ITSM Platform/Product Owner

Zoetis

Platform Owner leading the ServiceNow ecosystem within Zoetis to improve service outcomes. Focusing on platform governance and integration with adjacent delivery tooling.

Posted 6/5/2026full-timeRemote • New Jersey • 🇺🇸 United StatesSeniorLead💰 $146,000 - $209,000 per yearWebsite

Tech Stack

Tools & technologies

ITSMSDLCServiceNow

About the role

Key responsibilities & impact

Own the ServiceNow platform roadmap from a tooling standpoint (configuration, development, integrations, upgrades, and platform health), aligning delivery to business and IT priorities.
Partner with process owners (Incident/Change/Request/Problem/Knowledge/CMDB, etc.) to implement and continuously improve tooling capabilities that enable their operating models (without owning the processes themselves).
Establish and maintain tooling governance: configuration standards, SDLC controls, release management, environment strategy, audit readiness, and platform KPI reporting.
Lead configuration and development of ServiceNow modules and platform capabilities (e.g., workflows, catalog items, automation, notifications, roles, forms, UI policies, data policies, reporting/dashboards).
Own integration architecture and delivery for ServiceNow and adjacent enterprise systems using supported patterns (APIs/web services, SSO, directory/LDAP, identity and governance platforms), including ongoing monitoring and operational support for integrations.
Lead tooling enablement for the Service Catalog / Self-Service experience (structure, request models, fulfillment workflows, UX), in partnership with service owners and operational teams.
Provide tooling ownership and governance configuration for adjacent service delivery technologies such as Jira (as applicable): configuration standards, project/service template governance, workflow schemes, integration patterns, and reporting alignment with ServiceNow.
Define and maintain the toolchain interoperability strategy (ie, ServiceNow ↔ Jira ↔ identity ↔ monitoring ↔ asset/data sources), ensuring consistent data definitions, reliable integrations, and clear ownership for shared fields and master data.
Lead the ITSM tooling support team responsible for planning, development, testing, releases, and platform support for the ServiceNow ecosystem.
Manage vendor and partner delivery for platform development and integrations; ensure outcomes meet architecture standards, security/compliance needs, and operational expectations.
Own the CMDB platform configuration and data governance enablement (data model, relationship model, integrations/data mapping, data quality controls, and reporting) in partnership with risk/compliance and technical domain owners.
Implement and maintain platform controls that support auditability, resiliency, disaster readiness, and segregation of duties across environments and releases.

Requirements

What you’ll need

Bachelor’s degree in information technology, Computer Science, Engineering or related field;
10–12+ years overall IT experience with progressive responsibility across enterprise platforms and service delivery.
5+ years leading ServiceNow platform work in a product ownership / platform leadership capacity (roadmap, configuration, development, upgrades).
Demonstrated hands-on experience delivering configuration and custom development on ServiceNow (workflows, catalog, data model/CMDB, reporting/PA, access controls).
Experience establishing and enforcing platform governance: SDLC, release/change controls, environment strategy, code/config management, testing, and audit readiness.
Experience in regulated environments (pharma/animal health or similar) and working with compliance, risk, and audit teams (preferred)

Benefits

Comp & perks

healthcare and insurance benefits beginning on day one
a 401K plan with a match and profit-sharing contribution from Zoetis
4 weeks of vacation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ServiceNowconfigurationdevelopmentintegrationsSDLCrelease managementdata governanceworkflowsreportingAPIs

Soft Skills

leadershipcollaborationcommunicationgovernanceplanningproblem-solvingorganizational skillsstrategic thinkingvendor managementteam management