Unified ITSM Process Architect

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

Benefits offered by this job

Healthcare benefits

Insurance benefits

401K with match

Profit sharing

4 weeks vacation

Job summary

Zoetis, Inc. seeks an experienced ITSM Process Owner to establish and govern a unified ITSM practice across the ZTD organization. You will design, implement, and optimize incident, problem, change, release, and configuration management with a focus on major incident handling.

The role involves governance, reporting, stakeholder engagement, and driving continuous improvement to enable service excellence across technology functions.

Qualifications

• Bachelor's degree or equivalent work experience.
• 5+ years of ITSM/ITIL experience in a multi-functional tech environment.
• Proven ability to design and govern standardized ITSM processes.

Responsibilities

• ITSM Process Ownership & Design.
• Develop and improve a unified ITSM framework for incident, problem, change, release, and configuration management.
• Lead the major incident management process rollout across tech functions.
• Ensure processes are documented, scalable and ITIL-aligned.
• Establish governance structures and monitor adherence.
• Define and monitor KPIs and process maturity improvements.
• Collaborate with leaders to drive adoption and training.

Skills

ITSM leadership

ITIL knowledge

Process design

Stakeholder influence

ITSM tools (ServiceNow/Jira)

Communication

KPIs & metrics

Education

Bachelor's degree in CS/Business or related

5+ years ITSM/ITIL experience

Tools

ServiceNow

Jira Service Management

Job description

Zoetis, Inc. seeks an experienced ITSM Process Owner to establish and govern a unified ITSM practice across the ZTD organization. You will design, implement, and optimize incident, problem, change, release, and configuration management with a focus on major incident handling.

The role involves governance, reporting, stakeholder engagement, and driving continuous improvement to enable service excellence across technology functions.