ITSM Platform/Product Owner

POSITION SUMMARY

This position leads the global configuration, development, integration, and operational enablement of the ITSM tooling ecosystem-primarily ServiceNow-to support Zoetis Tech and Digital and strategic partners. The role focuses on platform governance configuration (e.g., standards, controls, data models, workflows), scalable solution design, and delivery of enhancements that improve service outcomes and user experience. This leader partners with ITIL/process owners, infrastructure, applications, risk/compliance, and vendors to translate process requirements into well-architected platform capabilities. The position also provides adjacent technology ownership for service management and delivery tooling (e.g., Jira) and ensures interoperability across the toolchain through reliable integrations and shared data governance.

POSITION RESPONSIBILITIES .

• Own the ServiceNow platform roadmap from a tooling standpoint (configuration, development, integrations, upgrades, and platform health), aligning delivery to business and IT priorities.
• Partner with process owners (Incident/Change/Request/Problem/Knowledge/CMDB, etc.) to implement and continuously improve tooling capabilities that enable their operating models (without owning the processes themselves).
• Establish and maintain tooling governance: configuration standards, SDLC controls, release management, environment strategy, audit readiness, and platform KPI reporting.

• Lead configuration and development of ServiceNow modules and platform capabilities (e.g., workflows, catalog items, automation, notifications, roles, forms, UI policies, data policies, reporting/dashboards).
• Own integration architecture and delivery for ServiceNow and adjacent enterprise systems using supported patterns (APIs/web services, SSO, directory/LDAP, identity and governance platforms), including ongoing monitoring and operational support for integrations.
• Lead tooling enablement for the Service Catalog / Self-Service experience (structure, request models, fulfillment workflows, UX), in partnership with service owners and operational teams.

• Provide tooling ownership and governance configuration for adjacent service delivery technologies such as Jira(as applicable): configuration standards, project/service template governance, workflow schemes, integration patterns, and reporting alignment with ServiceNow.

• Define and maintain the toolchain interoperability strategy (ie, ServiceNow Jira identity monitoring asset/data sources), ensuring consistent data definitions, reliable integrations, and clear ownership for shared fields and master data.

• Lead the ITSM tooling support team responsible for planning, development, testing, releases, and platform support for the ServiceNow ecosystem.
• Manage vendor and partner delivery for platform development and integrations; ensure outcomes meet architecture standards, security/compliance needs, and operational expectations.

• Own the CMDB platform configuration and data governance enablement (data model, relationship model, integrations/data mapping, data quality controls, and reporting) in partnership with risk/compliance and technical domain owners.
• Implement and maintain platform controls that support auditability, resiliency, disaster readiness, and segregation of duties across environments and releases.

EDUCATION AND EXPERIENCE

* Bachelor's degree in information technology, Computer Science, Engineering or related field;

* 10-12+ years overall IT experience with progressive responsibility across enterprise platforms and service delivery.

* 5+ years leading ServiceNow platform work in a product ownership / platform leadership capacity (roadmap, configuration, development, upgrades).;

* Demonstrated hands-on experience delivering configuration and custom development on ServiceNow (workflows, catalog, data model/CMDB, reporting/PA, access controls).;

* Experience establishing and enforcing platform governance: SDLC, release/change controls, environment strategy, code/config management, testing, and audit readiness.;

* Experience in regulated environments (pharma/animal health or similar) and working with compliance, risk, and audit teams (preferred)

TECHNICAL SKILLS REQUIREMENTS

* ServiceNow: CSA (preferred), plus one or more CIS credentials (e.g., ITSM, CSM, ITOM, Discovery/Service Mapping) desirable

* Agile delivery: Scrum and/or SAFe

* Experience integrating data from enterprise systems: ServiceNow, Workday, Active Directory, CMDB, Jira, Collaboration tools;

* ITIL Foundations;

* Jira administration and governance configuration (projects, workflows, schemes, fields, permissions, queues, SLAs); automation and cross-tool workflow design (e.g., DevOps handoffs, change evidence, incident linkage)

* Strong skills in documentation, data storytelling, and crossfunctional communication

The US base salary range for this full-time position is $146,000-$209,000. Our salary ranges are

determined by role, level, and location. The range displayed on each job posting reflects the base pay target range

for new hire salaries for the position. Within the range, individual pay is determined by work location and additional

factors, including job-related skills, experience, and relevant education or training.

This position is also eligible for short-term incentive compensation

This position is also eligible for long-term incentive

In addition to compensation, Zoetis offers a comprehensive benefits package that supports the physical, emotional

and financial wellbeing of our colleagues and their families includinghealthcare and insurance benefits beginning

on day one, a 401K plan with a match and profit-sharing contribution from Zoetis, and 4 weeks of vacation.

Visit zoetisbenefits.com to learn more.

Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.

Notice: Zoetis Recruiters will contact candidates via email from an address ending in @zoetis.com and may also initially connect with candidates through LinkedIn, including LinkedIn InMail. Zoetis does not use Gmail, Outlook, Yahoo, or other web-based/generic email domains to communicate about job opportunities, interviews, or offers of employment. If you receive a recruitment-related email message claiming to be from Zoetis that does not come from @zoetis.com, please treat it as suspicious. For your security, do not reply, click links, open attachments, share personal or financial information, or send money in response to unexpected or questionable recruitment communications.