Global ITSM Process Architect

Zoetis Inc; New Jersey; On-site; USD 105,000 - 151,000; Full time

Benefits offered by this job

Healthcare benefits

401K with match

Vacation 4 weeks

Job summary

Zoetis Inc in Parsippany is seeking an experienced ITSM Process Owner to establish and govern a unified ITSM practice across the organization. You will design and implement incident, problem, change, release, and configuration processes, focusing on major incident management and measurable adherence.

The role requires 5+ years in ITSM/ITIL, strong governance and stakeholder engagement skills, and experience with ITSM tools like ServiceNow or Jira Service Management.

Qualifications

• Bachelor’s in Computer Science, Business Administration, or related field or equivalent work experience.
• 5+ years experience working with ITSM and ITIL.
• Experience with ITSM tools/platforms (ServiceNow, Jira Service Management).
• Strong communication, facilitation, and interpersonal skills.

Responsibilities

• ITSM Process Ownership & Design: develop, implement, and continuously improve a unified ITSM process framework.
• Governance & Compliance: define KPIs, monitor adherence, drive improvement efforts.
• Stakeholder Engagement & Change Management: collaborate with technology leaders and teams to drive adoption.
• Reporting & Communication: provide regular updates on process adherence and major incident trends to senior leadership.

Skills

ITSM Process Ownership

ITIL Framework

Process Design

Governance

Stakeholder Engagement

Change Management

KPI Tracking

Incident/Problem/Change/Release

Education

Bachelor’s in CS / Business Admin or related

Equivalent work experience

Tools

ServiceNow

Jira Service Management

Job description

Zoetis Inc in Parsippany is seeking an experienced ITSM Process Owner to establish and govern a unified ITSM practice across the organization. You will design and implement incident, problem, change, release, and configuration processes, focusing on major incident management and measurable adherence.

The role requires 5+ years in ITSM/ITIL, strong governance and stakeholder engagement skills, and experience with ITSM tools like ServiceNow or Jira Service Management.