Associate Director – Global Service Management Platform Architect

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

Role Overview

Join our team as a Platform Architect responsible for technical oversight and delivery with our Global Service Management Platform (predominately Service Now) in Lilly IT, working side by side with peers in a distributed team. You will be a technical leader who understands the platform and interdependencies of the modules, analyzes impacts of new requirements, and provides controls to ensure the correct technical solutions, with the right security standards are delivered. You will demonstrate deep technical abilities, a sound understanding of business strategy and policies that govern the Service Management platforms and possesses sophisticated experience and knowledge of ServiceNow security, as well as alignment to the long-term vision of enterprise solutions.

The ideal candidate will embrace emerging technologies, like AI and Automation, driving adoption across an enterprise, paired with demonstrating a passion for using platform capabilities within new areas of the business. These skills will enable improved user efficiency and experience and help support the broader Company purpose of making life better for people around the world.

What You’ll Be Doing

You will engage deeply with enterprise architects, Cyber Security, the Lilly Global Service Management Platform team, multi-functional IT partners, and vendors to enhance the ServiceNow capabilities, security model and deliver new ground-breaking functionality. You will have the desire and demonstrable ability to cut through ambiguity and re-imagine how services should be established and managed to ensure the highest levels efficiency. You will be a respected and robust technical partner who feels obligated to focus on enterprise value-based outcomes – one that can establish new enterprise capabilities through engagement with cross functional partners and vendors whilst minimizing technical dept.

How You’ll Succeed

• Demonstrate your technical proficiency and governance of the ServiceNow platform, along with thought leadership and counsel to the Product Managers, along with delivery execution oversight and coaching to technical development teams.
• Use your passion for AI and Automation to chart an effective course for optimizing workload, allowing the team to deliver ever increasing outcomes.
• Exhibit demonstrable ability to define and drive the technical approach for best practices, policies, and procedures related to design and development of platform applications, security, and integrations. Ensure effective impact analysis of platform changes, maintaining consistency and adherence to Standard Operating Procedures concerning architecture, security, data, integrations, and processes.
• Advise on key program initiatives and technology roadmaps. Lead compliant/secure tech implementation. Influence automation toolset implementations to be aligned with strategic roadmap and standards. Improve value derived from toolset by increasing knowledge across Tech at Lilly of capabilities
• Be responsible for the design, implementation, and evolution of the platform, ensuring stability, security, and scalability.  apply the least privilege principle, ensure compliance with Lilly's security controls, and supervise security awareness training.
• Leverage automation and self-service initiatives to enhance operational efficiency and user experience.  Ensure the effective integration of ITSM tools with other enterprise platforms. Stay ahead of industry trends and emerging technologies to enhance service management capabilities.
• Know the latest on ServiceNow products, security and applicable integrated technologies
• You will maintain an unwavering emphasis on enhancing the digital user experience and boosting end-user productivity, transitioning technology from being a mere enabler to becoming the main driver of productivity for our workforce.
• Be ready to demonstrate Applied knowledge of ITIL v3 and Applied knowledge of NIST Cyber Security Framework
• You will lend your unique expertise to a diverse, driven, and successful team.

What You Should Bring

• ServiceNow Certified System Administrator (CSA) or equivalent ITSM platform certifications
• Clear expertise in utilising AI and Automation to eliminate manual workload and reduce complexities of the remainder, including educating others on how to do the same.
• Experience with Agile and DevOps methodologies
• Demonstrated influence, communication, presentation, and facilitation skills.
• Demonstrated strong partnership skills and influence with business partners inside business unit context.
• Strong organizational and communication skills with multiple examples of being able to convey complex ideas and thoughts in manners that resulted in definitive directions and results.
• Strong negotiation skills.
• Proactive, demonstrated ability to challenge the status quo and solid ability to drive peers and above to timely decisions.
• A high level of intellectual curiosity, external perspective, technical capability and innovation interest.
• Strong knowledge of ITIL frameworks, service operations, and process improvement methodologies.

Your Basic Qualifications

• Bachelor’s Degree in Computer Science, Information Technology, or related technical field
• 5+ years of experience in IT service management, with a solid focus on ITSM platforms (e.g., ServiceNow, BMC Remedy, Cherwell)
• Experience with technical leadership global/diverse teams and large-scale ITSM transformations.

Additional Information:

• Position requires 5-10% travel
• Position located in Indianapolis, Indiana working in a hybrid model
• Other locations may be considered based on appropriate experience.

Organization Overview

Lilly IT builds and maintains capabilities using cutting edge technologies like most prominent tech companies. What differentiates Lilly IT is that we redefine what’s possible through tech to advance our purpose – creating medicines that make life better for people around the world, like data driven drug discovery and connected clinical trials. We hire the best technology professionals from a variety of backgrounds, so they can bring an assortment of knowledge, skills, and diverse thinking to deliver innovative solutions in every area of our business.

The Digital Core team is at the forefront of digitalization to enable and advance the entire company, with increased productivity and best-in-class Customer experiences. This team provides a robust and sustainable infrastructure of hardware, software and services that are critical to enable our global workforce and business to operate and transform. As leaders in technology and understanding business requirements and challenges, this team defines and leads the overall company technology strategy.

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lilly is proud to be an EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, national origin, protected veteran status, disability, or any other legally protected status.

Our employee resource groups (ERGs) offer strong support networks for their members and are open to all employees. Our current groups include: Africa, Middle East, Central Asia Network, Black Employees at Lilly, Chinese Culture Network, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinx at Lilly (OLA), PRIDE (LGBTQ+ Allies), Veterans Leadership Network (VLN), Women’s Initiative for Leading at Lilly (WILL), enAble (for people with disabilities). Learn more about all of our groups.

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location.  The anticipated wage for this position is

Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees.

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