ServiceNow Manager

Abbott Laboratories; Hinoba-an; On-site; PHP 1,200,000 - 2,600,000; Full time

Job summary

Abbott Laboratories in the Philippines seeks a ServiceNow Manager to act as a strategic liaison between the IT ServiceNow platform and business units, driving a customer-centric digital experience through optimized workflows and analytics.

The role leads ITSM, CSM, GRC, HAM, ITOM, and SPM initiatives, aligning processes, data, and KPIs with strategy while mentoring junior analysts and delivering end-to-end solutions.

Qualifications

• Bachelor’s Degree in Computer Science, Information Systems, Business Administration, or related field.
• Minimum 7+ years IT Business Analysis experience in large or mid-sized enterprise.
• 3+ years hands-on ServiceNow experience across multiple modules.
• Strong knowledge of ITIL practices and IT service management processes.
• Proven experience with: business process modeling, ServiceNow requirements, configuration, testing; global or multi-regional service organizations; regulated environments (healthcare, GxP) preferred.

Responsibilities

• Act as the senior business analyst for ServiceNow-enabled capabilities across ITSM, CSM, GRC, HAM, ITOM, and SPM.
• Mentor and develop junior Business Analysts; guide analysis techniques and stakeholder engagement.
• Partner with business leaders to define demand, initiatives, and backlogs; align ServiceNow with roadmaps and investment priorities.
• Lead requirements workshops; translate needs into functional and technical requirements for ServiceNow configuration.
• Collaborate with developers and delivery teams to ensure solutions meet requirements and follow best practices.
• Provide ongoing production support, analyze trends, and drive continuous improvement; stay current with ServiceNow releases.

Skills

ServiceNow

ITIL

Stakeholder management

Analytical

Documentation

Education

Bachelor’s Degree

Tools

ServiceNow configuration

UAT testing

Data modeling

Integrations

Job description

MAIN PURPOSE OF THE ROLE

The ServiceNow Manager role serves as a strategic liaison between the IT ServiceNow platform and multiple business units. This role is accountable for evaluating, influencing, and governing IT processes and ServiceNow platform capabilities to enable consistent, predictable, and high‑quality service delivery. This individual leads the definition, design, and continuous improvement of IT service management processes, ensuring that ServiceNow configurations, foundational data, integrations, and performance metrics align with organizational strategy, service maturity roadmaps, and global information management objectives. A strong focus on End User Experience is essential, driving IT interactions toward a customer‑centric, next‑generation digital experience through optimized workflows, automation, self‑service, and analytics.

MAIN RESPONSIBILITIES

ServiceNow & Process Leadership

Act as the senior business analyst for ServiceNow‑enabled capabilities across multiple modules including IT Service Management (ITSM), Customer Service Management (CSM), Governance, Risk, & Compliance (GRC), Hardware Asset Management (HAM), IT Operations management (ITOM), and Strategic Portfolio Management (SPM). Ensure process, tool configuration, data model, and KPIs work together to drive service maturity, stability, and user satisfaction. Mentor, coach, and develop junior Business Analyst resources, providing guidance on analysis techniques, documentation standards, stakeholder engagement, and professional growth.

Business Partnership & Strategy Alignment

Partner closely with business unit leaders, service owners, and IT leadership to understand business objectives, regulatory requirements, and operational challenges. Work with business contacts to define and prioritize demand, initiatives, and enhancement backlogs. Proactively identify strategic opportunities to apply new or existing ServiceNow capabilities to improve service quality, automation, cost efficiency, and user experience. Ensure cohesiveness between business strategies and ServiceNow platform direction, roadmaps, and investment priorities.

Requirements & Solution Design

Lead requirements workshops, translating business needs into clear, concise functional and technical requirements suitable for ServiceNow configuration and development. Perform business process analysis, mapping current state to future state, identifying gaps, risks, data dependencies, controls, and integration needs. Produce high‑quality artifacts including: Business requirements documents, Functional specifications, Process flows and service blueprints, User stories and acceptance criteria.

ServiceNow Configuration & Delivery Support

Collaborate with ServiceNow developers, architects, and delivery teams to ensure solutions meet requirements and follow platform best practices. Support or perform configuration, testing (UAT), validation, and implementation activities for ServiceNow solutions. Ensure delivery teams fully understand customer needs, business drivers, and desired outcomes.

Operations, Optimization & Continuous Improvement

Provide ongoing support for production ServiceNow applications, resolving business and technical issues in collaboration with support teams. Analyze trends, metrics, and user feedback to identify continuous improvement opportunities. Maintain awareness of ServiceNow releases, industry trends, and emerging technologies to advise leadership on innovation opportunities.

QUALIFICATIONS

Education

Bachelor’s Degree in Computer Science, Information Systems, Business Administration, or a related field or equivalent combination of education and experience.

Experience / Background

• Minimum 7+ years of IT Business Analysis experience in a large or mid‑sized enterprise environment.
• 3+ years of hands‑on ServiceNow experience, preferably across multiple modules.
• Strong knowledge of ITIL practices and IT service management processes.
• Proven experience with: Business process modeling and optimization ServiceNow requirements, configuration, and testing Global or multi‑regional service organizations Experience in regulated environments (e.g., healthcare, GxP) preferred Strong project, stakeholder, and vendor management skills.

Technical & Professional Skills

• Deep understanding of ServiceNow platform architecture, data model, and configuration best practices.
• Ability to translate complex business needs into practical, scalable ServiceNow solutions.
• Strong analytical, documentation, and facilitation skills.
• Excellent communication and influence skills across technical and non‑technical audiences.
• Customer‑centric mindset with strong focus on End User Experience.

Certifications (Preferred)

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist (ITSM or related)
• ITIL Foundation or higher

The base pay for this position is N/A In specific locations, the pay range may vary from the range posted.

Família de Cargo IT Services & Solutions Delivery Divisão BTS Business Technology Services

Localidade Philippines > Taguig City : Five/Neo Building

Localidades Adicionais

Turno de Trabalho Standard

Viagem Not specified

Vigilância médica Not Applicable

Atividades de trabalho significativas Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)

A Abbott significa o poder da saúde. Por mais de 125 anos, a Abbott tem ajudado as pessoas a alcançar seu potencial — porque uma saúde melhor permite que indivíduos e comunidades vivam melhor. Com uma rede global e diversificada, que serve clientes em mais de 160 países, criamos novas soluções — em todo o espectro da saúde, em todo o mundo, para todas as fases da vida. Seja através da próxima geração de equipamentos de diagnóstico, dispositivos médicos para estilos de vida em transformação, nutrição baseada em ciência, ou novas reformulações, estamos desenvolvendo tecnologias mais inovadoras e revolucionárias na área da saúde para que indivíduos vivam melhor e com mais saúde.

Os colaboradores da Abbott vêm trabalhar todos os dias com energia, entusiasmo e comprometimento com o intuito de promover a saúde e o bem-estar de milhões de pessoas. Eles superam os limites para ajudar a gerenciar e tratar alguns dos maiores desafios de saúde da vida. Convidamos você a explorar as oportunidades na Abbott, a ver se seus talentos e aspirações de carreira podem se encaixar com as nossas vagas. A Abbott é uma empresa que oferece oportunidades iguais e acolhe e incentiva a diversidade em nossa força de trabalho.

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