Senior Manager, Service Management – ServiceNow Platform

Biogen

. Lead the design, architecture, and delivery of solutions associated with the ServiceNow Platform and hosted modules .

Posted 10/16/2026full-timeCambridge • Massachusetts • United StatesSenior💰 $140,000 - $187,250 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in ServiceNow architecture and implementation, with a strong focus on translating business and compliance requirements into technical solutions. Proven ability to lead cross-functional teams and manage complex projects while ensuring high-quality delivery.

Highest-signal resume keywords

ServiceNow ImplementationServiceNow ArchitectureITIL v3/v4 Foundation CertificationAgile Project ManagementGxP Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ServiceNowJava ScriptCommon Data Models (CMDB)Multi-Workflow IntegrationsAI Functionality ImplementationRequirements GatheringProject ManagementTechnical DocumentationRisk MitigationCross-Functional Collaboration

Soft Skills

Communication SkillsProblem SolvingInfluencing PeersTrust DevelopmentNegotiation Skills

Tools & Technologies

JIRAMS AccessMS WordMS ExcelMS ProjectMS Visio

Certifications & Qualifications

ITIL v3/v4 Foundation CertificationCISCADCTACMA

Industry Keywords

Biopharmaceutical IndustryService ManagementOperational ProcessesEnterprise IT ServicesRisk ManagementCybersecurityHR ServicesLearning ServicesVendor ManagementAgile/Scrum/SAFe

Tech Stack

Tools & technologies

Cyber SecurityITSMJavaServiceNow

About the role

Key responsibilities & impact

Lead the design, architecture, and delivery of solutions associated with the ServiceNow Platform and hosted modules
Strengthen Biogen’s service management capabilities globally across the organization
Translate IT, business, security, and compliance requirements into technical architecture, implementation roadmaps, integrations, and operational processes
Partner with Enterprise IT Services, Enterprise Application Services, HR, GBS, Learning Services, Risk Management, Privacy, Cybersecurity, AMS, Infrastructure, application areas, IT Quality, and business teams
Collaborate with business owners, management, vendor managers, ServiceNow engineers, product owners, and program/project managers
Schedule and conduct requirements elicitation and requirements reviews
Develop design proposals and implementation plans
Provide guidance to operational support teams

Requirements

What you’ll need

Bachelor’s degree in Computer Science, Information Technology, or a related field
10+ years of overall IT experience
8 years’ experience with ServiceNow implementations
Deep technical command of ServiceNow architecture, common data models (CMDB), and multi-workflow integrations
Hands-on experience with ServiceNow modules including ITSM, ITOM, HRSD, IRM/GRC, and CSM
Familiarity or experience implementing AI functionality such as Virtual Agent, AI Search, Otto/Now Assist, AI Control Tower, Predictive Intelligence & AIOps, and AI Agents/Autonomous Workforce
Functional and User requirements gathering and documentation experience
ITIL v3/v4 Foundation Certification or higher
Technical/software skills: JIRA, ServiceNow, Java Script
General software skills: MS Access, MS Word, MS Excel, MS Project and Visio
Ability to manage internal partners/customers, influence peers, manage teams, solve problems proactively, and develop trust
Proven ability to deliver projects on time with the right quality
Excellent oral and written communication, presentation, and negotiation skills
Advanced ServiceNow credentials such as CIS, CAD, CTA, or CMA preferred/required
Experience with GxP compliance in the biopharmaceutical industry preferred
Exceptional communication, agile project management frameworks (Agile/Scrum/SAFe), risk mitigation, and cross-functional collaboration across distributed teams

Benefits

Comp & perks

Medical, Dental, Vision, & Life insurances
Fitness & Wellness programs including a fitness reimbursement
Short- and Long-Term Disability insurance
A minimum of 15 days of paid vacation and an additional end-of-year shutdown time off (Dec 26-Dec 31)
Up to 12 company paid holidays + 3 paid days off for Personal Significance
80 hours of sick time per calendar year
Paid Maternity and Parental Leave benefit
401(k) program participation with company matched contributions
Employee stock purchase plan
Tuition reimbursement of up to $10,000 per calendar year
Employee Resource Groups participation
Short term and long-term incentives, including cash bonus and equity incentive opportunities