ServiceNow Process Owner

• Serve as the dedicated owner for ServiceNow module design, configuration, and governance across the Automation Department.
• Architect the CMDB structure for automation systems, define CI relationship models, and establish data quality standards.
• Design and configure Incident, Problem, Knowledge, and Change Management workflows.
• Establish integration architecture between ServiceNow and DeltaV, PI Historian, Rockwell, CyberArk/AD, and reporting platforms.
• Deploy automated access request forms and role-based permission workflows.
• Build analytics dashboards, KPI tracking, and SLA compliance reporting.
• Support GMP compliance, audit readiness, and 21 CFR Part 11 requirements within the ServiceNow platform.
• Collaborate with the CSV Engineer to ensure ServiceNow configurations are validated appropriately.
• Develop and deliver user training and change management communications.
• Support CMDB Data Steward activities including CI accuracy management, discovery reconciliation, and data quality scoring.
• Provide support defining the CSV/Validation scope for the ServiceNow platform.

Mandatory skills*
• Demonstrated experience as a ServiceNow Process Owner, Administrator, or Architect in a regulated (GxP/GMP) environment.
• Deep knowledge of ITIL best practices across Incident, Problem, Change, Knowledge, and CMDB modules.
• Experience designing CMDB architecture and CI relationship models for industrial/manufacturing automation systems.
• Proficiency in ServiceNow configuration, workflow design, and integration architecture.
• Experience with 21 CFR Part 11 compliance, electronic records, and audit trail requirements

Desired skills*
• Experience with automation/control systems such as DeltaV, PI Historian, Rockwell (FactoryTalk), or similar platforms.
• Experience integrating ServiceNow with CyberArk, Active Directory, or Power BI.