Unified ITSM Lead: Major Incident & Process Governance

Zoetis Inc; Parsippany-Troy Hills (NJ); On-site; USD 105,000 - 151,000; Full time

Benefits offered by this job

Healthcare and insurance benefits from

401K with match and profit-sharing

4 weeks of vacation

Job summary

Zoetis Inc is seeking an experienced ITSM Process Owner to establish and govern a unified ITSM practice across the organization. The role focuses on incident, problem, change, release, and configuration management with emphasis on major incident management.

You will design, implement, and optimize processes while driving measurable adherence and continuous improvement. You will engage stakeholders, lead trainings, and report on KPIs to senior leadership.

Qualifications

• Bachelor's degree in Computer Science, Business Administration, or related field or equivalent work experience.
• 5+ years experience in ITSM and ITIL frameworks.
• Experience leading ITSM initiatives in a complex environment.

Responsibilities

• Develop, implement, and improve a unified ITSM process framework (incidents, problems, changes, releases, configurations).
• Lead the design and rollout of a major incident management process across technology functions.
• Establish governance structures, measure KPIs, and drive continuous improvement.
• Collaborate with technology leaders to promote process adoption with training and communications.
• Provide regular reporting on process adherence and incident trends to senior leadership.

Skills

ITSM initiatives

ITIL frameworks

Process design

Governance

Change management

Process adherence

Stakeholder engagement

Communication

ServiceNow

Jira Service Management

KPIs

Education

Bachelor's degree in CS/BA

Tools

ServiceNow

Jira Service Management

Job description

Zoetis Inc is seeking an experienced ITSM Process Owner to establish and govern a unified ITSM practice across the organization. The role focuses on incident, problem, change, release, and configuration management with emphasis on major incident management.

You will design, implement, and optimize processes while driving measurable adherence and continuous improvement. You will engage stakeholders, lead trainings, and report on KPIs to senior leadership.