ServiceNow Manager at Abbott Laboratories Limited

Taguig, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

20 Jul, 26

Salary

0.0

Posted On

22 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

ServiceNow, ITSM, Business Analysis, ITIL, Process Improvement, Stakeholder Management, Requirements Gathering, CSM, GRC, HAM, ITOM, SPM, Automation, Data Modeling, Project Management, Vendor Management

Industry

Hospitals and Health Care

Description

JOB DESCRIPTION: MAIN PURPOSE OF THE ROLE The ServiceNow Manager role serves as a strategic liaison between the IT ServiceNow platform and multiple business units. This role is accountable for evaluating, influencing, and governing IT processes and ServiceNow platform capabilities to enable consistent, predictable, and high‑quality service delivery. This individual leads the definition, design, and continuous improvement of IT service management processes, ensuring that ServiceNow configurations, foundational data, integrations, and performance metrics align with organizational strategy, service maturity roadmaps, and global information management objectives. A strong focus on End User Experience is essential, driving IT interactions toward a customer‑centric, next‑generation digital experience through optimized workflows, automation, self‑service, and analytics. MAIN RESPONSIBILITIES ServiceNow & Process Leadership Act as the senior business analyst for ServiceNow‑enabled capabilities across multiple modules including IT Service Management (ITSM), Customer Service Management (CSM), Governance, Risk, & Compliance (GRC), Hardware Asset Management (HAM), IT Operations management (ITOM), and Strategic Portfolio Management (SPM). Ensure process, tool configuration, data model, and KPIs work together to drive service maturity, stability, and user satisfaction. Mentor, coach, and develop junior Business Analyst resources, providing guidance on analysis techniques, documentation standards, stakeholder engagement, and professional growth. Business Partnership & Strategy Alignment Partner closely with business unit leaders, service owners, and IT leadership to understand business objectives, regulatory requirements, and operational challenges. Work with business contacts to define and prioritize demand, initiatives, and enhancement backlogs. Proactively identify strategic opportunities to apply new or existing ServiceNow capabilities to improve service quality, automation, cost efficiency, and user experience. Ensure cohesiveness between business strategies and ServiceNow platform direction, roadmaps, and investment priorities. Requirements & Solution Design Lead requirements workshops, translating business needs into clear, concise functional and technical requirements suitable for ServiceNow configuration and development. Perform business process analysis, mapping current state to future state, identifying gaps, risks, data dependencies, controls, and integration needs. Produce high‑quality artifacts including: Business requirements documents Functional specifications Process flows and service blueprints User stories and acceptance criteria ServiceNow Configuration & Delivery Support Collaborate with ServiceNow developers, architects, and delivery teams to ensure solutions meet requirements and follow platform best practices. Support or perform configuration, testing (UAT), validation, and implementation activities for ServiceNow solutions. Ensure delivery teams fully understand customer needs, business drivers, and desired outcomes. Operations, Optimization & Continuous Improvement Provide ongoing support for production ServiceNow applications, resolving business and technical issues in collaboration with support teams. Analyze trends, metrics, and user feedback to identify continuous improvement opportunities. Maintain awareness of ServiceNow releases, industry trends, and emerging technologies to advise leadership on innovation opportunities. QUALIFICATIONS Education Bachelor’s Degree in Computer Science, Information Systems, Business Administration, or a related field or equivalent combination of education and experience Experience / Background Minimum 7+ years of IT Business Analysis experience in a large or mid‑sized enterprise environment 3+ years of hands‑on ServiceNow experience, preferably across multiple modules Strong knowledge of ITIL practices and IT service management processes Proven experience with: Business process modeling and optimization ServiceNow requirements, configuration, and testing Global or multi‑regional service organizations Experience in regulated environments (e.g., healthcare, GxP) preferred Strong project, stakeholder, and vendor management skills Technical & Professional Skills Deep understanding of ServiceNow platform architecture, data model, and configuration best practices Ability to translate complex business needs into practical, scalable ServiceNow solutions Strong analytical, documentation, and facilitation skills Excellent communication and influence skills across technical and non‑technical audiences Customer‑centric mindset with strong focus on End User Experience Certifications (Preferred) ServiceNow Certified System Administrator (CSA) ServiceNow Certified Implementation Specialist (ITSM or related) ITIL Foundation or higher The base pay for this position is N/A In specific locations, the pay range may vary from the range posted. JOB FAMILY: IT Services & Solutions Delivery DIVISION: BTS Business Technology Services LOCATION: Philippines > Taguig City : Five/Neo Building ADDITIONAL LOCATIONS: WORK SHIFT: Standard TRAVEL: Not specified MEDICAL SURVEILLANCE: Not Applicable SIGNIFICANT WORK ACTIVITIES: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day) Abbott is about the power of health. For more than 135 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 160 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life. Whether it’s next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health. The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people. They push the boundaries to help manage and treat some of life’s greatest health challenges. We invite you to explore opportunities at Abbott, to see if your talents and career aspirations may fit with our openings. An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce. Follow Us: Facebook LinkedIn YouTube Twitter

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Responsibilities

The ServiceNow Manager acts as a strategic liaison to govern IT processes and platform capabilities while driving service maturity and end-user experience. This role leads the definition, design, and continuous improvement of IT service management processes across multiple ServiceNow modules.