Associate Director, IT Operational Enablement, Cross Process Management

Bristol-Myers Squibb Company

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Princeton, NJ

Job Description

As posted by the hiring company

Job Overview:

At Bristol Myers Squibb, we are inspired by a single vision – transforming patients’ lives through science. In oncology, hematology, immunology and cardiovascular disease – and one of the most diverse and promising pipelines in the industry – each of our passionate colleagues contribute to innovations that drive meaningful change. We bring a human touch to every treatment we pioneer. Join us and make a difference.

IT Operational Enablement is accountable for defining, implementing, and governing IT’s foundational processes with a key focus on processes enabled by ServiceNow. ServiceNow is a validated platform running applications configured to enable IT delivery processes, many based on IT Service Management (ITSM) framework. This role is responsible for cross-process design and for ensuring that dependencies are understood, and an end-to-end delivery model is established for ITSM and for applications that do not fall under ITSM such as MyBMS portal, GRC, and PPM. This role is also accountable for Service Level Management process and for promoting transparency and reporting for in-scope processes in partnership with the stakeholders and Digital Capability Management team.

Detailed Position Requirements:

  • Demonstrates deep expertise in IT Service Management. Define the cross-process and data governance process framework and ensure common ITIL standards and methodology for the Service Management processes.
  • Ensure adherence to defined processes and standards across capability delivery teams including service providers. Establish processes as needed to ensure service quality and compliance
  • Focus on simplifying processes, enhancing efficiency and effectiveness, and embedding a culture of continuous improvement throughout the IT organization.
  • Gather and analyze internal requirements to orchestrate Process governance activities and processes for onboarding of service providers, acquisitions, and divestitures
  • Lead team and support IT organization by measuring and reporting SLAs, Operational Performance, and data governance activities like User Access Review for the ServiceNow platform
  • Perform ongoing monitoring of process adherence, operational effectiveness, and health of processes in IT@BMS.
  • Play the role of a data steward and ensure data integrity across the validated ServiceNow platform. Define & implement the data archiving strategy for legacy ITSM platforms and ServiceNow
  • Lead User acceptance testing for annual ServiceNow major upgrades, monthly minor releases, and enhancements to ensure cross-process integrity across the platform
  • Leverage insights to advise decision-making and identify improvement opportunities. Provide actionable insights to support data-driven decisions

Required skills, qualifications, and desired experience:

  • Education: Bachelor’s degree in Computer Science or Business Administration or a related disciple or equivalent experience.
  • Industry Experience: ~10 years’ experience in IT-based at a biopharma company.
  • Demonstrated strategic thinking, leadership, partnering, and energizing cross-functional teams.
  • Experience with the ServiceNow platform and ITSM processes in a regulated environment is required.
  • Experience with enterprise-level ITSM and reporting tools are significant assets
  • Detail-oriented with the ability to manage multiple, diverse priorities and exercise diplomacy
  • Define and execute business analysis for solving complex issues related to both business processes improvement and technology implementation
  • Manages multiple sometimes conflicting priorities, challenges the status quo, and exercises diplomacy all while maintaining a high comfort level for ambiguity.
  • Acts with integrity and develops credibility through an action-oriented approach that demonstrates accountability for results.
  • Advanced MS Excel skills should include pivot tables, data merging, charting, pivot charts, data models, etc.
  • Builds trusting relationships with key stakeholders and internal teams which enable seamless working relationships and drive effectiveness and high performance throughout the project lifecycle.
  • Excellent teamwork & interpersonal skills, with the ability to communicate and collaborate with employees & management at all levels. Strong facilitation & meeting management skills.

Around the world, we are passionate about making an impact on the lives of patients with serious diseases. Empowered to apply our individual talents and diverse perspectives in an inclusive culture, our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives.

Physical presence at the BMS worksite or physical presence in the field is an essential job function of this role which the Company deems critical to collaboration, innovation, productivity, employee well-being and engagement, and enhances the Company culture.

To protect the safety of our workforce, customers, patients and communities, the policy of the Company requires all employees and workers in the U.S. and Puerto Rico to be fully vaccinated against COVID-19, unless they have received an exception based on an approved request for a medical or religious reasonable accommodation. Therefore, all BMS applicants seeking a role located in the U.S. and Puerto Rico must confirm that they have already received or are willing to receive the full COVID-19 vaccination by their start date as a qualification of the role and condition of employment. This requirement is subject to state and local law restrictions and may not be applicable to employees working in certain jurisdictions such as Montana. This requirement is also subject to discussions with collective bargaining representatives in the U.S.

Our company is committed to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace adjustments and ongoing support in their roles. Applicants can request an approval of accommodation prior to accepting a job offer. If you require reasonable accommodation in completing this application or if you are applying to a role based in the U.S. or Puerto Rico and you believe that you are unable to receive a COVID-19 vaccine due to a medical condition or sincerely held religious belief, during or any part of the recruitment process, please direct your inquiries to Visit to access our complete Equal Employment Opportunity statement.

Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations.