ITSM PlatformProduct Owner

POSITION SUMMARY

This position leads the global configuration development integration and operational enablement of the ITSM tooling ecosystemprimarily ServiceNowto support Zoetis Tech and Digital and strategic partners. The role focuses on platform governance configuration (e.g. standards controls data models workflows) scalable solution design and delivery of enhancements that improve service outcomes and user experience. This leader partners with ITIL/process owners infrastructure applications risk/compliance and vendors to translate process requirements into well-architected platform capabilities. The position also provides adjacent technology ownership for service management and delivery tooling (e.g. Jira) and ensures interoperability across the toolchain through reliable integrations and shared data governance.

POSITION RESPONSIBILITIES .

• Own the ServiceNow platform roadmap from a tooling standpoint (configuration development integrations upgrades and platform health) aligning delivery to business and IT priorities.
• Partner with process owners (Incident/Change/Request/Problem/Knowledge/CMDB etc.) to implement and continuously improve tooling capabilities that enable their operating models (without owning the processes themselves).
• Establish and maintain tooling governance: configuration standards SDLC controls release management environment strategy audit readiness and platform KPI reporting.

• Lead configuration and development of ServiceNow modules and platform capabilities (e.g. workflows catalog items automation notifications roles forms UI policies data policies reporting/dashboards).
• Own integration architecture and delivery for ServiceNow and adjacent enterprise systems using supported patterns (APIs/web services SSO directory/LDAP identity and governance platforms) including ongoing monitoring and operational support for integrations.
• Lead tooling enablement for the Service Catalog / Self-Service experience (structure request models fulfillment workflows UX) in partnership with service owners and operational teams.

• Provide tooling ownership and governance configuration for adjacent service delivery technologies such as Jira(as applicable): configuration standards project/service template governance workflow schemes integration patterns and reporting alignment with ServiceNow.

• Define and maintain the toolchain interoperability strategy (ie ServiceNow Jira identity monitoring asset/data sources) ensuring consistent data definitions reliable integrations and clear ownership for shared fields and master data.

• Lead the ITSM tooling support team responsible for planning development testing releases and platform support for the ServiceNow ecosystem.
• Manage vendor and partner delivery for platform development and integrations; ensure outcomes meet architecture standards security/compliance needs and operational expectations.

• Own the CMDB platform configuration and data governance enablement (data model relationship model integrations/data mapping data quality controls and reporting) in partnership with risk/compliance and technical domain owners.
• Implement and maintain platform controls that support auditability resiliency disaster readiness and segregation of duties across environments and releases.

EDUCATION AND EXPERIENCE

Bachelors degree in information technology Computer Science Engineering or related field;

1012 years overall IT experience with progressive responsibility across enterprise platforms and service delivery.

5 years leading ServiceNow platform work in a product ownership / platform leadership capacity (roadmap configuration development upgrades).;

Demonstrated hands-on experience delivering configuration and custom development on ServiceNow (workflows catalog data model/CMDB reporting/PA access controls).;

Experience establishing and enforcing platform governance: SDLC release/change controls environment strategy code/config management testing and audit readiness.;

Experience in regulated environments (pharma/animal health or similar) and working with compliance risk and audit teams (preferred)

TECHNICAL SKILLS REQUIREMENTS

ServiceNow: CSA (preferred) plus one or more CIS credentials (e.g. ITSM CSM ITOM Discovery/Service Mapping) desirable

Agile delivery: Scrum and/or SAFe

Experience integrating data from enterprise systems: ServiceNow Workday Active Directory CMDB Jira Collaboration tools;

ITIL Foundations;

Jira administration and governance configuration (projects workflows schemes fields permissions queues SLAs); automation and cross-tool workflow design (e.g. DevOps handoffs change evidence incident linkage)

Strong skills in documentation data storytelling and crossfunctional communication

The US base salary range for this full-time position is $146000-$209000. Our salary ranges are

determined by role level and location. The range displayed on each job posting reflects the base pay target range

for new hire salaries for the position. Within the range individual pay is determined by work location and additional

factors including job-related skills experience and relevant education or training.

This position is also eligible for short-term incentive compensation

This position is also eligible for long-term incentive

In addition to compensation Zoetis offers a comprehensive benefits package that supports the physical emotional

and financial wellbeing of our colleagues and their families includinghealthcare and insurance benefits beginning

on day one a 401K plan with a match and profit-sharing contribution from Zoetis and 4 weeks of vacation.

Visit to learn more.

Full time

Regular

Colleague

Any unsolicited resumes sent to Zoetis from a third party such as an Agency recruiter including unsolicited resumes sent to a Zoetis mailing address fax machine or email address directly to Zoetis employees or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.

Notice: Zoetis Recruiters will contact candidates via email from an address ending in @ and may also initially connect with candidates through LinkedIn including LinkedIn InMail. Zoetis does not use Gmail Outlook Yahoo or other web-based/generic email domains to communicate about job opportunities interviews or offers of employment. If you receive a recruitment-related email message claiming to be from Zoetis that does not come from @ please treat it as suspicious. For your security do not reply click links open attachments share personal or financial information or send money in response to unexpected or questionable recruitment communications.

Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race color religion sex sexual orientation age gender identity or gender expression national origin disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at to request an accommodation. Zoetis also complies with all applicable national state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at site or (2) via email to/from addresses using only the Zoetis domain of @. In addition Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be addition Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.