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General Description:

BeOne's Global Technology Solutions team is seeking an experienced and strategic technical leader to serve as both the ITSM Lead and Architect, acting as the primary owner of our ServiceNow platform. This leader will be responsible for defining and executing the platform’s roadmap, overseeing its implementation, and ensuring the long-term success and continuous improvement of our ServiceNow solutions. The ideal candidate will demonstrate strong leadership, a deep understanding of ITSM and ITIL best practices, and the ability to drive technology-enabled transformation across the organization by aligning enterprise, regional, global, and functional requirements into a cohesive platform strategy.

**Impact** : Shape the strategic vision and architecture of our ServiceNow platform, driving innovation and operational excellence across the organization.

**Leadership** : Guide a talented team and collaborate with senior leaders to influence the future of IT service management and technical architecture.

**Growth** : Leverage opportunities for professional development and skill-building in a dynamic, forward-thinking environment.

**Culture** : Become a part of an inclusive, collaborative, and high-performing team dedicated to delivering exceptional services and solutions.

Essential Functions of the job:

ServiceNow Platform Ownership:

+ Serve as the overall Product and System Owner for the ServiceNow platform, setting the strategic vision and ensuring alignment with organizational goals.

+ Define and maintain the multi-year strategic roadmap for the ServiceNow platform, aligning with business objectives and industry best practices.

+ Own end-to-end platform lifecycle management, from initial planning and design through go-live, optimization, and eventual replacement or retirement.

ITSM Architecture & Design:

+ Act as the primary architect for all ITSM-related solutions within the ServiceNow platform, ensuring architectural decisions align with enterprise standards and long-term organizational needs.

+ Provide expertise in ITIL and ITSM processes, guiding design and configuration to adhere to industry-leading practices and regulatory requirements.

+ Collaborate with Enterprise Architecture and other technology teams to ensure seamless integration of ServiceNow solutions across the enterprise landscape.

Strategic Planning & Requirements Analysis:

+ Lead strategic discussions with senior leadership and cross-functional stakeholders to analyze enterprise, regional, global, and functional requirements.

+ Translate these requirements into a strategic ServiceNow roadmap and detailed execution plan, ensuring the platform meets evolving business needs across the organization.

+ Continuously monitor industry trends and emerging technologies to keep the platform at the forefront of innovation.

Implementation & Operationalization:

+ Lead the team responsible for the successful delivery of ServiceNow projects, including design, configuration, customization, integration, and deployment activities.

+ Oversee operational support, ensuring robust governance, compliance, and service-level agreements are met or exceeded.

+ Continuously monitor platform performance, proactively identifying areas of improvement and leading optimization efforts.

Team Leadership & Management:

+ Build, lead, and mentor a high-performing team of administrators, developers, and business analysts focused on ServiceNow.

+ Set clear objectives, performance metrics, and development plans to cultivate a culture of excellence and continuous learning.

+ Foster strong partnerships with internal teams (e.g., Operations, Security, Infrastructure, PMO) and external vendors to ensure smooth platform delivery and support.

Budgeting & Vendor Management:

+ Manage the ServiceNow budget, including planning, allocation, and oversight of licensing, development, and integration costs.

+ Oversee relationships with external consultants, solutions integrators, and contractors, ensuring effective global collaboration and alignment with organizational goals and budgets.

+ Negotiate contracts and service-level agreements to optimize cost and drive value from third-party partnerships.

Stakeholder Engagement & Change Management:

+ Communicate platform vision, roadmap, and updates to senior management and project sponsors.

+ Coordinate with business process owners, functional leaders, and end-users to gather requirements, solicit feedback, and ensure adoption of new features or enhancements.

+ Drive effective change management, ensuring that new processes and functionalities are well understood, documented, and integrated into existing workflows.

Governance, Risk & Compliance:

+ Implement and maintain robust governance frameworks for ServiceNow development, configuration, and user access.

+ Ensure compliance with internal policies, GxP requirements, industry regulations, and external standards, mitigating risks associated with platform changes and data handling.

+ Oversee budget planning and control for ServiceNow projects, licensing, and related platform costs.

Continuous Improvement & Future Enhancements:

+ Establish a continuous improvement process to regularly assess platform usage, gather user feedback, and implement needed enhancements.

+ Champion innovation by evaluating new ServiceNow modules, plugins, and features, recommending relevant additions or upgrades.

+ Develop and maintain key metrics and dashboards to track platform performance, adoption, and user satisfaction.

Education Required:

+ Bachelor’s degree in Computer Science, Information Technology, or a related field (advanced degree preferred).

Qualifications and Experience:

+ BA/BS with 10+ years of overall experience and 8+ years of progressive experience in IT service management, with at least 5+ years working specifically with ServiceNow.

+ Demonstrated success in large-scale ServiceNow implementations and leading cross-functional teams.

+ Proven ability to architect, design, and integrate ITSM solutions within complex enterprise environments.

+ Significant experience leading strategic discussions, analyzing global requirements, and developing cohesive execution plans.

Technical Skills:

+ Expert-level knowledge of ServiceNow modules (e.g., Incident, Problem, Change, CMDB, Service Portal, etc.) and best practices in design and development.

+ Strong ITIL/ITSM framework knowledge (ITIL certification highly desirable).

+ Familiarity with Agile/Scrum methodologies for software delivery.

+ Experience integrating ServiceNow with other enterprise systems (e.g., HR, ERP, monitoring tools).

Soft Skills:

+ Exceptional communication and stakeholder management skills.

+ Strategic thinking with the ability to translate high-level business objectives into tactical roadmaps and actionable initiatives.

+ Strong analytical, problem-solving, and decision-making abilities.

+ Demonstrated ability to mentor, coach, and develop teams effectively.

+ Proven track record of effectively managing budgets, negotiating contracts, and partnering with global vendors.

Supervisory Responsibilities:

+ Manage global FTEs, Contractors, Consultants and Solutions Integrators

Travel:

+ 10-15%

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.