ITSM Process Owner

 POSITION SUMMARY:
 
We are seeking an experienced ITSM Process Owner to support the establishment and governance of a consistent IT Service Management (ITSM) practice across our ZTD organization. This hands-on role will contribute to the design, implementation, and optimization of organization-wide approaches to incident, problem, change, release, and configuration management, with an initial focus on major incident management. The specialist will help create and champion a single, consistent ITSM process, ensure process adherence is measurable, contribute to ongoing reporting and actionable insights, and foster continuous improvement and a culture of service excellence through stakeholder engagement
 
POSITION RESPONSIBILITIES:

• ITSM Process Ownership & Design.

• Develop, implement, and continuously improve a unified ITSM process framework for incident, problem, change, release, and configuration management.

• Lead the design and rollout of a single, robust major incident management process across all technology functions.

• Ensure processes are documented, scalable, and aligned with industry best practices (e.g., ITIL).

• Governance & Compliance

• Establish and maintain governance structures to ensure process adherence and accountability.

• Define and monitor key performance indicators (KPIs) and metrics to measure process effectiveness, compliance, and improvement.

• Regularly assess process maturity, identify gaps, and drive initiatives for continuous improvement.

• Stakeholder Engagement & Change Management

• Collaborate with technology leaders and teams to ensure buy-in and adoption of standardized ITSM processes.

• Facilitate training, workshops, and communications to promote process understanding and engagement.

• Act as a change agent, championing a culture of process excellence and service management.

• Reporting & Communication: Provide regular reporting on process adherence, major incident trends, and improvement initiatives to senior leadership.

• Communicate process changes, updates, and best practices across the organization.

EDUCATION AND EXPERIENCE:

• Bachelor’s in Computer Science, Business Administration, or other related field or equivalent work experience.

• 5+ years experience in working with ITSM and ITIL frameworks.

 
TECHNICAL SKILLS REQUIREMENTS:

• Proven experience leading ITSM initiatives in a complex, multi-functional technology environment.

• Understanding of ITSM frameworks (ITIL certification preferred).

• Strong process design, implementation, and governance skills.

• Demonstrated ability to drive change and influence stakeholders at all levels.

• Experience with ITSM tools/platforms (e.g., ServiceNow, Jira Service Management).

• Excellent communication, facilitation, and interpersonal skills.

• Analytical mindset with experience defining and tracking KPIs.

The U.S. base salary range for this full-time position is $105,000 to $151,000. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the base pay target range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

This position is also eligible for short-term incentive compensation.

In addition to compensation, Zoetis offers a comprehensive benefits package that supports the physical, emotional and financial wellbeing of our colleagues and their families including healthcare and insurance benefits beginning on day one, a 401K plan with a match and profit-sharing contribution from Zoetis, and 4 weeks of vacation.

Visit zoetisbenefits.com to learn more.

Full timeRegularColleague

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