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ServiceNow Business Associate

Indianapolis, Indiana

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Req ID R-33270 Title ServiceNow Business Associate City Indianapolis State / Province Indiana Country United States

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.

Organization Overview

At Lilly, we serve an extraordinary purpose. We make a difference for people around the globe by discovering, developing and delivering medicines that help them live longer, healthier, more active lives. Not only do we deliver breakthrough medications, but you also can count on us to develop creative solutions to support communities through philanthropy and volunteerism.

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 preferably in Information Technology or Computer Systems related field
  • Pharma/Regulated Industry Experience
  • Proven team player with the ability to work in a dynamic environment, where needs and priorities can change
  • Qualified candidates must be legally authorized to be employed in the United States. Lilly does not anticipate providing sponsorship for employment visa status (e.g., H-1B or TN status) for this position

Additional Skills/Preferences:

  • Understanding of Software Development Lifecycle
  • Experience with user stories, business requirements and technical writing
  • Ability to build strong business relationships, work across diverse teams, learn new business processes and identify opportunities for improvement
  • Strong Learning agility
  • ServiceNow platform experience is a plus
  • Knowledge of ITSM and ITIL concepts
  • Awareness of user experience and delivering capabilities for the business
  • Desire to learn about new functionality and platform releases
  • Excellent communication skills

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 ( Lilly_Recruiting_Compliance@lists.lilly.com ) 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.

Our employee resource groups (ERGs) offer strong support networks for their members and help our company develop talented individuals for future leadership roles. Our current groups include: Africa, Middle East, Central Asia Network, African American Network, Chinese Culture Network, Early Career Professionals, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinos at Lilly, PRIDE (LGBTQ + Allies), Veterans Leadership Network, Women’s Network, Working and Living with Disabilities. Learn more about all of our groups.


As a condition of employment with Eli Lilly and Company and its subsidiaries in the United States and Puerto Rico, you must be fully COVID-19 vaccinated and provide proof of vaccination satisfactory to the company (subject to applicable law). 

#WeAreLilly

To submit resume, visit https://www.lilly.com/careers and apply to Req ID R-33270.

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.

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