IT Operations Manager; ITOM

At Elanco (NYSE: ELAN) – it all starts with animals!

As a global leader in animal health, we are dedicated to innovation and delivering products and services to prevent and treat disease in farm animals and pets.

At Elanco, we are driven by our vision of Food and Companionship Enriching Life and our purpose – all to Go Beyond for Animals, Customers, Society and Our People.

At Elanco, we pride ourselves on fostering a diverse and inclusive work environment. We believe that diversity is the driving force behind innovation, creativity, and overall business success. Here, you’ll be part of a company that values and champions new ways of thinking, work with dynamic individuals, and acquire new skills and experiences that will propel your career to new heights.

Making animals’ lives better makes life better – join our team today!

You will be joining Tech Ops, who are responsible for all IT Infrastructure, Client Services, and Global & Site Operations across the enterprise.

• Define and articulate the product vision, strategy, and roadmap for Service Now ITOM module (e.g., Discovery, Service Mapping, Event Management, Operational Intelligence, Cloud Management, Orchestration).
• Gather, analyze, and prioritize business requirements from IT Operations, Infrastructure, Cloud, and Security teams, translating them into clear and actionable user stories and acceptance criteria.
• Own and manage the Service Now ITOM product backlog, ensuring it is vetted, prioritized, and aligned with strategic goals and release cycles.
• Collaborate closely with development teams, architects, and quality assurance to ensure successful delivery of features and enhancements that meet operational needs.
• Own and drive CMDB adoption across stakeholders, ensuring CMDB accuracy is in line with best practice and industry standards.
• Act as the subject matter expert for Service Now ITOM, providing guidance and clarification to development teams and stakeholders on operational processes and technical requirements.
• Facilitate communication and alignment between IT Operations, Infrastructure teams, and the development team throughout the product lifecycle.
• Monitor and analyze product performance, operational metrics, and industry trends to identify opportunities for automation, optimization, and proactive issue resolution.
• Ensure that all Service Now ITOM solutions adhere to ITIL best practices, company standards, and integrate seamlessly with the CMDB and ITSM modules.
• Lead user acceptance testing (UAT) and ensure that delivered solutions meet operational requirements and quality standards.
• Contribute to the overall Service Now platform strategy and governance, ensuring ITOM solutions support a unified platform approach.

• Bachelor's degree in computer science, Information Technology, or a related field, or equivalent practical experience.
• 5+ years of experience in IT Operations, Infrastructure Management, or a related field, with at least 3 years in a Product Owner, Business Analyst, or similar leadership role focused on Service Now ITOM.
• ITIL v3 or v4 Foundation certification.
• Service Now Certified System Administrator (CSA) certification.
• Proven experience in defining product roadmaps, managing backlogs, and prioritizing features in an Agile environment.
• Deep understanding of Service Now ITOM modules (Discovery, Service Mapping, Event Management) and their interdependencies with CMDB and ITSM.

• Familiarity with other monitoring tools and automation platforms.
• Experience with cloud platforms (e.g., AWS, Azure, GCP) and their integration with Service Now ITOM.
• Technical
  
  Skills:
  
  Service Now ITOM (Discovery, Service Mapping, Event Management, Operational Intelligence, Orchestration, Cloud Management), CMDB, ITIL Framework, Agile Methodologies, Product Road mapping, Backlog Management, Requirements Gathering, User Story Creation, Data Analysis, Operational Metrics, Cloud Technologies, Automation Concepts.
• Soft Skills:
  
  Strategic Thinking, Leadership, Stakeholder Management, Communication (written and verbal), Negotiation, Prioritization, Problem-solving, Analytical Thinking,…