Manager, Request Operations Business Analyst

Bristol Myers Squibb EU Policy; Princeton (NJ); On-site; USD 94,000 - 114,000; Full time

Benefits offered by this job

Health Coverage

401(k) plan

Paid time off

Job summary

Bristol Myers Squibb in Princeton, NJ seeks a Manager, Request Operations Business Analyst to lead the end-to-end lifecycle of ServiceNow-based Request Catalog initiatives, coordinating across Product, Platform, Risk, Learning and tech teams.

This role emphasizes strong analytical skills, customer focus, and the ability to drive process improvements in a matrix organization, with opportunities for impact in IT service management and global programs.

Qualifications

• 5-6 years work experience in IT Operations. BA/BS degree in Computer Science preferred.
• ServiceNow certifications are a plus
• ITIL v3/v4 Foundation certification required; Project management and process improvement skills a plus.
• Good understanding of service management principles including management of online Request Catalog and defining effective processes and user experience.
• Excellent interpersonal and communication skills; ability to form strong relationships within a matrix organization.
• Must be detail oriented, analytical, and demonstrate ability to work in ambiguous environment. Must be self-directed with proven ability to make mature decisions supported by thorough data and process analysis.
• Evaluates complex issues through analytical thinking and previous experience to consider short and long-term implications and interdependencies and guides others when enough analysis has been completed in giving recommendations/solutions. Uses calculated risks to evaluate innovative solutions.

Responsibilities

• Manage day-to-day Request Catalog Operations, including client consultations, changes, incidents, and lifecycle of catalog content.
• Lead and Manage end to end lifecycle of Request Integration related Initiatives.
• Manage intake for new catalog items and changes to catalog. Categorize & Prioritize new items and changes.
• Coordinate the definition and documentation of business requirements for new catalog items and processes.
• Conduct consultations with current and potential catalog owners.
• Apply and enforce BMS best practices for configuration of request processes and catalog forms.
• Responsible for assuring content of request catalog is current, sufficient quality and aligned with Request management Strategy and BMS business needs.
• Offer technical design and solution to stakeholders.
• Configure catalog items using item builder on ServiceNow platform.
• Perform or Coordinate User Acceptance Testing for new catalog items and changes.
• Coordinate UAT and resolution of defects or incidents related to Request Management
• Perform User acceptance testing for annual ServiceNow upgrades, monthly minor releases and enhancements
• Monitor process performance and identify issues or opportunities for process improvement.

Skills

Excellent communication

Analytical thinking

Ability to work in matrix organization

Detail oriented

Self-directed

Ambiguity tolerance

Leadership

Education

BA/BS in Computer Science or related

Tools

ServiceNow

Job description

Working with Us

Challenging. Meaningful. Life-changing. Those aren’t words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You’ll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams. Take your career farther than you thought possible.

Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. Read more: careers.bms.com/working-with-us.

Position Summary

The primary focus of this role is the management & delivery of Request Management Operations. This position is responsible Leading and coordinating complex initiatives spanning Request Management, reporting to the Director, ITSM. Serve as the integration point across Product, Platform, Risk, Learning, and technical teams—driving alignment, clarifying scope, and unblocking delivery without reliance on constant escalation. This job will require orchestrating initiatives across a broad set of stakeholders and sponsors ensuring commitments are met with the right sense of urgency.

Desired Candidate Characteristics

• Have a strong commitment to a career in technology with a passion for healthcare
• Ability to understand the needs of the business and commitment to deliver the best user experience and adoption
• Able to collaborate across multiple teams
• Demonstrated leadership experience
• Excellent communication skills
• Innovative and inquisitive nature to ask questions, offer bold ideas and challenge the status quo
• Agility to learn new tools and processes

Key Responsibilities

• Manage day-to-day Request Catalog Operations, including client consultations, changes, incidents, and lifecycle of catalog content.
• Lead and Manage end to end lifecycle of Request Integration related Initiatives.
• Manage intake for new catalog items and changes to catalog. Categorize & Prioritize new items and changes.
• Coordinate the definition and documentation of business requirements for new catalog items and processes.
• Conduct consultations with current and potential catalog owners.
• Apply and enforce BMS best practices for configuration of request processes and catalog forms.
• Responsible for assuring content of request catalog is current, sufficient quality and aligned with Request management Strategy and BMS business needs.
• Offer technical design and solution to stakeholders.
• Configure catalog items using item builder on ServiceNow platform.
• Perform or Coordinate User Acceptance Testing for new catalog items and changes.
• Coordinate UAT and resolution of defects or incidents related to Request Management
• Perform User acceptance testing for annual ServiceNow upgrades, monthly minor releases and enhancements
• Monitor process performance and identify issues or opportunities for process improvement.

Qualifications & Experience

• 5-6 years work experience in IT Operations. BA/BS degree in Computer Science preferred.
• ServiceNow certifications are a plus
• ITIL v3/v4 Foundation certification required; Project management and process improvement skills a plus.
• Good understanding of service management principles including management of online Request Catalog and defining effective processes and user experience.
• Excellent interpersonal and communication skills; ability to form strong relationships within a matrix organization.
• Must be detail oriented, analytical, and demonstrate ability to work in ambiguous environment. Must be self-directed with proven ability to make mature decisions supported by thorough data and process analysis.
• Evaluates complex issues through analytical thinking and previous experience to consider short and long-term implications and interdependencies and guides others when enough analysis has been completed in giving recommendations/solutions. Uses calculated risks to evaluate innovative solutions.

Ideal Candidates Would Also Have

• Demonstrated experience defining and measuring business outcomes.
• Ability to effectively elicit complex business requirements in both small and large settings across audiences including business and IT professionals.
• Ability to conduct end to end analysis to deployment and support of new catalog items
• Delivery responsibilities for identified improvement opportunities in ServiceNow Request Catalog

Compensation Overview

Princeton - NJ - US: $94,180 - $114,124

The starting compensation range(s) for this role are listed above for a full-time employee (FTE) basis. Additional incentive cash and stock opportunities (based on eligibility) may be available. The starting pay rate takes into account characteristics of the job, such as required skills, where the job is performed, the employee’s work schedule, job-related knowledge, and experience. Final, individual compensation will be decided based on demonstrated experience.

Eligibility for specific benefits listed on our careers site may vary based on the job and location. For more on benefits, please visit https://careers.bms.com/life-at-bms/.

Benefit Offerings Are Subject To The Terms And Conditions Of The Applicable Plans In Effect At The Time And May Require Enrollment. Our Benefits Include:

• Health Coverage: Medical, pharmacy, dental, and vision care.
• Wellbeing Support: Programs such as BMS Well-Being Account, BMS Living Life Better, and Employee Assistance Programs (EAP).
• Financial Well-being and Protection: 401(k) plan, short- and long-term disability, life insurance, accident insurance, supplemental health insurance, business travel protection, personal liability protection, identity theft benefit, legal support, and survivor support.

Work-life Benefits Include

Paid Time Off

• US Exempt Employees: flexible time off (unlimited, with manager approval, 11 paid national holidays (not applicable to employees in Phoenix, AZ, Puerto Rico or Rayzebio employees)
• Phoenix, AZ, Puerto Rico and Rayzebio Exempt, Non-Exempt, Hourly Employees: 160 hours annual paid vacation for new hires with manager approval, 11 national holidays, and 3 optional holidays

Based on eligibility*, additional time off for employees may include unlimited paid sick time, up to 2 paid volunteer days per year, summer hours flexibility, leaves of absence for medical, personal, parental, caregiver, bereavement, and military needs and an annual Global Shutdown between Christmas and New Years Day.

All global employees full and part-time who are actively employed at and paid directly by BMS at the end of the calendar year are eligible to take advantage of the Global Shutdown.

• Eligibility Disclosure: The summer hours program is for United States (U.S.) office-based employees due to the unique nature of their work. Summer hours are generally not available for field sales and manufacturing operations and may also be limited for the capability centers. Employees in remote-by-design or lab-based roles may be eligible for summer hours, depending on the nature of their work, and should discuss eligibility with their manager. Employees covered under a collective bargaining agreement should consult that document to determine if they are eligible. Contractors, leased workers and other service providers are not eligible to participate in the program.

Uniquely Interesting Work, Life-changing Careers

With a single vision as inspiring as “Transforming patients’ lives through science™ ”, every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in a supportive culture, promoting global participation in clinical trials, while our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

On-site Protocol

BMS Has An Occupancy Structure That Determines Where An Employee Is Required To Conduct Their Work. This Structure Includes Site-essential, Site-by-design, Field-based And Remote-by-design Jobs. The Occupancy Type That You Are Assigned Is Determined By The Nature And Responsibilities Of Your Role: Site-essential roles require 100% of shifts onsite at your assigned facility. Site-by-design roles may be eligible for a hybrid work model with at least 50% onsite at your assigned facility. For these roles, onsite presence is considered an essential job function and is critical to collaboration, innovation, productivity, and a positive Company culture. For field-based and remote-by-design roles the ability to physically travel to visit customers, patients or business partners and to attend meetings on behalf of BMS as directed is an essential job function.

Supporting People With Disabilities

BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace accommodations/adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation/adjustment prior to accepting a job offer. If you require reasonable accommodations/adjustments in completing this application, or in any part of the recruitment process, direct your inquiries to [e-mail]. Visit careers.bms.com/eeo-accessibility to access our complete Equal Employment Opportunity statement.

Candidate Rights

BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.

If you live in or expect to work from Los Angeles County if hired for this position, please visit this page for important additional information: https://careers.bms.com/california-residents/

Data Protection

We will never request payments, financial information, or social security numbers during our application or recruitment process. Learn more about protecting yourself at https://careers.bms.com/fraud-protection.

Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations.

If you believe that the job posting is missing information required by local law or incorrect in any way, please contact BMS at [e-mail]. Please provide the Job Title and Requisition number so we can review. Communications related to your application should not be sent to this email and you will not receive a response. Inquiries related to the status of your application should be directed to Chat with Ripley.

R1604511 : Manager, Request Operations Business Analyst