Senior Manager, Service Management - ServiceNow Platform

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

Thisrole collaborates with the various business owners, management, vendor managers, Service Now 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.

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

• 10+ years of overall IT experience
• 8 years' experience with Service Now implementations, including deep technical command of the Service Now architecture, common data models (CMDB), and multi-workflow integrations.
• Hands-on experience with Service Now 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).

JIRA, Service Now, Java Script.

MS Access, MS Word, MS Excel, MS Project and Visio.

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

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

Management

The base compensation range for this role is: $-$

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

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…