Associate Director – Global Service Management Platform Architect

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 put people first and strive to make life better for people around the world. 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 ServiceNow) 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

• 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.
• 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 toolsets to align with strategic roadmap and standards. Improve value derived from the toolset by increasing knowledge across Tech at Lilly of capabilities.
• Design, implement, and evolve the platform to ensure 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 effective integration of ITSM tools with other enterprise platforms. Stay ahead of industry trends to enhance service management capabilities.
• Know the latest on ServiceNow products, security, and applicable integrated technologies.
• Maintain an unwavering emphasis on enhancing the digital user experience and boosting end-user productivity, transitioning technology from an enabler to a driver of productivity for our workforce.
• Demonstrate applied knowledge of ITIL v3 and NIST Cyber Security Framework.
• 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
• Expertise in leveraging AI and Automation to eliminate manual workload and reduce complexities, including educating others on how to do the same
• Experience with Agile and DevOps methodologies
• Strong communication, presentation, and facilitation skills
• Strong partnership skills and influence with business partners within the business unit context
• Strong organizational and communication skills with the ability to convey complex ideas into clear directions and results
• Strong negotiation skills
• Proactive, demonstrated ability to challenge the status quo and drive timely decisions
• 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 focus on ITSM platforms (e.g., ServiceNow, BMC Remedy, Cherwell)
• Experience leading global/diverse teams and large-scale ITSM transformations

Additional Information

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

Organization Overview

Lilly IT builds and maintains capabilities using cutting-edge technologies. Lilly IT redefines what’s possible through tech to advance our purpose—creating medicines that make life better for people around the world, including data-driven drug discovery and connected clinical trials. The Digital Core team leads the company’s technology strategy and enables the global workforce and business to operate and transform.

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce and ensures equal opportunities in our hiring process. If you require accommodation to submit a resume, please complete the accommodation request form. 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.

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location. The anticipated wage for this position is $123,000 – $180,400. Full-time employees are eligible for a company bonus and a comprehensive benefits program, including 401(k), healthcare, and well-being benefits. Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs at its discretion.

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