ServiceNow Manager

Abbott; Philippines; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Abbott is seeking a ServiceNow Manager to act as a strategic liaison between the IT ServiceNow platform and multiple business units. You will govern IT processes, drive end-user experience, and ensure configurations, data, and integrations align with roadmaps and information management objectives.

Responsibilities include leading ServiceNow capabilities across ITSM, CSM, GRC, HAM, ITOM, and SPM; mentoring analysts; partnering with business leaders to define demand and priorities; and delivering

Qualifications

• Minimum 7+ years of IT Business Analysis experience in a large or mid-sized enterprise.
• 3+ years of hands-on ServiceNow experience, across multiple modules.
• Strong knowledge of ITIL practices and IT service management processes.
• Experience with business process modeling, ServiceNow requirements, configuration, and testing.
• Experience in regulated environments (e.g., healthcare, GxP) preferred.

Responsibilities

• Lead ServiceNow-enabled capabilities to drive service maturity, stability, and user satisfaction.
• Definition, design, and continuous improvement of IT service management processes.
• Mentor and develop junior Business Analyst resources.
• Collaborate with business leaders to define demand, initiatives, and backlogs.
• Support or perform configuration, testing (UAT), validation, and implementation activities.

Skills

IT Business Analysis

ServiceNow

ITIL

Stakeholder management

Vendor management

Education

Bachelor’s Degree in Computer Science, Information Systems, Business Administration, or a related field

Tools

ServiceNow configurations

Testing

Global or multi-regional service delivery

Job description

MAIN PURPOSE OF THE ROLE

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