ITSM Platform/Product Owner

ITSM Tooling Leader

This position leads the global configuration, development, integration, and operational enablement of the ITSM tooling ecosystem—primarily ServiceNow—to support Zoetis Tech and Digital and strategic partners. The role focuses on platform governance configuration (e.g., standards, controls, data models, workflows), scalable solution design, and delivery of enhancements that improve service outcomes and user experience. This leader partners with ITIL/process owners, infrastructure, applications, risk/compliance, and vendors to translate process requirements into well-architected platform capabilities. The position also provides adjacent technology ownership for service management and delivery tooling (e.g., Jira) and ensures interoperability across the toolchain through reliable integrations and shared data governance.

Position Responsibilities:

• Own the ServiceNow platform roadmap from a tooling standpoint (configuration, development, integrations, upgrades, and platform health), aligning delivery to business and IT priorities.
• Partner with process owners (Incident/Change/Request/Problem/Knowledge/CMDB, etc.) to implement and continuously improve tooling capabilities that enable their operating models (without owning the processes themselves).
• Establish and maintain tooling governance: configuration standards, SDLC controls, release management, environment strategy, audit readiness, and platform KPI reporting.
• Lead configuration and development of ServiceNow modules and platform capabilities (e.g., workflows, catalog items, automation, notifications, roles, forms, UI policies, data policies, reporting/dashboards).
• Own integration architecture and delivery for ServiceNow and adjacent enterprise systems using supported patterns (APIs/web services, SSO, directory/LDAP, identity and governance platforms), including ongoing monitoring and operational support for integrations.
• Lead tooling enablement for the Service Catalog / Self-Service experience (structure, request models, fulfillment workflows, UX), in partnership with service owners and operational teams.
• Provide tooling ownership and governance configuration for adjacent service delivery technologies such as Jira (as applicable): configuration standards, project/service template governance, workflow schemes, integration patterns, and reporting alignment with ServiceNow.
• Define and maintain the toolchain interoperability strategy (ie, ServiceNow ↔ Jira ↔ identity ↔ monitoring ↔ asset/data sources), ensuring consistent data definitions, reliable integrations, and clear ownership for shared fields and master data.
• Lead the ITSM tooling support team responsible for planning, development, testing, releases, and platform support for the ServiceNow ecosystem.
• Manage vendor and partner delivery for platform development and integrations; ensure outcomes meet architecture standards, security/compliance needs, and operational expectations.
• Own the CMDB platform configuration and data governance enablement (data model, relationship model, integrations/data mapping, data quality controls, and reporting) in partnership with risk/compliance and technical domain owners.
• Implement and maintain platform controls that support auditability, resiliency, disaster readiness, and segregation of duties across environments and releases.

Education and Experience:

• Bachelor's degree in information technology, Computer Science, Engineering or related field;

• 10–12+ years overall IT experience with progressive responsibility across enterprise platforms and service delivery.

• 5+ years leading ServiceNow platform work in a product ownership / platform leadership capacity (roadmap, configuration, development, upgrades).;

• Demonstrated hands-on experience delivering configuration and custom development on ServiceNow (workflows, catalog, data model/CMDB, reporting/PA, access controls).;

• Experience establishing and enforcing platform governance: SDLC, release/change controls, environment strategy, code/config management, testing, and audit readiness.;

• Experience in regulated environments (pharma/animal health or similar) and working with compliance, risk, and audit teams (preferred)

Technical Skills Requirements:

• ServiceNow: CSA (preferred), plus one or more CIS credentials (e.g., ITSM, CSM, ITOM, Discovery/Service Mapping) desirable

• Agile delivery: Scrum and/or SAFe

• Experience integrating data from enterprise systems: ServiceNow, Workday, Active Directory, CMDB, Jira, Collaboration tools;

• ITIL Foundations;

• Jira administration and governance configuration (projects, workflows, schemes, fields, permissions, queues, SLAs); automation and cross-tool workflow design (e.g., Dev→Ops handoffs, change evidence, incident linkage)

• Strong skills in documentation, data storytelling, and cross‑functional communication