Manager, Request Operations Business Analyst
Position Summary
The primary focus of this role is the management & delivery of Request Management Operations. This position is responsible for leading and coordinating complex initiatives spanning Request Management, reporting to the Director, ITSM. Serve as the integration point across Product, Platform, Risk, Learning, and technical teams—driving alignment, clarifying scope, and unblocking delivery without reliance on constant escalation. This job will require orchestrating initiatives across a broad set of stakeholders and sponsors ensuring commitments are met with the right sense of urgency.
Desired Candidate Characteristics
- Have a strong commitment to a career in technology with a passion for healthcare
- Ability to understand the needs of the business and commitment to deliver the best user experience and adoption
- Able to collaborate across multiple teams
- Demonstrated leadership experience
- Excellent communication skills
- Innovative and inquisitive nature to ask questions, offer bold ideas and challenge the status quo
- Agility to learn new tools and processes
Key Responsibilities
- Manage day-to-day Request Catalog Operations, including client consultations, changes, incidents, and lifecycle of catalog content.
- Lead and Manage end to end lifecycle of Request Integration related Initiatives.
- Manage intake for new catalog items and changes to catalog.
- Categorize & Prioritize new items and changes.
- Coordinate the definition and documentation of business requirements for new catalog items and processes.
- Conduct consultations with current and potential catalog owners.
- Apply and enforce BMS best practices for configuration of request processes and catalog forms.
- Responsible for assuring content of request catalog is current, sufficient quality and aligned with Request management Strategy and BMS business needs.
- Offer technical design and solution to stakeholders.
- Configure catalog items using item builder on ServiceNow platform.
- Perform or Coordinate User Acceptance Testing for new catalog items and changes.
- Coordinate UAT and resolution of defects or incidents related to Request Management
- Perform User acceptance testing for annual ServiceNow upgrades, monthly minor releases and enhancements
- Monitor process performance and identify issues or opportunities for process improvement.
Qualifications & Experience
- 5-6 years work experience in IT Operations.
- BA/BS degree in Computer Science preferred.
- ServiceNow certifications are a plus
- ITIL v3/v4 Foundation certification required; Project management and process improvement skills a plus.
- Good understanding of service management principles including management of online Request Catalog and defining effective processes and user experience.
- Excellent interpersonal and communication skills; ability to form strong relationships within a matrix organization.
- Must be detail oriented, analytical, and demonstrate ability to work in ambiguous environment.
- Must be self-directed with proven ability to make mature decisions supported by thorough data and process analysis.
- Evaluates complex issues through analytical thinking and previous experience to consider short and long-term implications and interdependencies and guides others when enough analysis has been completed in giving recommendations/solutions.
- Uses calculated risks to evaluate innovative solutions.
Ideal Candidates Would Also Have
- Demonstrated experience defining and measuring business outcomes.
- Ability to effectively elicit complex business requirements in both small and large settings across audiences including business and IT professionals.
- Ability to conduct end to end analysis to deployment and support of new catalog items
- Delivery responsibilities for identified improvement opportunities in ServiceNow Request Catalog
Pay
Princeton - NJ - US: $94,180 - $114,124. The starting compensation range(s) for this role are listed above for a full-time employee (FTE) basis. Additional incentive cash and stock opportunities (based on eligibility) may be available. The starting pay rate takes into account characteristics of the job, such as required skills, where the job is performed, the employee’s work schedule, job-related knowledge, and experience. Final, individual compensation will be decided based on demonstrated experience.
Benefits
Benefit offerings are subject to the terms and conditions of the applicable plans in effect at the time and may require enrollment. Our benefits include:
- Health Coverage: Medical, pharmacy, dental, and vision care.
- Wellbeing Support: Programs such as BMS Well-Being Account, BMS Living Life Better, and Employee Assistance Programs (EAP).
- Financial Well-being and Protection: 401(k) plan, short- and long-term disability, life insurance, accident insurance, supplemental health insurance, business travel protection, personal liability protection, identity theft benefit, legal support, and survivor support.
- Work-life Benefits Include Paid Time Off US Exempt Employees: flexible time off (unlimited, with manager approval, 11 paid national holidays (not applicable to employees in Phoenix, AZ, Puerto Rico or Rayzebio employees)
- Phoenix, AZ, Puerto Rico and Rayzebio Exempt, Non-Exempt, Hourly Employees: 160 hours annual paid vacation for new hires with manager approval, 11 national holidays, and 3 optional holidays
- Based on eligibility*, additional time off for employees may include unlimited paid sick time, up to 2 paid volunteer days per year, summer hours flexibility, leaves of absence for medical, personal, parental, caregiver, bereavement, and military needs and an annual Global Shutdown between Christmas and New Years Day.