ServiceNow, Product Owner

About the role

Join FUJIFILM Biotechnologies and help us shape reliable, secure, and compliant IT services for a growing, global life sciences leader. We are seeking a seasoned System Manager to own and evolve our ServiceNow platform—powering IT service excellence across a complex, regulated enterprise.

Responsibilities

• Lead platform operations and reliability for ServiceNow (ITSM, ITOM, CMDB, Discovery, Catalog/Request, Integration Hub; potentially SPM/HRSD).
• Design solutions and implement enhancements, integrations, and workflow automation aligned to governance, security, and performance best practices.
• Champion ITIL/ITSM processes (Incident, Problem, Change, Request, Knowledge, Configuration), define KPIs/SLAs, and drive continual service improvement.
• Manage upgrades, patches, and release cycles; evaluate vendor updates for impact, test thoroughly, and coordinate deployment and change readiness.
• Ensure compliance in a regulated environment; lead/participate in Computer Software Validation (CSV) activities and maintain complete, audit-ready documentation (e.g., 21 CFR Part 11, Annex 11).
• Provide second-level support and enable first-level support with clear SOPs, work instructions, and knowledge articles; guide junior team members and vendors.
• Cross-functional project coordination and delivery (Agile/Waterfall/Hybrid); manage backlogs, requirements, designs, testing, releases, and post-implementation support.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field; or equivalent combination of education and experience.
• 5+ years managing and maintaining large, enterprise systems in complex, matrixed organizations, with 3+ years directly administering and enhancing ServiceNow.
• Expertise in ServiceNow architecture and administration, integrations (APIs, Integration Hub, MID Servers), CMDB/Discovery, and platform governance/security.
• Experience operating in regulated environments with CSV/GxP or comparable compliance frameworks.
• Strong communication skills and customer focus; ability to translate business needs into technical solutions and articulate trade-offs.
• Methodical problem-solving with attention to detail; comfortable working with limited supervision and substantial latitude to plan, prioritize, and execute.

Preferred qualifications

• ServiceNow certifications: CSA, CAD, CIS (e.g., ITSM, Discovery, APM, HRSD), and ITOM.
• ITIL Foundation v3/v4; intermediate ITIL certifications are a plus.
• Project management certifications (PMP, PRINCE2, Scrum Master) and experience with DevOps/CI/CD for ServiceNow.
• Familiarity with data privacy, access management, audit requirements, SOX controls, and life-sciences regulations (21 CFR Part 11, Annex 11).

Benefits

Our programs are designed to focus on maintaining and enhancing all pillars of health with a robust benefits package including medical, dental, vision and prescription drug coverage with the option of a Health Savings Account with company contributions. In addition, we offer an industry leading 401(k) savings plan, insurance coverage, employee assistance programs and various wellness incentives. We support life-work balance with paid vacation time, sick time, and company holidays.