ITSM Process Owner: Major Incident & Governance

Zoetis Inc; Parsippany-Troy Hills (NJ); Presencial; USD 105.000 - 151.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Short-term incentive compensation

Healthcare benefits from day one

401K match and profit-sharing

4 weeks of vacation

Descripción de la vacante

Zoetis is seeking an experienced ITSM Process Owner to establish and govern a unified ITSM practice across the ZTD organization. This hands-on role designs, implements, and optimizes incident, problem, change, release, and configuration management with an initial focus on major incident management.

The ideal candidate has 5+ years in ITSM/ITIL, a bachelor’s in a related field, and proven ability to drive process adoption, measure KPIs, and lead cross-functional stakeholder engagement. Base U.S.

Formación

• Bachelor’s degree or equivalent work experience in a related field.
• 5+ years of ITSM and ITIL experience.
• Proven ability to lead ITSM initiatives in a complex environment.
• Strong communication and stakeholder management skills.
• Experience with ITSM tools such as ServiceNow and Jira Service Management.

Responsabilidades

• ITSM Process Ownership & Design across IT capabilities.
• Develop, implement, and improve a unified ITSM process framework.
• Lead major incident management process rollout across tech functions.
• Ensure processes are documented, scalable, and ITIL-aligned.
• Governance structures to ensure adherence and accountability.
• Define and monitor KPIs to measure process effectiveness and improvement.
• Assess maturity, identify gaps, and drive continuous improvement.
• Collaborate with technology leaders to drive adoption of standardized ITSM processes.
• Facilitate training, workshops, and communications to promote understanding.

Conocimientos

ITSM leadership

ITIL frameworks

Process design

Governance

Stakeholder engagement

Change management

Communication skills

KPIs & analytics

ITSM tools (ServiceNow, Jira)

Educación

Bachelor’s in Computer Science, Business Administration, or related field

Herramientas

ServiceNow

Jira Service Management

Descripción del empleo

Zoetis is seeking an experienced ITSM Process Owner to establish and govern a unified ITSM practice across the ZTD organization. This hands-on role designs, implements, and optimizes incident, problem, change, release, and configuration management with an initial focus on major incident management.

The ideal candidate has 5+ years in ITSM/ITIL, a bachelor’s in a related field, and proven ability to drive process adoption, measure KPIs, and lead cross-functional stakeholder engagement. Base U.S.