ZTD Global ITSM Process Owner

6J2 - Zoetis Services LLC; 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

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.

FULL TIME REGULAR COLLEAGUE

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
• 4 weeks of vacation

Visit zoetisbenefits.com to learn more.

Zoetis – Equal Opportunity Statement

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 will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.

Join Zoetis – Building a Career with a Global Animal Health Company

Join Zoetis – and build your career with a global animal health company dedicated to supporting its customers and their businesses.

Why Zoetis

Zoetis has more than 60 years of experience in delivering innovative, high‑quality products and services that benefit our customers.

Zoetis Work Environment

At Zoetis, we take pride in a collaborative spirit and high‑performing environment where every colleague is given room to learn and grow.

Your Opportunities at Zoetis

We invest in our people and offer diverse and exciting opportunities to make a difference in a growing global industry while shaping the future of animal health.

Results That Matter

Our colleagues make an impact by working hand‑in‑hand with those who raise and care for animals to better understand and address the unique real‑world challenges they face.