The primary focus of this role is the management & delivery of Request Management Operations. This position is responsible 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.
If you want an exciting and rewarding career that is meaningful, consider joining our team!
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
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 otherswhenenough analysis has beencompleted in givingrecommendations/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
If you come across a role that intrigues you but doesn27t perfectly line up with your resume, we encourage you to apply anyway. You could be one step away from work that will transform your life and career.
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 employee27s work schedule, job-related knowledge, and experience. Final, individual compensation will be decided based on demonstrated experience.
Eligibility for specific benefits listed on our careers site may vary based on the job and location. For more on benefits, please visit
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.
0Work-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.
All global employees full and part-time who are actively employed at and paid directly by BMS at the end of the calendar year are eligible to take advantage of the Global Shutdown.
*Eligibility Disclosure: The summer hours program is for United States (U.S.) office-based employees due to the unique nature of their work. Summer hours are generally not available for field sales and manufacturing operations and may also be limited for the capability centers. Employees in remote-by-design or lab-based roles may be eligible for summer hours, depending on the nature of their work, and should discuss eligibility with their manager. Employees covered under a collective bargaining agreement should consult that document to determine if they are eligible. Contractors, leased workers and other service providers are not eligible to participate in the program.
Uniquely Interesting Work, Life-changing Careers
With a single vision as inspiring as 22Transforming patients27 lives through science22, every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in a supportive culture, promoting global participation in clinical trials, while our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.
On-site Protocol
BMS has an occupancy structure that determines where an employee is required to conduct their work. This structure includes site-essential, site-by-design, field-based and remote-by-design jobs. The occupancy type that you are assigned is determined by the nature and responsibilities of your role:
Site-essential roles require 100% of shifts onsite at your assigned facility. Site-by-design roles may be eligible for a hybrid work model with at least 50% onsite at your assigned facility. For these roles, onsite presence is considered an essential job function and is critical to collaboration, innovation, productivity, and a positive Company culture. For field-based and remote-by-design roles the ability to physically travel to visit customers, patients or business partners and to attend meetings on behalf of BMS as directed is an essential job function.
