ServiceNow Process Owner

EXOS

Job Description

Position Overview:

The ServiceNow Process Owner will serve as the dedicated owner for ServiceNow platform design, configuration, governance, and continuous improvement in support of a regulated pharmaceutical manufacturing environment. This role partners closely with Automation, IT, CSV, and site leadership to ensure ServiceNow supports compliant, reliable, and scalable operations at a large-scale manufacturing facility.

This is an on-site role supporting the Automation Department within a GMP-regulated environment.

Responsibilities:

Serve as the dedicated owner for ServiceNow module design, configuration, and governance across the Automation Department.
Architect the CMDB structure for automation systems, define configuration item relationship models, and establish data quality standards.
Design and configure Incident, Problem, Knowledge, and Change Management workflows aligned with ITIL best practices.
Establish integration architecture between ServiceNow and automation and enterprise platforms including DeltaV, PI Historian, Rockwell systems, CyberArk, Active Directory, and reporting tools.
Deploy automated access request forms and role-based permission workflows.
Build analytics dashboards, key performance indicator tracking, and service level agreement 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 materials and change management communications.
Support CMDB Data Steward activities, including configuration item accuracy management, discovery reconciliation, and data quality scoring as needed.
Provide support in defining CSV and validation scope for the ServiceNow platform.
Advise on advanced analytics, AI-assisted operations, and Phase 4 planning initiatives as requested.

Job Requirements

Qualifications:

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

Preferred:

Experience with automation or control systems such as DeltaV, PI Historian, Rockwell FactoryTalk, or similar platforms.
Experience integrating ServiceNow with CyberArk, Active Directory, or Power BI.
Pharmaceutical or life sciences manufacturing experience.
ServiceNow certifications, such as Certified System Administrator or Certified Implementation Specialist ITSM.

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Vacancy posted 5 days ago

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