Global ITSM Process Architect

- Zoetis India Capability Center; Parsippany-Troy Hills (NJ); On-site; USD 105,000 - 151,000; Full time

Benefits offered by this job

Short-term incentive

Healthcare benefits

401K with match

Vacation 4 weeks

Job summary

Zoetis seeks an experienced ITSM Process Owner to establish and govern a consistent ITSM practice across the organization, starting with major incident management. You will design, implement, and optimize incident, problem, change, release, and configuration management processes, ensuring adherence and measurable improvements.

You will collaborate with technology leaders to drive adoption, deliver training, and provide regular leadership reporting on process performance and incident trends.

Qualifications

• Bachelor's in Computer Science, Business Administration, or related field, or equivalent work experience.
• 5+ years ITSM/ITIL experience.
• Experience leading ITSM initiatives in a multi-functional technology environment.

Responsibilities

• Develop and implement a unified ITSM process framework.
• Lead the major incident management process rollout across all technology functions.
• Establish governance structures and KPIs to measure process effectiveness, compliance, and improvement.
• Provide regular reporting on incidents and improvement initiatives to senior leadership.

Skills

ITSM leadership

Process design

Stakeholder engagement

KPI tracking

ITIL familiarity

Education

Bachelor's in Computer Science or related field

Tools

ServiceNow

Jira Service Management

ITSM tools

Job description

Zoetis seeks an experienced ITSM Process Owner to establish and govern a consistent ITSM practice across the organization, starting with major incident management. You will design, implement, and optimize incident, problem, change, release, and configuration management processes, ensuring adherence and measurable improvements.

You will collaborate with technology leaders to drive adoption, deliver training, and provide regular leadership reporting on process performance and incident trends.