AstraZeneca
Biopharmaceutical
ServiceNowPlatformOperationsLead
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“ServiceNow Platform Operations Lead at AstraZeneca. Skills: ServiceNow Platform Operations, Team Leadership, ITSM. Oversee day-to-day operations of ServiceNow platform. Ensure platform availability, performance, and reliability”
Industry & Context.
Root cause analysis; Troubleshooting
On call for emergencies
What They're Looking For.
Must Have
5+ Years of ServiceNow experience, 10+ Years of IT Experience, 5+ years working experience in ServiceNow with hands-on working experience in ITSM module, working experience on at least 2 other ServiceNow modules, familiar with platform upgrades, familiar with ITIL process
Nice to Have
Experience mentoring junior technical team members, Experience operating in a follow-the-sun or global shared-services support model, Experience providing daily hands-on technical guidance alongside people management responsibilities, Exposure to AI and automation capabilities
What You'll Do.
Oversee day-to-day operations of ServiceNow platform
Ensure platform availability
Monitor system health and performance
Identify and address platform issues
Implement platform maintenance best practices
Lead ServiceNow administrators
and mentorship to team members
Collaborate with business units on ServiceNow needs
Oversee platform configurations
Ensure adherence to development best practices
Manage and document platform changes
Ensure changes are tested
Implement change management processes
Oversee resolution of platform incidents
Oversee resolution of platform problems
Analyze root causes of recurring issues
Implement preventive measures for issues
Plan and coordinate platform upgrades
Plan and coordinate platform releases
Manage integrations between ServiceNow and other systems
Ensure smooth data flows
Troubleshoot integration issues
Implement security policies on ServiceNow
Enforce security policies on ServiceNow
Ensure compliance with regulations
Ensure compliance with standards
Develop reporting solutions within ServiceNow
Maintain reporting solutions within ServiceNow
Develop analytics solutions within ServiceNow
Maintain analytics solutions within ServiceNow
Create documentation for platform configurations
Create documentation for platform processes
Create documentation for platform procedures
Maintain documentation for platform configurations
Maintain documentation for platform processes
Maintain documentation for platform procedures
Provide training to end-users
Provide training to team members
Manage relationships with ServiceNow vendors
Manage relationships with third-party vendors
Stay informed about platform updates
Stay informed about new platform features
Stay informed about platform trends
Monitor system performance
Conduct regular performance testing
Optimize platform for efficiency
Optimize platform for scalability
Create budget for ServiceNow platform operations
Manage budget for ServiceNow platform operations
Evaluate platform performance
Evaluate user satisfaction
Identify areas for improvement
Implement process enhancements
Implement new features for operational excellence
Be on call for emergencies
Be on call for incidents
Operate within a follow-the-sun support model
Ensure structured daily handovers with partner teams
Maintain service continuity
Maintain consistent documentation across geographies
Maintain clear escalation paths across geographies
Support adoption of AI-enabled capabilities
Support integration of AI-enabled capabilities
Contribute to expanding platform capabilities
How You'll Work.
Team & Collaboration
Partnering with teams in India; Global follow-the-sun support; Structured daily handovers
Full Job Description
AstraZeneca is a global biopharmaceutical organization dedicated to the discovery, development and commercialization of prescription medicines for some of the world's most serious diseases. We are one of only a handful of pure-play biopharmaceutical companies to span the entire value chain of a medicine — from discovery, early- and late-stage development, to manufacturing, distribution, and the global commercialization of primary care and specialty care medicines that transform lives. Our IT & Digital organization is central to enabling that mission. We invest in scalable enterprise platforms that power how we work, deliver services, and drive operational efficiency across the globe — and ServiceNow is one of those critical platforms. **About This Role** This position is based in our **Guadalajara, Mexico** center and plays a critical role in the global delivery of our ServiceNow platform. You will lead a team of 4–5 platform professionals, providing **daily hands-on management, technical mentorship, and coaching** to support their professional growth and technical maturity. You will operate in a **global follow-the-sun support model** , partnering closely with teams in India to ensure seamless, structured handovers and continuous service delivery across regions. As the platform evolves, you will help drive adoption of **new capabilities including AI-enabled features** , contributing to the platform's strategic growth across the organization. A ServiceNow Platform Operations Lead plays a critical role in managing and maintaining the ServiceNow platform within an organization. This platform is widely used for IT service management (ITSM), as well as various other business process automation and service management tasks. **The primary responsibilities of a ServiceNow Platform Operations Lead may include:** * **Platform Management:** Oversee the day-to-day operations of the ServiceNow platform, ensuring its availability, performance, and reliability. Monitor system hea
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