ServiceNow Platform Operations Manager at Takeda Pharmaceuticals

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

05 Jul, 26

Salary

0.0

Posted On

06 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

ServiceNow, Platform Operations, Incident Management, Problem Management, Service Level Agreement, Configuration Management, Capacity Management, Vendor Management, Team Leadership, JavaScript, REST, SAML, SSO, SSL, Web Services, ITIL

Industry

Pharmaceutical Manufacturing

Description

By clicking the “Apply” button, I understand that my employment application process with Takeda will commence and that the information I provide in my application will be processed in line with Takeda’s Privacy Notice and Terms of Use. I further attest that all information I submit in my employment application is true to the best of my knowledge. Job Description ACCOUNTABILITIES Key Responsibilities Act as escalation point for incidents and problems, and represent the ServiceNow platform in the Major Incident Process Supports problem management and CAPA for complex scenarios. Provide transparency about operational performance (metrics, trends, findings) and drive service reviews with stakeholders Ensure the Platform Capacity is proactively managed and aligned with the Platform Roadmap Ensure transparency on license consumption and ensure only licenses products are deployed and used Overseeing instance landscape and ensure instance alignment and integrity across the stack Take responsibility for the technology life cycle activities within the ServiceNow platform, for example patching, and vulnerability response. Own the Operational Handbook for the ServiceNow platform and dependent products. Managing internal and external suppliers’ performance to ensure services are delivered to the agreed SLA. Take responsibility for the Continous Service Improvement within the ServiceNow platform Ensure that an up-to-date configuration is maintained, manage configuration changes and/or ensure that configuration items are identified, accounted, reported, verified and audited. Ensure proper user and access management, adherence to documented operational procedures and quality standards, and that appropriate operational service documentation is created and accepted by stakeholders. Ensure ongoing monitoring of the Platform Health Own and manage the platform foundation data, ensure it’s quality and integrity, prevent issues having foundation data as root cause Collaborate with ServiceNow vendor to manage instance changes, including patches, maintenance activities, case escalations, and security notifications. Own and oversee audit requirements, ensuring compliance with internal and external audit obligations. Act as a team leader for the ServiceNow technical support team taking over day-to-day managerial responsibilities including performance management DIMENSIONS AND ASPECTS Technical/Functional (Line) Expertise (Breadth and depth of knowledge, application and complexity of technical knowledge) ServiceNow Certified Administrator (Required) Experience with UI Actions, UI Policies, Glide records, Script Includes, Business Rules, & ACLs within the ServiceNow framework (preferred) Fundamental understanding of the key technologies relevant to the ServiceNow integration solutions including SSO, SAML, SSL, Web Services, REST, LDAP, JDBC, ODBC. (required) Hands-on administration and troubleshooting experience with the ServiceNow platform ServiceNow Developer Certification desired Leadership (Vision, strategy and business alignment, people management, communication, influencing others, managing change) Ability to priorize in a complex environment Direct strategic vendors and internal service providers ensuring the alignment of ServiceNow operational requirements Maintain relationships with the compliance, quality and information security teams ensuring beyond compliance quality and security of the platform Maintain relationships with the business and IT stakeholders to ensure ServiceNow platform operations support ongoing and future service needs Foster a diverse workplace that enables all participants to contribute to their full potential in pur-suit of organizational objectives. Ability to manage a small team of experts and analysts. Decision-making and Autonomy (The capacity and authority to make organizational decisions, autonomy in decision-making, complexity of decisions, impact of decisions, problem-soliving) Works independently with minimal direct supervision. Leverage independent Judgment to determine optimal methods of task completion and work prioritization. Adherence to Takeda Policies, Processes and Standards Authority to delegate Tasks and Responsibilities to other (external) team-members Interaction (The span and nature of one’s engagement with others when performing one’s job, internal and external relationships) External Partners providing Services to Takeda. BOTT team ServiceNow Platform Architect ServiceNow Product Teams including business analysts and architects Service Integration Team Service Governance Team Quality and Compliance Teams Information Security Teams Other teams and stakeholders using ServiceNow products at Takeda (HR, Takeda Business Solutions, Research and Development, etc) Innovation (The required level of scientific knowledge, knowledge sharing, innovation and risk taking) Willing to take risks while championing new ideas in the interest of improving the end user experience. Abilty to discover and drive industry best practices in the area of the ServiceNow Platform operations. EDUCATION, BEHAVIOURAL COMPETENCIES AND SKILLS: Bachelor's degree in Computer Science or related field or equivalent experience. 8+ years of relevant technical experience including 5+ years of the ServiceNow platform experience in a senior technical role Strong emphasis on Customer service and providing best-in-class end-user support. Sense of urgency and excellent prioritization skills and ability to work under time pressure Ability to solve complex technical and business problems. Ability to coordinate projects and interact management. Ability to work effectively in a team environment. Self-starter; ability to work independently with minimal supervision. Knowledge of ServiceNow platform. Excellent verbal and written communication skills. Excellent judgment and customer interaction skills. Technical certifications and experience in the healthcare field and qualified/validated systems are a plus. Preferred technologies: ServiceNow Platform, JavaScript, Angular, Seismic, MySQL/MariaDB, SAML, SSL, Web Services, REST, JDBC Locations IND - Bengaluru Worker Type Employee Worker Sub-Type Regular Time Type Full time Takeda is an industry-leading, global pharmaceutical company with an unwavering dedication to putting patients at the center of everything we do. We live our values of Takeda-ism – Integrity, Fairness, Honesty, and Perseverance – and are united by our mission to strive towards Better Health and a Brighter Future for people worldwide through leading innovation in medicine. Here, everyone matters and you will be a vital contributor to our inspiring, bold mission. At Takeda, you will make an impact on people’s lives – including your own. Takeda is an equal opportunity employer. For applicants of U.S and Puerto Rico positions: Click here to learn about our commitment to Equal Employment Opportunity (EEO). If you are limited in the ability to use our job application tool, or otherwise require a reasonable accommodation for a disability please click here.

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Responsibilities

The ServiceNow Platform Operations Manager will oversee the operational performance, capacity, and integrity of the ServiceNow platform while managing incident escalations and vendor performance. They will also lead a technical support team and ensure compliance with audit requirements and quality standards.