Senior Manager, Service Management – ServiceNow Platform

Biogen, Inc.; Cambridge (MA); On-site; USD 140,000 - 187,000; Full time

Benefits offered by this job

Medical, Dental, Vision, & Life ins.

Fitness & Wellness programs

Paid vacation and year-end shutdown

Up to 12 holidays + 3 personal days

401(k) with company match

Employee stock purchase plan

Tuition reimbursement

Job summary

Biogen, Inc. in Cambridge, MA is seeking a Senior Manager, Service Management to lead design, architecture, and delivery of ServiceNow solutions across the enterprise.

You will translate IT, business, security, and compliance requirements into technical roadmaps, integrations, and operations processes. The role partners with IT and business teams to drive global service management capabilities, guide implementation plans, and mentor operations staff while ensuring regulatory and quality

Qualifications

• 10+ years of IT experience with 8+ years in ServiceNow implementations
• Deep knowledge of ServiceNow architecture, CMDB, and multi-workflow integrations
• Experience with ITSM, ITOM, HRSD, IRM/GRC, and CSM modules
• Familiarity with AI features such as Virtual Agent, AI Search, and Predictive Intelligence
• GxP compliance experience in Biopharmaceuticals preferred
• ITIL v3/v4 Foundation or higher (Intermediate/Expert/Master)

Responsibilities

• Lead design, architecture, and delivery of ServiceNow solutions globally
• Translate IT, business, security, and compliance requirements into technical roadmaps, integrations, and operations processes
• Collaborate with cross-functional teams and vendors to elicit requirements and implement plans
• Provide guidance to operational support teams

Skills

ServiceNow

JIRA

JavaScript

Education

Bachelor's degree in Computer Science or IT

Master's degree preferred

Tools

MS Access

MS Word

MS Excel

MS Project

Visio

Job description

About This Role

Senior Manager, Service Management role leads the design, architecture, and delivery of solutions associated with the ServiceNow Platform and various modules hosted on the ServiceNow Platform. The role sits within Enterprise IT Services under the Enterprise Application Services organization and exists to strengthen Biogen's service management capabilities globally across the organization. This role translates IT, business, security, and compliance requirements into technical architecture, implementation roadmaps, integrations, and operational processes. It partners closely with other areas within Enterprise IT Services, EAS, HR, GBS, Learning Services, Risk Management, Privacy, Cybersecurity, AMS, Infrastructure, application areas in other functions, IT Quality, and business teams to ensure IT and Business Process related service management capability needs are met effectively. This role collaborates with the various business owners, management, vendor managers, ServiceNow engineers, product owners, program and project managers to schedule and conduct requirements elicitations, requirements review, design proposals, implementation plans, and provide guidance to operational support teams.

Education Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field. Master's in Computer Engineering, or Business Management preferred.

Required Experience

10+ years of overall IT experience. 8 years' experience with ServiceNow implementations, including deep technical command of the ServiceNow architecture, common data models (CMDB), and multi-workflow integrations. Hands-on experience with ServiceNow modules like ITSM, ITOM, HRSD, IRM/GRC, and CSM. Familiarity or experiencing implementing AI functionality such as, Virtual Agent, AI Search, Otto/Now Assist, AI Control Tower, Predictive Intelligence & AIOps, and AI Agents/Autonomous Workforce. Functional and User requirements gathering, and documentation experience. GxP compliance experience in Biopharmaceuticals Industry is preferred. ITIL v3/v4 Foundation Certification or Higher (Intermediate, Expert, Master).

Technical and Software Skills

JIRA, ServiceNow, JavaScript. General software skills: MS Access, MS Word, MS Excel, MS Project and Visio.

Certifications (Preferred/Required)

Advanced ServiceNow credentials such as Certified Implementation Specialist (CIS), Certified Application Developer (CAD), Certified Technical Architect (CTA), or Certified Master Architect (CMA).

Core Competencies

Exceptional communication, agile project management frameworks (Agile/Scrum/SAFe), risk mitigation, and cross-functional collaboration across distributed teams.

Job Level

Management

Additional Information

The base compensation range for this role is: $140,000.00-$187,250.00 Base salary offered is determined through an analytical approach utilizing a combination of factors including, but not limited to, relevant skills & experience, job location, and internal equity. Regular employees are eligible to receive both short term and long-term incentives, including cash bonus and equity incentive opportunities, designed to reward recent achievements and recognize your future potential based on individual, business unit and company performance. In addition to compensation, Biogen offers a full and highly competitive range of benefits designed to support our employees and their families physical, financial, emotional, and social well-being; including, but not limited to:

• Medical, Dental, Vision, & Life insurances
• Fitness & Wellness programs including a fitness reimbursement
• Short- and Long-Term Disability insurance
• A minimum of 15 days of paid vacation and an additional end-of-year shutdown time off (Dec 26-Dec 31)
• Up to 12 company paid holidays + 3 paid days off for Personal Significance
• 80 hours of sick time per calendar year
• Paid Maternity and Parental Leave benefit
• 401(k) program participation with company matched contributions
• Employee stock purchase plan
• Tuition reimbursement of up to $10,000 per calendar year
• Employee Resource Groups participation

Why Biogen?

We are a global team with a commitment to excellence, and a pioneering spirit. As a mid-sized biotechnology company, we provide the stability and resources of a well-established business while fostering an environment where individual contributions make a significant impact. Our team encompasses some of the most talented and passionate achievers who have unparalleled opportunities for learning, growth, and expanding their skills. Above all, we work together to deliver life-changing medicines, with every role playing a vital part in our mission. Caring Deeply. Achieving Excellence. Changing Lives. At Biogen, we are committed to building on our culture of inclusion and belonging that reflects the communities where we operate and the patients we serve. We know that diverse backgrounds, cultures, and perspectives make us a stronger and more innovative company, and we are focused on building teams where every employee feels empowered and inspired.

Read on to learn more about Biogen.

All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, marital status, race, color, national origin, ancestry, ethnicity, religion, age, veteran status, disability, genetic information or any other basis protected by federal, state or local law.

Biogen is an E-Verify Employer in the United States.

We are a global team with a commitment to excellence, and a pioneering spirit. As a mid-sized biotechnology company, we provide the stability and resources of a well-established business while fostering an environment where individual contributions make a significant impact. Our team encompasses some of the most talented and passionate achievers who have unparalleled opportunities for learning, growth, and expanding their skills. Above all, we work together to deliver life-changing medicines, with every role playing a vital part in our mission. Caring Deeply. Achieving Excellence. Changing Lives.