Position Overview

You will be the platform steward for ServiceNow, driving reliability, availability, security, and continuous improvement. You'll design scalable solutions, lead enhancements and integrations, and ensure compliance with CSV/GxP requirements. Partnering across IT Operations, Cybersecurity, Enterprise Architecture, QA/ITQ, and business stakeholders, you'll enable high-quality service delivery and measurable outcomes for the organization.

Job Description

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.
What you'll do

• 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.
• Coordinate cross-functional projects and delivery (Agile/Waterfall/Hybrid); manage backlogs, requirements, designs, testing, releases, and post-implementation support.

What you'll bring

• 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).
• Any combination of education and experience, which would provide an equivalent background to deliver against role expectations.

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. Explore a supportive environment that enriches both your personal and professional growth!

This is a global position that will support all our sites. This position can be based at any of our locations around the globe. Benefits and compensation will be governed by the location that you are based from and considered your home site.

To all agencies: Please, no phone calls or emails to any employee of FUJIFILM about this requisition. All resumes submitted by search firms/employment agencies to any employee at FUJIFILM via-email, the internet or in any form and/or method will be deemed the sole property of FUJIFILM, unless such search firms/employment agencies were engaged by FUJIFILM for this requisition and a valid agreement with FUJIFILM is in place. In the event a candidate who was submitted outside of the FUJIFILM agency engagement process is hired, no fee or payment of any kind will be paid.