ServiceNow Process, Content, and Governance Lead

The ServiceNow Process, Content, and Governance Lead will be responsible for process improvement, governance, daily operations and oversight of the multi-functional BiogenCONNECT platform, powered by ServiceNOW, that connects employees to services and knowledge content from strategic Service Centers: Human Resources, IT, and Finance. The Lead will focus on overseeing the platform, ensuring that the underlying Service Centers meet their strategic goals. S/he ensures quality service and performance of the platform by analyzing cross-functional key performance metrics. This role will be responsible for working with the Service Center leadership teams to establish, implement, and support standard process improvement across system modules and aid the teams in harmonization and collaboration, where their functional Service Centers intersect with the common platform.

Accountability Description:
• Provide overall leadership and governance of the platform, taking into account Service Center requirements and needs
• Provide support for questions and issues related to governance of the platform BiogenCONNECT (ServiceNOW), and delivering solutions for prioritization of the issues as they arise
• Research and document new features in ServiceNOW, including yearly upgrades
• Provide consulting, analysis and hands-on support for visible or complex projects or ones that involve new features
• Lead and document platform/module process discussions and decisions in partnership with the Service Center Leadership teams
• Work with Service Center Leadership, intersecting process and procedure across modules
• Reporting and analyzing cross-functional metrics and trends
• Consultation on ServiceNOW capabilities
• UAT Testing when necessary
• Facilitate projects/discussions on a regular cadence with functional stakeholders

This role can be based in Cambridge, MA, Weston, MA or RTP, NC locations.

• 5-7 years work experience
• Experience working with a Case Management Tool, including back-end transactions and knowledge repository; ServiceNOW preferred
• Exposure to content management strategy and approach
• Experience working with a multi-tiered