Associate Director, ITSM Lead & Architect

BeOne's Global Technology Solutions team is seeking an experienced and strategic technical leader to serve as both the ITSM Lead and Architect, acting as the primary owner of our ServiceNow platform. This leader will be responsible for defining and executing the platform’s roadmap, overseeing its implementation, and ensuring the long-term success and continuous improvement of our ServiceNow solutions.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field (advanced degree preferred)
• BA/BS with 10+ years of overall experience and 8+ years of progressive experience in IT service management, with at least 5+ years working specifically with ServiceNow
• Demonstrated success in large-scale ServiceNow implementations and leading cross-functional teams
• Proven ability to architect, design, and integrate ITSM solutions within complex enterprise environments
• Significant experience leading strategic discussions, analyzing global requirements, and developing cohesive execution plans
• Expert-level knowledge of ServiceNow modules (e.g., Incident, Problem, Change, CMDB, Service Portal, etc.) and best practices in design and development
• Strong ITIL/ITSM framework knowledge (ITIL certification highly desirable)
• Familiarity with Agile/Scrum methodologies for software delivery
• Experience integrating ServiceNow with other enterprise systems (e.g., HR, ERP, monitoring tools)
• Exceptional communication and stakeholder management skills
• Strategic thinking with the ability to translate high-level business objectives into tactical roadmaps and actionable initiatives
• Strong analytical, problem-solving, and decision-making abilities
• Demonstrated ability to mentor, coach, and develop teams effectively
• Proven track record of effectively managing budgets, negotiating contracts, and partnering with global vendors

Benefits

• Medical, Dental, Vision, 401(k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness
• Annual bonus plan for Non-Commercial roles
• Incentive compensation plan for Commercial roles
• Discretionary equity awards
• Employee Stock Purchase Plan