Associate Director, Engineering Lead - Service and Intake Platforms


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Cambridge, MA

Job Description

As posted by the hiring company

Job Overview:

The Role:

Reporting into the Sr. Director, Digital End-User Satisfaction, Moderna is seeking an Associate Director, Engineering Lead - Service and Intake Platforms, to inspire and accelerate new ways of working at Moderna by enabling and supporting our users in their experience requesting support, leveraging our services (HR, IT, Logistics, etc.), suggesting improvements and sharing ideas.

In this role, you will partner with the other components of the Digital Empowerment organization, including Digital Transformation, Learning & Enablement, End-User Satisfaction, Industrial Systems, Technology & Collaboration. Together, you will support our Digital Business Partners’ organizations and ensure that your contribution results in adoption, satisfaction and measurable business impact at Moderna.

Lastly, you will act as a steward for our Assets Management, Process Ownership, Knowledge Base and the overall stability of the information flow, both within Moderna and across the global ecosystem of tech companies and partner organizations that support us.

Here’s What You’ll Do

  • Lead Moderna’s Intake and Services strategy, while overseeing the implementation and lifecycle management of associated solutions.

  • Enable and own analytics to inform and drive technology decisions, and lead strategic relationships with technology partners, business partners and influence roadmap agendas.

  • Drive discovery and alignment initiatives with your customers to understand the underlying business requirements and rationale behind changes to existing functionality, as well as new functionality to be deployed

  • Translate business needs into technical requirements, answer technical and application configuration questions and facilitate the implementation of new applications and modules with a constant drive to be an ambassador between the business environment and the technology ecosystem that you represent and champion

  • Lead team members, both internal and external partners, during upgrades, patching, and release management. Ensure all implementations are documented and handover to production includes knowledge transfer and applicable training

  • Lead technical implementation teams including code review for less experienced consultants

Here’s How You Will Do It (Behavioral Expectations)

  • Build strong relationships with your peers in the Digital Organization, as well as business stakeholders and technology / service partners

  • Learn fast, grasp the “essence” of any situation and quickly change course, leveraging potential failures to iterate, apply lessons learned and deliver a world class solution

  • Focus on the user, and demonstrate both a strong personal commitment to quality service as well as the ability to understand and implement complex end-user requirements

  • Raise the bar for 10X technology adoption and never be satisfied with the status quo, while preserving alignment and togetherness throughout the organization

  • Create and maintain an open, curious and experimental environment to continuously drive improvement, introduce change and reinforce the growth mindset for yourself and others

  • Embrace the ideas of others, build champion communities and actively contribute to global thought leadership in a customer and service-oriented approach to intake & service

Here’s What You’ll Bring to the Table (Minimum Qualifications)

  • Minimum 8 years of experience implementing, configuring, and customizing ServiceNow and/or similar intake and service platform technology

  • Strong understanding of ITIL methodologies - ITIL Foundations Certificate preferred

  • Working experience with ITSM processes and tools, as well as AI Technologies for conversational agents, chat bots and natural language processing

  • A demonstrated ability to deliver business value, and translate potential technical solutions into realistic business cases and successful projects for your business stakeholders

  • Project management skills with the ability to prioritize and multi-task activities within a dynamic fast-paced environment, and organize work across multiple projects simultaneously

  • Experience of working in a global organization and coordinating with remote resources

  • Bachelor's Degree or the equivalent combination of education and work experience

Moderna is pleased to provide you and your family with a comprehensive and innovative suite of benefits, including:

  • Highly competitive and inclusive medical, dental and vision coverage options
  • Flexible Spending Accounts for medical expenses and dependent care expenses
  • Lifestyle Spending Account funds to help you engage in personal enrichment and self-care activities
  • Family care benefits, including subsidized back-up care options and on-demand tutoring
  • Free premium access to fitness, nutrition, and mindfulness classes
  • Exclusive preferred pricing on Peloton fitness equipment
  • Adoption and family-planning benefits
  • Dedicated care coordination support for our LGBTQ+ community
  • Generous paid time off, including:
    • Vacation, sick time and holidays
    • Volunteer time to participate within your community
    • Discretionary winter shut down
    • Paid sabbatical after 5 years; every 3 years thereafter
  • Generous Paid Leave offerings, including 18 weeks of 100% paid parental leave for all new parents
  • 401k match and Financial Planning tools
  • Moderna-paid Life, LTD and STD insurance coverages, as well as voluntary benefit options
  • Complimentary concierge service including home services research, travel booking, and entertainment requests
  • Free parking or subsidized commuter passes
  • Location-specific perks and extras!

Candidates should be aware that Moderna currently maintains a policy requiring all US-based employees to be fully vaccinated against COVID-19 and receive a booster shot once eligible. Newly hired employees must be vaccinated and boosted prior to their employment start date. Moderna is an equal opportunity employer and will provide a reasonable accommodation to those unable to be vaccinated or receive a booster where it is not an undue hardship to the company to do so as provided under federal, state, and local law.

About Moderna

In over 10 years since its inception, Moderna has transformed from a research-stage company advancing programs in the field of messenger RNA (mRNA), to an enterprise with a diverse clinical portfolio of vaccines and therapeutics across seven modalities, a broad intellectual property portfolio in areas including mRNA and lipid nanoparticle formulation, and an integrated manufacturing plant that allows for rapid clinical and commercial production at scale. Moderna maintains alliances with a broad range of domestic and overseas government and commercial collaborators, which has allowed for the pursuit of both groundbreaking science and rapid scaling of manufacturing. Most recently, Moderna's capabilities have come together to allow the authorized use and approval of one of the earliest and most effective vaccines against the COVID-19 pandemic.

Moderna's mRNA platform builds on continuous advances in basic and applied mRNA science, delivery technology and manufacturing, and has allowed the development of therapeutics and vaccines for infectious diseases, immuno-oncology, rare diseases, cardiovascular diseases and autoimmune diseases. Moderna has been named a top biopharmaceutical employer by Science for the past seven years. To learn more, visit

Moderna is a smoke-free, alcohol-free and drug-free work environment.

Moderna is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person’s race, color, gender, age, religion, national origin, ancestry, disability, veteran status, genetic information, sexual orientation or any characteristic protected under applicable law. Moderna will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.