Senior Manager, Service Management – ServiceNow Platform
Biogen
Summary
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.
Job description
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
Core Competencies
- 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
- Exceptional communication, agile project management frameworks (Agile/Scrum/SAFe), risk mitigation, and cross-functional collaboration across distributed teams
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).
Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field
- 10+ years of overall IT experience
- 8 years' experience with ServiceNow implementations
- Deep technical command of ServiceNow architecture, CMDB, and multi-workflow integrations
- Hands-on experience with ServiceNow modules: ITSM, ITOM, HRSD, IRM/GRC, CSM
- Experience implementing AI functionality: Virtual Agent, AI Search, Otto/Now Assist, AI Control Tower, Predictive Intelligence & AIOps, AI Agents/Autonomous Workforce
- Functional and User requirements gathering and documentation experience
- ITIL v3/v4 Foundation Certification or Higher
- Technical/Software Skills: JIRA, ServiceNow, JavaScript
- General software skills: MS Access, MS Word, MS Excel, MS Project, Visio
- Ability to manage internal partners/customers, influence peers, effective team management, proactive problem-solving, develop trust
- Proven track record of delivering projects on time with quality
- Excellent oral and written communication, presentation, negotiation skills
- Agile project management frameworks (Agile/Scrum/SAFe), risk mitigation, cross-functional collaboration
Benefits
- Medical, Dental & Vision
- Life insurance
- Fitness & Wellness programs
- Short- and Long-Term Disability
- 15 days paid vacation
- End-of-year shutdown
- 12 paid holidays
- 3 personal significance days
- 80 hours sick time
- Paid Maternity and Parental Leave
- 401(k) matching
- Employee stock purchase plan
- Tuition reimbursement
- Employee Resource Groups
Company overview
Founded in 1978, Biogen is a leading global biotechnology company headquartered in Cambridge, Massachusetts, specializing in the development and commercialization of innovative therapies for serious neurological and neurodegenerative diseases. As one of the oldest independent biotechnology companies in the United States, Biogen has established itself as a pioneer in neuroscience, focusing on difficult-to-treat conditions where few or no treatment options exist. The company's portfolio includes groundbreaking treatments for multiple sclerosis, spinal muscular atrophy, Alzheimer's disease, ALS, and Friedreich's ataxia. With approximately 7,000 employees worldwide, Biogen operates through a global network that includes research and development hubs in Cambridge, Research Triangle Park in North Carolina, and South San Francisco, along with world-class manufacturing facilities in the United States and Switzerland. The company's commitment to scientific innovation is demonstrated by its Nobel Prize-winning founders and its receipt of the U.S. National Medal of Technology and Innovation. Biogen's patient-centric approach drives its mission to deliver transformative medicines that improve lives while creating sustainable value for shareholders and communities.