Senior Manager, Service Management – ServiceNow Platform

About This Role

Senior Manager, Service Management role leads the design, architecture, and delivery of solutions associated with the ServiceNow Platform and various modules hosted on the ServiceNow Platform.

The role sits within Enterprise IT Services under the Enterprise Application Services organization and exists to strengthen Biogen’s service management capabilities globally across the organization.

This role translates IT, business, security, and compliance requirements into technical architecture, implementation roadmaps, integrations, and operational processes. It partners closely with other areas within Enterprise IT Services, EAS, HR, GBS, Learning Services, Risk Management, Privacy, Cybersecurity, AMS, Infrastructure, application areas in other functions, IT Quality, and business teams to ensure IT and Business Process related service management capability needs are met effectively.

This role collaborates with the various business owners, management, vendor managers, ServiceNow engineers, product owners, program and project managers to schedule and conduct requirements elicitations, requirements review, design proposals, implementation plans, and provide guidance to operational support teams.

Education Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field
• Master’s in Computer Engineering, or Business Management preferred.

Required Experience:

• 10+ years of overall IT experience
• 8 years’ experience with ServiceNow implementations, including deep technical command of the ServiceNow architecture, common data models (CMDB), and multi-workflow integrations.
• Hands-on experience with ServiceNow modules like ITSM, ITOM, HRSD, IRM/GRC, and CSM.
• Familiarity or experiencing implementing AI functionality such as, Virtual Agent, AI Search, Otto/Now Assist, AI Control Tower, Predictive Intelligence & AIOps, and AI Agents/Autonomous Workforce.
• Functional and User requirements gathering, and documentation experience.
• GxP compliance experience in Biopharmaceuticals Industry is preferred.
• ITIL v3/v4 Foundation Certification or Higher (Intermediate, Expert, Master).
• Technical/Software Skills: JIRA, ServiceNow, Java Script.
• General software skills: MS Access, MS Word, MS Excel, MS Project and Visio.
• Ability to manage internal partners/customers, influence peers, effective team management, proactive problem-solving ability and ability to develop trust.
• Proven track record of ability to deliver projects on time with the right quality.
• Must have excellent oral and written communication / presentation / negotiation skills.

Certifications (Preferred/Required):

Advanced ServiceNow credentials such as Certified Implementation Specialist (CIS), Certified Application Developer (CAD), Certified Technical Architect (CTA), or Certified Master Architect (CMA).

Core Competencies:

Exceptional communication, agile project management frameworks (Agile/Scrum/SAFe), risk mitigation, and cross-functional collaboration across distributed teams.

Job Level: Management

Additional Information

The base compensation range for this role is: $140,000.00-$187,250.00

Base salary offered is determined through an analytical approach utilizing a combination of factors including, but not limited to, relevant skills & experience, job location, and internal equity.

Regular employees are eligible to receive both short term and long-term incentives, including cash bonus and equity incentive opportunities, designed to reward recent achievements and recognize your future potential based on individual, business unit and company performance.

In addition to compensation, Biogen offers a full and highly competitive range of benefits designed to support our employees’ and their families physical, financial, emotional, and social well-being; including, but not limited to:

• Medical, Dental, Vision, & Life insurances
• Fitness & Wellness programs including a fitness reimbursement
• Short- and Long-Term Disability insurance
• A minimum of 15 days of paid vacation and an additional end-of-year shutdown time off (Dec 26-Dec 31)
• Up to 12 company paid holidays + 3 paid days off for Personal Significance
• 80 hours of sick time per calendar year
• Paid Maternity and Parental Leave benefit
• 401(k) program participation with company matched contributions
• Employee stock purchase plan
• Tuition reimbursement of up to $10,000 per calendar year
• Employee Resource Groups participation

Why Biogen?

We are a global team with a commitment to excellence, and a pioneering spirit. As a mid-sized biotechnology company, we provide the stability and resources of a well-established business while fostering an environment where individual contributions make a significant impact. Our team encompasses some of the most talented and passionate achievers who have unparalleled opportunities for learning, growth, and expanding their skills. Above all, we work together to deliver life-changing medicines, with every role playing a vital part in our mission. Caring Deeply. Achieving Excellence. Changing Lives.

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