ZTD Global ITSM Process Owner

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

Benefits offered by this job

Short-term incentive

Healthcare benefits

401K with match

Vacation 4 weeks

Job summary

Zoetis seeks an experienced ITSM Process Owner to establish and govern a consistent ITSM practice across the organization, starting with major incident management. You will design, implement, and optimize incident, problem, change, release, and configuration management processes, ensuring adherence and measurable improvements.

You will collaborate with technology leaders to drive adoption, deliver training, and provide regular leadership reporting on process performance and incident trends.

Qualifications

• Bachelor's in Computer Science, Business Administration, or related field, or equivalent work experience.
• 5+ years ITSM/ITIL experience.
• Experience leading ITSM initiatives in a multi-functional technology environment.

Responsibilities

• Develop and implement a unified ITSM process framework.
• Lead the major incident management process rollout across all technology functions.
• Establish governance structures and KPIs to measure process effectiveness, compliance, and improvement.
• Provide regular reporting on incidents and improvement initiatives to senior leadership.

Skills

ITSM leadership

Process design

Stakeholder engagement

KPI tracking

ITIL familiarity

Education

Bachelor's in Computer Science or related field

Tools

ServiceNow

Jira Service Management

ITSM tools

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 time

Regular

Colleague