Senior Manager, Service Management – ServiceNow Platform

About This Role  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.

This role 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.

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 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). Technical/Software

Skills:

JIRA, Service Now, Java Script. General software skills: MS Access, MS Word, MS Excel, MS Project and Visio. 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.

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

Core Competencies:

Exceptional communication, agile project management frameworks (Agile/Scrum/SAFe), risk mitigation, and cross-functional collaboration across distributed teams. Job Level: Management Additional Information 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,…