Associate Director – ServiceNow Product Owner - Global Service

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location.  The anticipated wage for this position is

Organization Overview:

Tech@Lilly builds and maintains capabilities using cutting edge technologies like most prominent tech companies. What differentiates Tech@Lilly is that we create new possibilities through tech to advance our purpose – creating medicines that make life better for people around the world, like data driven drug discovery and connected clinical trials. We hire the best technology professionals from a variety of backgrounds, so they can bring an assortment of knowledge, skills, and diverse thinking to deliver innovative solutions in every area of the enterprise.

Digital Core is at the forefront of digitalization to enable and advance the entire company, with increased productivity and best-in-class Customer experiences. This team provides a robust and sustainable infrastructure of hardware, software and services that are critical to enable our global workforce. As leaders in technology, this team defines and leads the overall company technology strategy.

Global Service Management (GSM) team works to enable Lilly to enhance global productivity and protect our Brand.  The team manages the industry leading ServiceNow enterprise platform.  We enable our 69k global workforce to accelerate how they work, manage critical action plans, and enhance their working methods/environment, and manage key vendor contracts / spending.  

In addition to maintaining operational excellence for our existing services, we must boldly innovate and enhance capabilities such as generative AI, automation & workflows across the enterprise.  This will enable us to enhance our return on investment, improve user efficiency and experience, and help support the broader Company purpose of making life better for people around the world.

Responsibilities:

As part of the Global Service Management organization, you’ll be

• operating as a highly effective Technical Product Owner.  

• You will have the desire and proven ability to cut through ambiguity and re-imagine how our services should be established and managed to ensure the highest levels efficiency.

• You will be a respected and robust partner who feels obligated to focus on enterprise value-based outcomes – one that can establish new enterprise capabilities through engagement with cross functional partners and vendors whilst minimizing technical dept.

How You Will Succeed:

• Leadership: Lead the capability design and planning process to evaluate options, build new enterprise capabilities and associated operational services.

• Technical Oversight: Partner with the business to understand the current state, analyzing end to end processes, write, assess, & prioritize business requirements, and providing oversight of the design and project deliverables of ServiceNow platform enhancements and new capabilities.

• Lead with value: Partner with both business and technical teams to ensure awareness of the ServiceNow product developments/releases to maintain awareness of new functionality and how it should be leveraged.

• Design for Operational Excellence: Ensure solutions are thought through end-2-end and focus on use of “Out of box” functionality, process removal/simplification, automation and AI

• Metric and KPI’s: Lead development metrics and dashboards that drive transformation, adoption, and maturing our services.

• Ensure speed and quality: Lead Service Level & performance reviews for business area and develop plans to resolve issues and remediate root causes.

• Evangelize: for value generation, technical innovation, prioritization, and reduction of technical debt.

• Lead OCM: Define and implement OCM to educate, leverage champions, and align partners

• Bold Leadership: Be a natural agent of change and value-based disruptor.

What You Will Bring:

• Ability to engage hearts and minds through use of impactful plain language to articulate true business value

• Ability to influence across the organization and work effectively with multiple levels of leadership

• Ensure end-to-end thinking when designing solutions – focus on the best holistic outcomes for the enterprise and drive positive user experiences

• Expertise and ideas to improve the ServiceNow platform / services

• Strong verbal and written communications, along with the ability to articulate the ideas and recommendations to management, architects and cross-functional teams

• Strong leadership skills and demonstrated ability to lead without authority

• Proven impact player and the ability to work in a dynamic environment where needs and priorities can change quickly

• Demonstrated ability to analyze, anticipate, and resolve complex issues (technical, operational, or business-related) through sound problem-solving skills

• Effectively prioritize and escalate issues

• Motivation to educate self and others

• Proven ability to build relationships internally and externally across the globe

• Strong business partnership and thrives on executing process improvements in a fast paced, rapidly growing global environment

• An expectation to receive professional and technical coaching to help you grow and progress

• A great sense of humor and passion to engage people

Basic Qualifications/ Requirements:

• Bachelor’s Degree in Computer Science or related field and/or 10+ years of experience in IT

• 5+ years’ experience of the software development life cycle

• Fluent in English for verbal and written communications, is essential

Additional Skills/Preferences:

• ServiceNow Certified System Administrator (CSA) certification is a plus

• Knowledge and Experience of the ServiceNow Integrated Risk Management (IRM) modules.

• Applied knowledge of ITIL v3 or ITIL v4

Additional Information:

• Travel: 0-10%

• Qualified candidates must be legally authorized to be employed in the United States. Lilly does not anticipate providing sponsorship for employment visa status (e.g., H-1B or TN status) for these positions.

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lilly is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

Our employee resource groups (ERGs) offer strong support networks for their members and help our company develop talented individuals for future leadership roles. Our current groups include: Africa, Middle East, Central Asia Network, African American Network, Chinese Culture Network, Early Career Professionals, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinos at Lilly, PRIDE (LGBTQ + Allies), Veterans Leadership Network, Women’s Network, Working and Living with Disabilities. Learn more about all of our groups.

Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees.

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