Bristol Myers Squibb Princeton , NJ 08544
Posted 2 months ago
Working with Us
Challenging. Meaningful. Life-changing. Those aren't words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You'll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams rich in diversity. Take your career farther than you thought possible.
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. Read more: careers.bms.com/working-with-us
This role is part of the IT Operational Enablement team. Our team mission is to design, establish, and manage IT Service Management processes that enable the delivery of digital capabilities. These processes include Service Configuration Management, Request Management, Service Level Management, Reporting & Analytics, Application Portfolio Management. We also own process ownership including design, implementation, adoption & governance of effective & efficient ITSM processes aligned with best practices. This role is responsible for Service Level Management & Reporting / Analytics Process ownership and partnering with Digital Capability Management (DCMs) to promote transparency in the service management processes and reporting.
Detailed Position Requirements:
Demonstrates deep expertise in IT Service Management; define the governance process framework and ensure common standards and methodology for Service Level Management, SLA Reporting & Cross Process initiatives
Gather and analyze internal requirements in order to orchestrate ITSM governance activities and processes for onboarding of service providers.
Perform on-going monitoring of process adherence and health of IT Service Management in IT@BMS
Execute monthly service provider SLA reporting to meet contractual timelines
Establish templates and processes as needed to ensure service quality and compliance
Ensure adherence to defined processes and standards across all service streams
Develop and execute strategies for a partnering environment by building and sustaining a strong relationship with the service provider performance managers, service providers and internal BMS teams
Gather and document business requirements in order to direct and facilitate SLM process and governance activities
Build/modify SLAs in ServiceNow in alignment with 3rd party SLA contracts
Establish governance model and guiding principles for performance analytics (PA) dashboard requests, define and manage business requirements with requestors and delivery of PA dashboards
Monitors metrics, reports, service level adherence and consumption
Requires expertise in the facilitation of outsourced provider governance
Requires depth of knowledge in Performance/Contract Management
Knowledgeable about the Service Level Management module in ServiceNow
Have a keen interest for analytics, and performance analytical tools such as ServiceNow performance analytics, SLM and Tableau.
Leads projects/teams with moderate resource requirements, risk, and/or complexity
Interprets business and industry challenges and recommends best practices-based solutions to improve products, processes, systems
Required qualification (s) and desired experience:
Education: Bachelor's degree in Computer Science or Business Administration or a related discipline 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
In depth contract knowledge is required to be successful in this role
Detail oriented with the ability to manage multiple, diverse priorities and exercises 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 drives 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
Experience with the ServiceNow platform is beneficial
If you come across a role that intrigues you but doesn't perfectly line up with your resume, we encourage you to apply anyway. You could be one step away from work that will transform your life and career.
Uniquely Interesting Work, Life-changing Careers
With a single vision as inspiring as "Transforming patients' lives through science™ ", every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in an inclusive culture, promoting diversity in clinical trials, while our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.
Physical presence at the BMS worksite or physical presence in the field is a necessary job function of this role, which the Company deems critical to collaboration, innovation, productivity, employee well-being and engagement, and it 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.
BMS is dedicated to ensuring that people with disabilities can perform complex functions through a transparent recruitment process, reasonable workplace adjustments and ongoing support in their roles. Applicants can request an accommodation prior to accepting a job offer. If you require reasonable accommodation in completing this application, or in any part of the recruitment process, direct your inquiries to firstname.lastname@example.org. Visit careers.bms.com/eeo-accessibility to access our complete Equal Employment Opportunity statement.
BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.
Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations.
Bristol Myers Squibb