Senior Manager, Service Management – ServiceNow Platform (ServiceNow)

Location: Hybrid role based in Cambridge, Massachusetts, United States

Base compensation: $140,000–$187,250 per year

Company

hirify.global is a mid-sized biotechnology company developing life-changing medicines and operating with a global focus on scientific and organizational excellence.

What you will do

• Lead the design, architecture, implementation, and delivery of ServiceNow platform solutions and modules.
• Strengthen global service management capabilities across Enterprise IT Services and Enterprise Application Services.
• Translate IT, business, security, and compliance requirements into technical architectures, implementation roadmaps, integrations, and operational processes.
• Lead requirements elicitation, requirements reviews, design proposals, and implementation planning with business owners, product owners, engineers, vendors, and project teams.
• Guide operational support teams and coordinate delivery across HR, cybersecurity, infrastructure, risk, privacy, quality, and business functions.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 10+ years of overall IT experience and 8 years of ServiceNow implementation experience.
• Deep knowledge of ServiceNow architecture, CMDB, multi-workflow integrations, ITSM, ITOM, HRSD, IRM/GRC, and CSM.
• Experience with functional and user requirements gathering, documentation, project delivery, stakeholder management, and cross-functional collaboration.
• ITIL v3/v4 Foundation certification or higher; advanced ServiceNow credentials such as CIS, CAD, CTA, or CMA are preferred.
• Experience with JavaScript, Jira, Microsoft Office tools, Agile/Scrum/SAFe, risk mitigation, and team management.

Nice to have

• Master’s degree in Computer Engineering or Business Management.
• Experience implementing ServiceNow AI capabilities, including Virtual Agent, AI Search, Now Assist, Predictive Intelligence, AIOps, and AI Agents.
• GxP compliance experience in the biopharmaceutical industry.

Culture & Benefits

• Hybrid work environment within a global biotechnology organization.
• Medical, dental, vision, life, disability, fitness, and wellness benefits.
• Paid vacation, company holidays, end-of-year shutdown time, sick time, and parental leave.
• 401(k) matching, employee stock purchase plan, and short- and long-term incentive opportunities.
• Tuition reimbursement of up to $10,000 per calendar year and access to employee resource groups.