Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.

Position overview:      

Insulet is a leading developer and manufacturer of wearable, connected medical devices and is seeking a skilled IT Service Management professional to manage the evolution of our ITIL based service delivery solution and CMDB Program. You will work closely with multiple stakeholders across Insulet Corporation to lead the implementation of new services and the development of new processes within the ServiceNow roadmap. Candidates shall possess demonstrated experience implementing innovative Service Desk strategies, in concert with prior success collaborating with IT and R&D teams. This role will leverage innovative tools and communication solutions that improve ServiceNow capabilities to enable the IT Service Delivery team to provide outstanding quality of service across global Service Desk contacts. This role requires a strong aptitude for systematic problem-solving coupled with a strong sense of urgency, process improvement, and measured ITSM outcomes.

Responsibilities:

• Define, manage, and deliver complex technology projects/programs based on ServiceNow’s platform and products suite including ITSM, CMDB, ITOM, etc..
• Lead current and future ITSM technology optimization and innovation leveraged for global service excellence
• Contribute to the development and implementation of the portfolio delivery roadmaps
• Manage the simultaneous delivery of a portfolio of projects and/or multi workstream programs from inception to closure
• Responsible for improving Insulet ITSM Program (Incident/Change/Problem) and aligning with ITIL Framework
• Manage the design and deployment of Insulet’s CMDB Program to support positive data driven outcomes
• The ability to build deep and lasting relationships with key stakeholders and team members to enhance the reputation of ServiceNow team
• Work as part of cross-functional team to implement environments management solution to support agile, integrated development
• Manage the team of ServiceNow developer/analysts and consultants
• Perform other duties as required

Education / Experience / Skills:

• Bachelor’s degree in Computer Science, System Administration, or equivalent experience
• 12+ years demonstrated work experience implementing enterprise configuration management processes and workflows
• Experience leveraging ServiceNow for configuration management, change management and service delivery
• Strong understanding of industry standard change management processes and experience implementing them within an enterprise
• Experience building and maintaining relationship maps of all business services, applications, and related IT assets across dev, QA and production environments.
• Experience managing process across different functions and departments at large scales
• Experience building and managing teams that include engineers, analysts and project managers
• Excellent communications skills and extensive experience working with technical teams and management
• Experience with Agile and SAFe software development methodologies
• Experience in supporting software platforms in a regulated environment (SOX, HIPAA, GDPR)

Preferred Qualifications:

• ITIL v3 and/or current ITSM framework training and certifications
• ServiceNow certifications a plus

NOTE: This position requires on-site work from an Insulet office at Guadalajara Location; may work remotely other days). #LI-Hybrid