Associate-ServiceNow Business Consultant

Job Description

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 35,000 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.

Responsibilities

Our partners are productive and empowered through the delivery of our innovative technology, and robust and consistent customer service. The ServiceNow Associate Business Consultant is a resource who possesses administrative capabilities and works across teams who deliver applications, new functionality, innovative solutions, and supports the entire development lifecycle. The ServiceNow Associate Business Consultant has a service and a business relationship management background and supports the long-term vision of IT Asset Management and Optimization.

Key Objectives/Deliverables

Engage with our Lilly ServiceNow team, cross functional IT partners, and vendors to maintain the ServiceNow platform and deliver new functionality.

This is achieved through:

• Understanding the current state and provides support for the design and project deliverables, by consulting across the ServiceNow platform team, the development team and vendors for communication, planning, documentation and deliverables of the solutions. This includes responsibilities for expanding the use of the platform for ServiceNow IT Operations Management (ITOM), IT Business Management (ITBM) and IT Asset Management for Software Asset application, along with Hardware Asset Management.
• Provides and supports activities for effective impact analysis of platform changes, with consistency and conformance to Standard Operating Procedures
• Work with the technical team to ensure awareness of the ServiceNow product developments/releases to maintain awareness of new functionality and how it should be leveraged
• Reviews, understands, and seeks to improve metrics, behaviors and delivery of services related to ServiceNow Configuration Management, Release Management and Service Catalog Management and other services, as needed
• Oversee trouble tickets and ServiceNow change requests to ensure vendors are appropriately following all CSV and local procedures. If concerns arise, the associate is responsible for resolving the concerns and/or escalating within Lilly Management.
• Uses standardized processes for requirements definition, analysis, design, construct, and test activities
• Strong verbal and written communications, along with the ability to articulate the ideas and recommendations to management, architects and cross-functional teams
• Reviews Service Level performance for business area and develops plans to resolve issues
• Applied knowledge of ITIL v3

Basic Qualifications:

• Bachelor’s Degree and 5 years of experience in IT
• 3+ years experience of the software development life cycle, spanning the entire lifecycle

Additional Skills/Preferences:

• Fluent in English for verbal and written communications, is essential
• Proven team player and the ability to work in a dynamic environment, where needs and priorities can change, with compressed deadlines
• Demonstrated ability to analyze, anticipate, and resolve complex issues (technical, operational, or business-related) through sound problem-solving skills.
• Effectively prioritize and escalate issues
• Motivation to educate self and others
• Proven ability to build relationships internally and externally
• Strong business partnership and thrives on executing process improvements in a fast paced, rapidly growing environment
• Must be collaborative in nature
• Ability to respect and work effectively with diverse groups

Eli Lilly and Company, Lilly USA, LLC and our wholly owned subsidiaries (collectively “Lilly”) are committed to help individuals with disabilities to participate in the workforce and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at Lilly, please email Lilly Human Resources ( [email protected] ) for further assistance. Please note This email address is intended for use only to request an accommodation as part of the application process. 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.