Position Overview:
The ServiceNow Process Owner will serve as the dedicated owner for ServiceNow platform design, configuration, governance, and continuous improvement in support of a regulated pharmaceutical manufacturing environment. This role partners closely with Automation, IT, CSV, and site leadership to ensure ServiceNow supports compliant, reliable, and scalable operations at a large-scale manufacturing facility.
This is an on-site role supporting the Automation Department within a GMP-regulated environment.
Responsibilities:
- Serve as the dedicated owner for ServiceNow module design, configuration, and governance across the Automation Department.
- Architect the CMDB structure for automation systems, define configuration item relationship models, and establish data quality standards.
- Design and configure Incident, Problem, Knowledge, and Change Management workflows aligned with ITIL best practices.
- Establish integration architecture between ServiceNow and automation and enterprise platforms including DeltaV, PI Historian, Rockwell systems, CyberArk, Active Directory, and reporting tools.
- Deploy automated access request forms and role-based permission workflows.
- Build analytics dashboards, key performance indicator tracking, and service level agreement compliance reporting.
- Support GMP compliance, audit readiness, and 21 CFR Part 11 requirements within the ServiceNow platform.
- Collaborate with the CSV Engineer to ensure ServiceNow configurations are validated appropriately.
- Develop and deliver user training materials and change management communications.
- Support CMDB Data Steward activities, including configuration item accuracy management, discovery reconciliation, and data quality scoring as needed.
- Provide support in defining CSV and validation scope for the ServiceNow platform.
- Advise on advanced analytics, AI-assisted operations, and Phase 4 planning initiatives as requested.
Qualifications:
- Demonstrated experience as a ServiceNow Process Owner, Administrator, or Architect in a regulated GxP or GMP environment.
- Strong knowledge of ITIL best practices across Incident, Problem, Change, Knowledge, and CMDB modules.
- Experience designing CMDB architecture and configuration item relationship models for industrial or manufacturing automation systems.
- Proficiency in ServiceNow configuration, workflow design, and integration architecture.
- Experience supporting 21 CFR Part 11 compliance, electronic records, and audit trail requirements.
Preferred:
- Experience with automation or control systems such as DeltaV, PI Historian, Rockwell FactoryTalk, or similar platforms.
- Experience integrating ServiceNow with CyberArk, Active Directory, or Power BI.
- Pharmaceutical or life sciences manufacturing experience.
- ServiceNow certifications, such as Certified System Administrator or Certified Implementation Specialist ITSM.
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EXOS (formerly Sondhi Solutions)