Analyst - ServiceNow Technical Lead - Global Service Management US, Indianapolis IN

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.

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

$63,750 - $145,200

About the IT Organization:

Tech@Lilly builds and maintains capabilities using cutting edge technologies like most prominent tech companies. What differentiates Tech@Lilly is that we create new possibilities 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 the enterprise.

Digital Core 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. As leaders in technology, this team defines and leads the overall company technology strategy.

About the Team:

Global Service Management (GSM) team works to enable Lilly to enhance global productivity and protect our Brand.  The team manages the industry leading ServiceNow enterprise platform.  We enable our 69k global workforce to accelerate how they work, manage critical action plans, and enhance their working methods/environment, and manage key vendor contracts / spending.  

In addition to maintaining operational excellence for our existing services, we must boldly innovate and enhance capabilities such as generative AI, automation & workflows across the enterprise.  This will enable us to enhance our return on investment, improve 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:

As part of the Global Service Management organization, you’ll be working as a Technical Lead in collaboration with cross functional IT partners, and vendors to maintain the ServiceNow platform and deliver new functionality across the enterprise. 

How You Will Succeed:

• Develop and Deliver: Partner to ensure the design, development, and deliver the ServiceNow IRM module meet business needs and timeline
• Integration: Integrate ServiceNow IRM with other enterprise systems to ensure seamless data flow and process automation.
• Technical Support: Provide technical support and troubleshooting for the ServiceNow IRM module, ensuring optimal performance and user satisfaction.
• Collaboration: Work closely with business analysts, project managers, and stakeholders to gather requirements and deliver solutions that meet business objectives.
• Documentation: Create and maintain comprehensive documentation for all development and customization activities.
• Best Practices: Adhere to best practices in coding, testing, and deployment to ensure high-quality deliverables.
• Continuous Improvement: Stay updated with the latest ServiceNow features and industry trends to continuously improve our IRM solutions.

What You Will Bring:

• Technical depth and expertise in the ServiceNow platform
• Strong verbal and written communications, along with the ability to articulate the ideas and recommendations to management, architects and cross-functional teams
• Problem-Solving: Strong analytical and problem-solving skills with the ability to troubleshoot complex issues.
• Communication: Excellent verbal and written communication skills, with the ability to effectively collaborate with technical and non-technical stakeholders.
• Team Player: Ability to work independently and as part of a team in a fast-paced, dynamic environment.
• A great sense of humor and passion to engage people

Basic Qualifications:

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience: Minimum of 3 years of experience in ServiceNow development
• Technical Skills: Proficiency in JavaScript, HTML, CSS, and ServiceNow scripting. Experience with REST/SOAP APIs and integration tools.
• Fluent in English for verbal and written communications, is essential
• Qualified candidates must be legally authorized to be employed in the United States. Lilly does not anticipate providing sponsorship for employment visa status (e.g., H-1B or TN status) for these positions.

Additional Skills/Preferences:

• ServiceNow Certified System Administrator (CSA) certification is a plus
• ServiceNow Certified Application Developer and/or ServiceNow Certified Implementation Specialist - IRM is a plus
• Knowledge and Experience of the ServiceNow Integrated Risk Management (IRM) modules.
• Applied knowledge of ITIL v3 or ITIL v4

Travel:

0-10%

The position is Global in nature – it covers multiple time zones and works with teams and business partners around the world - there will be an occasional need to have flexibility for meeting times/events.

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 an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, 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 help our company develop talented individuals for future leadership roles. Our current groups include: Africa, Middle East, Central Asia Network, African American Network, Chinese Culture Network, Early Career Professionals, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinos at Lilly, PRIDE (LGBTQ + Allies), Veterans Leadership Network, Women’s Network, Working and Living with Disabilities. Learn more about all of our groups.

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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