ServiceNow Architect / Process Owner

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Job Title: ServiceNow Architect / Process Owner

Location: Lebanon, Indiana (Onsite)

Job Type: Contract

Domain: Life Sciences & Pharma

Job Overview

We are seeking an experienced ServiceNow Architect / Process Owner to lead the design, implementation, and governance of the ServiceNow platform within a highly regulatedGxP/GMP environment. This role will be responsible for driving CMDB architecture, workflow automation, system integrations, and ensuring compliance with industry regulations including 21 CFR Part 11.

Key Responsibilities

• Own and manage ServiceNow platform design, configuration, and governance for the Automation department
• Architect and maintain CMDB structure, CI relationship models, and data quality standards
• Design and implement workflows for Incident, Problem, Change, and Knowledge Management
• Develop and manage integrations between ServiceNow and systems such as DeltaV, PI Historian, Rockwell FactoryTalk, CyberArk, Active Directory, and Power BI
• Implement automated access request workflows and role-based access controls
• Build dashboards, analytics, KPI tracking, and SLA reporting within ServiceNow
• Ensure compliance with GMP standards, audit readiness, and 21 CFR Part 11 requirements
• Collaborate with CSV/Validation teams to ensure proper system validation and documentation
• Support CMDB data stewardship activities including data accuracy, reconciliation, and governance
• Develop user training materials and support change management initiatives
• Define and support CSV/Validation scope for ServiceNow platform

Required Qualifications

• Proven experience as a ServiceNow Architect, Process Owner, or Administrator
• Strong expertise in ITIL processes (Incident, Problem, Change, Knowledge, CMDB)
• Hands-on experience with ServiceNow configuration, workflow design, and integrations
• Experience working in regulated environments (GxP/GMP)
• Knowledge of 21 CFR Part 11, electronic records, and audit trails
• Experience with CMDB design and CI relationship modeling

Preferred Qualifications

• Experience with automation/control systems such as DeltaV, PI Historian, Rockwell FactoryTalk
• Integration experience with CyberArk, Active Directory, and Power BI
• Exposure to manufacturing or pharmaceutical IT environments
• Familiarity with CSV (Computer System Validation) processes

Soft Skills

• Strong communication and stakeholder management skills
• Ability to work cross-functionally with IT, Automation, and Quality teams
• Detail-oriented with a focus on compliance and data accuracy
• Proactive problem-solving and process improvement mindset