ServiceNow Request Operations Lead

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

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.