Senior ServiceNow Architect: ITSM, ITOM & GRC Lead

TalentAlly; Cambridge (MA); On-site; USD 140,000 - 187,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Fitness Reimbursement

Disability Insurance

Paid Vacation + Shutdown

Job summary

Biogen seeks a Senior Manager, Service Management to lead the design, architecture, and delivery of ServiceNow-based solutions across IT services. The role partners with IT, HR, risk, cybersecurity, and business units to translate requirements into roadmaps, integrations, and processes that strengthen global service management capabilities.

The role requires 10+ years IT experience, 8+ years in ServiceNow, and deep knowledge of ITSM/ITOM/HRSD/IRM‑GRC/CSM, plus certification in ITIL and advanced

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Master's degree preferred in Computer Engineering or Business Management.
• 10+ years of overall IT experience.
• 8+ years' experience with ServiceNow implementations, including deep technical command of the ServiceNow architecture, CMDB, and multi-workflow integrations.
• Hands-on experience with ITSM, ITOM, HRSD, IRM/GRC, and CSM.
• Familiarity with AI features such as Virtual Agent, AI Search, Now Assist, AI Control Tower, Predictive Intelligence & AIOps, and AI Agents.
• GxP compliance experience in Biopharmaceuticals preferred.
• ITIL v3/v4 Foundation Certification or Higher.

Responsibilities

• Lead the design, architecture, and delivery of ServiceNow platform solutions.
• Translate IT, business, security and compliance requirements into technical roadmaps, integrations, and processes.
• Partner with Enterprise IT Services, HR, Risk, Cybersecurity, and business teams to meet service management needs.
• Elicit requirements, review designs, propose implementations, and guide operational support teams.

Skills

ServiceNow architecture

Requirements gathering

Cross-functional collaboration

ITIL knowledge

Security/compliance awareness

AI features familiarity

Vendor management

Project management

Communication skills

IT governance

Education

Bachelor's degree in CS/IT

Master's degree preferred

Tools

JIRA

ServiceNow

JavaScript

Job description

Biogen seeks a Senior Manager, Service Management to lead the design, architecture, and delivery of ServiceNow-based solutions across IT services. The role partners with IT, HR, risk, cybersecurity, and business units to translate requirements into roadmaps, integrations, and processes that strengthen global service management capabilities.

The role requires 10+ years IT experience, 8+ years in ServiceNow, and deep knowledge of ITSM/ITOM/HRSD/IRM‑GRC/CSM, plus certification in ITIL and advanced