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Lead Consultant - ServiceNow Knowledge Management

Lieu Chennai, Tamil Nadu, Inde Job ID R-134032 Date de publication 03/24/2022



Leverage technology to impact patients and ultimately save lives

Do you have expertise in, and passion for, information technology? Would you like to apply your expertise to impact the IT strategy in a company that follows the science and turns ideas into life changing medicines? If so, AstraZeneca might be the one for you!


AstraZeneca is a global, science-led, patient-focused biopharmaceutical company that focuses on the discovery, development and commercialisation of prescription medicines for some of the world’s most serious disease. But we’re more than one of the world’s leading pharmaceutical companies. At AstraZeneca we’re dedicated to being a Great Place to Work.


It’s a dynamic and results-oriented environment to work in – but that’s why we like it. There are countless opportunities to learn and grow, whether that’s exploring new technologies in hackathons, or redefining the roles and work of colleagues, forever. Shape your own path, with support all the way. Diverse minds that work cross- functionally and broadly together.


AstraZeneca IT is currently running a major transformation programme which consists of a number of workstreams working together to deliver IT- wide changes to our Operating Model, Organisation, Capabilities and ways of working, to underpin our IT2025 Strategy.

As part of new operating model, we are transitioning from an IT universe which currently consists of thousands of stand-alone applications, to a limited number of broad Enterprise Platforms, to drive re-use and commonality. Future IT products and applications will be built on these platforms demonstrating standard components, security frameworks, re-usable APIs etc. One of the first enterprise platforms to be established will be ServiceNow. We are seeking an experienced, highly motivated and articulate individual with experience in establishing and managing ServiceNow or similar platforms across global multinational enterprises. We are looking for a product manager with overall accountability to ensure the Knowledge product on the ServiceNow platform is delivering against the outcomes agreed and overall business strategy. The Product Manager will be responsible for other assigned future products as well. The role is responsible for ensuring the relevant products help the platform retains its integrity and is adopted successfully,

The role resides within the overall Enterprise Platforms space in our Enterprise Capabilities and Solutions (ECS) Function. ECS is a newly formed team, designed to be a key Centre for Enablement for Enterprise Platforms, Software Engineering, Testing, Hyper Automation, AR/VR and Application Maintenance. The role owns, in consultation with the relevant Business Product owner and Enterprise Architecture, the strategic direction and roadmap for the products in scope.

The role will help in transforming AstraZeneca’s ServiceNow landscape from a primarily IT-driven, centralized model, to a federated operating model, with key business-IT groups being able to demonstrate the platform, within established guardrails, across a wide variety of enterprise functions such as HR, Finance, Portfolio Management etc. The person in this role will need to be able to understand global, functional considerations and provide thought leadership and direction to the relevant ServiceNow products and opportunities for development. The incumbent will need to develop and implement the operational processes, key controls, governance mechanisms and work closely with Enterprise Architecture, as well as other technical and operational leadership teams to ensure successful implementation and adoption of the Knowledge product across the AZ ServiceNow Community.

They will work within a matrixed environment, leading, developing and engaging a hard-working team. Key partners need to be managed effectively to achieve this, including Knowledge product owners of the various central as well as federated product teams, enabling successful Agile, Platform-based ways of working. The Product Manager is responsible for creating roadmaps and continual improvement plans, working closely with appropriate Business and IT product owners. This role will provide subject matter expertise, owning product delivery from early concept to market and subsequent optimisation. This role plays a key role in Defect / Incident resolution and is equipped to mitigate significant and sustained impact to the business. As we expand ServiceNow as a strategic platform across the enterprise, the role will participate in delivering PoCs, assist in building business cases, set up expert teams to provide product related expertise to the new projects /business areas.

Typical Accountabilities

  • Work closely with senior partners across a number of business areas and supplier partners to help develop and deliver new and exciting solutions on an enterprise level

  • Work with the ServiceNow platform team, Platform Owner, Platform Architect, Enterprise Architecture, and the wider Product Manager team to find the best solutions for the company

  • Work closely with the Demand Manager and senior partners to create a prioritised backlog of work at an enterprise level

  • Developing, nurturing and working alongside a strong team that is growing and leading the services

  • Win over hearts and minds as your service is intrinsically linked to supporting the digital and cultural transformation

  • Support employees by challenging poor practices/the status quo, whilst building meaningful relationships allowing influence across internal and external customer groups

  • Constantly innovate, utilising standard platform features and enablers to nurture and grow the platform to deliver value to the business

  • Participate in the Product Manager sync, and successfully influence a team of Product Managers and be able to coach them towards a product attitude and set of behaviours of learn and develop

  • Overall responsibility for the product implementation from experience, adoption, benefits and outcomes perspective

  • Understand global, functional considerations and provide thought leadership and direction to Product opportunities and development

  • Deliver effective L2/L3 Support & Service Management, ensuring key service metrics and KPIs are maintained and improved for products in scope

  • Contribute to the establishment of federated versus central development, including standards and guardrails and ensuring adherence.

  • Work closely with enterprise integration team to ensure appropriate data and application integration approaches and API strategies for relevant products.

  • Contribute to the test and release automation strategy, setting up and maintaining automated test sets, partnering with the ECS Testing team

  • Proactive identification of product enhancements (including non-functional), lead argument / return on investment proposals in relation to platform enhancements

Education, Qualifications, Skills and Experience


  • Must have managed global teams and budgets with strong People, Team Leadership and Management skills

  • Change agent, leading the way, in establishing one of the first truly enterprise-scale platforms at AZ

  • Experience in establishing ServiceNow product team teams in global, multi-national and multi-functional settings

  • Must have strong partner and vendor management skills; Positive relationship building

  • Technical background and strong decision-making capability

  • Excellent communication and influencing skills

  • ServiceNow Platform Knowledge

  • The ability to influence without hierarchical management

  • Experience of working within a global organisation in a matrixed and federated operating model and organisational design, as part of the wider IT function


  • Degree or equivalent in computing/engineering

  • Enterprise Application Integration background

  • Biopharmaceutical industry experience


We’re a network of high-reaching self-starters who contribute to something far bigger. We enable AstraZeneca to perform at its peak by delivering premier technology and data solutions.

We’re not afraid to take ownership and run with it. Empowered with unrivalled freedom. Put simply, it’s because we make a significant impact. Everything we do matters.


Are you already envisioning yourself joining our team? Good, because we’d love to hear from you! Click the link to apply and we’ll be in touch as soon as we can.


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We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorisation and employment eligibility verification requirements.

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