Sr. Manager, ServiceNow Architecture & Administration

Working with Us

Challenging. Meaningful. Life‑changing. Those aren’t words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department—from optimizing a production line to the latest breakthroughs in cell therapy. It transforms the lives of patients and the careers of those who do it. You’ll have the chance to grow and thrive alongside high‑achieving teams, taking your career farther than you thought possible.

Sr. Manager, Service Now (Princeton, NJ & Tampa, FL). This role is critical in designing, maintaining, and enhancing the BMS Service Now platform. The person will deliver new technology features and support fixes to optimize Service Now operations and functional enhancements, working closely with stakeholders, IT teams, and business partners to enrich the platform and enhance the user experience.

• Collaborate with stakeholders, system architects, and IT teams to understand requirements and implement solutions that enrich the platform and enhance the user experience.
• Design solutions on the Service Now platform using Workflow, Flow Designer, Integration Hub, Orchestration, Mid Servers, Business Rules, Client Scripts, UI Actions, UI Policies, ACLs, SLAs, Registry Events, Scheduled Jobs, and other capabilities.
• Support and identify opportunities for continuous improvement and adopt a broad, enterprise‑wide perspective of strategy, processes, and capabilities.
• Support business process re‑engineering efforts for at least a couple medium‑to‑large software projects.
• Communicate status updates to stakeholders and manage expectations.
• Conduct User Acceptance Testing (UAT) to ensure requirements are met.
• Engage business services to ensure adherence to technology standards across capability delivery teams, including service providers.
• Work closely with cross‑functional teams to deliver Service Now solutions.
• Troubleshoot and resolve incidents.
• Collaborate with product managers and stakeholders to clarify requirements, prioritize backlog items, and partner with developers to design and implement solutions.
• Demonstrate a flexible and adaptive approach to accommodate changing requirements.
• Be self‑directed with a proven ability to make mature decisions supported by thorough data and process analysis.

• Degree in Computer Science, Information Systems, related field, or equivalent work experience.
• 6+ years of Service Now experience.
• Broad exposure to Service Now modules (ITSM, ITAM, ITOM, IRM, HRSD).
• Proficiency in Service Now platform capabilities including Service Catalog, Flow Designer, Workflow Editor, Scripting, and Integration Hub.
• Strong analytical and problem‑solving skills for troubleshooting and resolving technical issues.
• Excellent communication and collaboration abilities to work effectively with cross‑functional teams.
• Ability to work independently, manage multiple priorities, and meet deadlines in a fast‑paced environment.
• Experience with Service Now integrations, scripting languages, reporting and analytics, performance tuning and optimization, security and compliance, family and patching upgrades.
• Experience with Agile development methodologies.
• Service Now Certified System Administrator (CSA), Certified Application Developer (CAD), or Certified Implementation Specialist (CIS) certification is a plus.
• Demonstrates awareness of functional business context, ability to improve and grow, and balances performance feedback with career development.
• Shows understanding of performance metrics driving team goals and questions external environment implications.
• Makes decisions while understanding the team’s work and its fit within the broader enterprise.

Around the world, we are passionate about making an impact on the lives of patients with serious diseases. We empower you to apply your talents in an inclusive culture that values passion, innovation, urgency, accountability, inclusion, and integrity. Our flexible benefits and supportive policies help you balance work and life while advancing your career.

• Princeton…