ZTD Global ITSM Process Owner

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

POSITION SUMMARY

We are seeking an experienced ITSM Process Owner to support the establishment and governance of a consistent IT Service Management (ITSM) practice across our ZTD organization. This hands-on role will contribute to the design, implementation, and optimization of organization-wide approaches to incident, problem, change, release, and configuration management, with an initial focus on major incident management. The specialist will help create and champion a single, consistent ITSM process, ensure process adherence is measurable, contribute to ongoing reporting and actionable insights, and foster continuous improvement and a culture of service excellence through stakeholder engagement

POSITION RESPONSIBILITIES

• ITSM Process Ownership & Design.




• Develop, implement, and continuously improve a unified ITSM process framework for incident, problem, change, release, and configuration management.




• Lead the design and rollout of a single, robust major incident management process across all technology functions.




• Ensure processes are documented, scalable, and aligned with industry best practices (e.g., ITIL).




• Governance & Compliance




• Establish and maintain governance structures to ensure process adherence and accountability.




• Define and monitor key performance indicators (KPIs) and metrics to measure process effectiveness, compliance, and improvement.




• Regularly assess process maturity, identify gaps, and drive initiatives for continuous improvement.




• Stakeholder Engagement & Change Management




• Collaborate with technology leaders and teams to ensure buy-in and adoption of standardized ITSM processes.




• Facilitate training, workshops, and communications to promote process understanding and engagement.




• Act as a change agent, championing a culture of process excellence and service management.




• Reporting & Communication: Provide regular reporting on process adherence, major incident trends, and improvement initiatives to senior leadership.




• Communicate process changes, updates, and best practices across the organization.

EDUCATION AND EXPERIENCE

• Bachelor's in Computer Science, Business Administration, or other related field or equivalent work experience.




• 5+ years experience in working with ITSM and ITIL frameworks.

TECHNICAL SKILLS REQUIREMENTS

• Proven experience leading ITSM initiatives in a complex, multi-functional technology environment.




• Understanding of ITSM frameworks (ITIL certification preferred).




• Strong process design, implementation, and governance skills.




• Demonstrated ability to drive change and influence stakeholders at all levels.




• Experience with ITSM tools/platforms (e.g., ServiceNow, Jira Service Management).




• Excellent communication, facilitation, and interpersonal skills.




• Analytical mindset with experience defining and tracking KPIs.

The U.S. base salary range for this full-time position is $105,000 to $151,000. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the base pay target range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

This position is also eligible for short-term incentive compensation.

In addition to compensation, Zoetis offers a comprehensive benefits package that supports the physical, emotional and financial wellbeing of our colleagues and their families including healthcare and insurance benefits beginning on day one, a 401K plan with a match and profit-sharing contribution from Zoetis, and 4 weeks of vacation.

Visit zoetisbenefits.com to learn more.

Full timeRegularColleague

Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for a placement resulting from the receipt of an unsolicited resume.

Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.

Notice: Zoetis Recruiters will contact candidates via email from an address ending in @zoetis.com and may also initially connect with candidates through LinkedIn, including LinkedIn InMail. Zoetis does not use Gmail, Outlook, Yahoo, or other web-based/generic email domains to communicate about job opportunities, interviews, or offers of employment. If you receive a recruitment-related email message claiming to be from Zoetis that does not come from @zoetis.com, please treat it as suspicious. For your security, do not reply, click links, open attachments, share personal or financial information, or send money in response to unexpected or questionable recruitment communications.

Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at [e-mail] to request an accommodation. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of "@zoetis.com". In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.