ServiceNow ITOM Product Manager

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Job Description

The Future Begins Here

At Takeda, we are leading digital evolution and global transformation. By building innovative solutions and future-ready capabilities, we are meeting the need of patients, our people, and the planet.

Bangalore, the city, which is India’s epicenter of Innovation, has been selected to be home to Takeda’s recently launched Innovation Capability Center. We invite you to join our digital transformation journey. In this role, you will have the opportunity to boost your skills and become the heart of an innovative engine that is contributing to global impact and improvement. 

At Takeda’s ICC we Unite in Diversity

Takeda is committed to creating an inclusive and collaborative workplace, where individuals are recognized for their backgrounds and abilities they bring to our company. We are continuously improving our collaborators journey in Takeda, and we welcome applications from all qualified candidates. Here, you will feel welcomed, respected, and valued as an important contributor to our diverse team.

About the role:

The Senior Manager Digital Product is responsible for managing and performing work across various areas of the organization's IT platform and infrastructure. This role aims to enhance the efficiency and effectiveness of IT systems, networks, and end-user technology, contributing to the organization's overall digital strategy.

How you will contribute:
* Manage and oversee a medium-sized team of managers, supervisors, professionals, and specialists working on diverse IT topics
* Provide strategic guidance and act as an advisor and trainer to your team
* Manage projects, budgets, schedules, and performance standards
* Engage with internal and external stakeholders at various management levels and present findings at meetings
* Conduct cost/benefit analyses for proposed IT projects as input to the organization's IT roadmap
* Implement policies and strategies for short-term results (1 year or less)

ACCOUNTABILITIES

Key Responsibilities

• Key Responsibilities

• Owns design, development, and roadmap for ServiceNow ITOM product suite, including Visibility, Health, Service Observability, Health Log Analytics, Cloud Accelerate, Platform Analytics Advanced, Predictive Intelligence, as well as CMDB, Discovery and Service Mapping.
• Responsible for overseeing product vision, delivery, and adoption to maximize investment and value.  
• Develop product strategies and plans that are aligned with company goals and forthcoming ServiceNow releases, working closely with other Product Owners to ensure a unified vision and guidance for the team.
• Lead efforts to modernize and create a self-healing IT infrastructure, enabling zero-touch automation through autonomous IT solutions such as ITOM AIOps, LEAPS, ITOM NowAssist, HLA, machine learning, and predictive intelligence.
• Work with stakeholders to define needs, set feature priorities, and run user research and testing to improve adoption and effectiveness of ITOM Product Suite, CMDB, Discovery, and Service Mapping.  
• Align with platform architects and IT Security experts to ensure ServiceNow ITOM meets all relevant compliance and security standards
• Guide the ITOM Product team in defining comprehensive, cohesive, and consistent product requirements, serving as the authoritative source for requirements and prioritization within the team.
• Drive continual ITOM improvement and CMDB adoption aligned to CSDM across ServiceNow
• Build and Maintain a strong stakeholder relationships, manage delivery and release plans, and update stakeholders on progress  
• Manage a team of developers to support ongoing product sustainment, oversee releases, and address routine business needs, leveraging SAFe Agile Methodology

Technical/Functional (Line) Expertise

• ServiceNow Certified Administrator (Required)

• Cloud Provisioning and Governance Advanced (preferred)

• IT Operations Management (ITOM) Discovery Implementer (preferred)

• 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

• Ability to prioritize 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 pursuit of organizational objectives.

• Ability to manage a small team of experts and analysts.

EDUCATION, BEHAVIOURAL COMPETENCIES AND SKILLS:

• Bachelor's degree in Computer Science or related field or equivalent experience.
• 7+ years managing ServiceNow delivery and best practices, with expertise in ITOM, Discovery, Service Mapping, CMDB, and Event Management.
• 5+ years in product manager/product owner roles involving governance and alignment on ServiceNow ITOM initiatives.
• 5+ years of infrastructure configuration experience across on-premises datacenters, cloud, network, and IT security tools.
• 5+ years of problem management experience with ITIL awareness.
• 5+ years of infrastructure configuration experience across on-premises datacenters, cloud, network, and IT security tools.
• 5+ years of Program/Project Management or Scrum Master experience with strong communication, tracking, reporting, risk management, and negotiation skills.
• 3+ years of hands-on MID-server configuration experience and architecture understanding and experience with ServiceNow CSDM 4.0 Model.
• 1+ years experience with ITOM AIOPs, or ITOM HLA or ITOM Predictive Intelligence implementation
• Strong sense of urgency, prioritization, and ability to work under pressure to support senior leaders and resolve complex technical and business issues.
• Ability to coordinate projects and interact management.
• Experience working efficiently in multicultural teams across multi global regions and time zones.
• Capable of providing independent leadership, delegating tasks, and overseeing successful completion.
• 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.

What Takeda Can Offer You

• Takeda is certified as a Top Employer, not only in India, but also globally. No investment we make pays greater dividends than taking good care of our people.

• At Takeda, you take the lead on building and shaping your own career.

• Joining the ICC in Bangalore will give you access to high-end technology, continuous training and a diverse and inclusive network of colleagues who will support your career growth.

BENEFITS:

It is our priority to provide competitive compensation and a benefit package that bridges your personal life with your professional career. Amongst our benefits are:

• Competitive Salary + Performance Annual Bonus

• Flexible work environment, including hybrid working

• Comprehensive Healthcare Insurance Plans for self, spouse, and children

• Group Term Life Insurance and Group Accident Insurance programs

• Employee Assistance Program

• Broad Variety of learning platforms 

• Diversity, Equity, and Inclusion Programs

• Reimbursements – Home Internet & Mobile Phone

• Employee Referral Program

• Leaves – Paternity Leave (4 Weeks), Maternity Leave (up to 26 weeks), Bereavement Leave (5 days)

ABOUT ICC IN TAKEDA:

• Takeda is leading a digital revolution. We’re not just transforming our company; we’re improving the lives of millions of patients who rely on our medicines every day.

• As an organization, we are committed to our cloud-driven business transformation and believe the ICCs are the catalysts of change for our global organization.

#Li-Hybrid

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