent practical experience.

Experience: 10 to 12 years’ experience in the following areas:

· Experience with ServiceNow or equivalent ITSM tools and related processes

· Experience in maintaining a validated environment in accordance with Compliance/Audit requirements.

· Ability to manage and prioritize multiple projects and resources concurrently

· Experience with IT Service Management integrations using tools/methods such as Web Services, LDAP, and IDAM systems.

· Working experience of ITSM Best Practices and functionality provided by an outbox system.

Knowledge, Skills, Ability Requirements:

• Broad understanding of server, storage, Cloud, PC, and network technologies as it relates to Configuration Management (CMDB).
• Demonstrated ability to rapidly grasp complex concepts, anticipate support challenges, and with ZTD teams to deliver acceptable end-user solutions.
• Excellent written and verbal communication skills
• Ability to deliver concise business analysis and root cause analysis skills at the Senior leadership level.
• Knowledge of IT Functions, technologies, and services and their relationship with Compliance

Travel Requirements: Minimal travel required. (10%)

Thanks and Regards,

David Jones | Technical Recruiter - US
Phone: 908-363-1878

Job Types: Full-time, Contract

Schedule:

• 8 hour shift

Experience:

• IT service management: 8 years (Required)
• ServiceNow: 8 years (Required)

Work Location: Remote

Speak with the employer
+91 (908) 363 - 1878

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