Lilly Consultant-IT in Indianapolis, Indiana



The Service Management Service Delivery consultant will lead the delivery of the ServiceNow strategy realization, service roadmap, and associated activities. This role will act as execution lead and technical liason between the Service Management Architects and customer projects / consulting. The successful candidate will have a mix of communication, leadership skills, and technical skill set.

Key Objectives/Deliverables:

  • Deliver a portfolio of Service Management activities / projects understanding the various connections and integrations between the projects

  • Drive, as Execution Leader, Level 1 & 2 Service Now projects to ensure successful delivery on time, on budget, meeting the business & technical requirements

  • Partner with the Service Management Architects to understand, at a high level, the service strategy in order to create and lead the Service Management Portfolio, e.g relationship and opportunities to deliver both the CMDB refresh & Service Mapping

  • Collaborate with both internal and external Service Management partners providing consulting and assistance

  • Mentor / coach the Service Management team in strategic delivery, OCM opportunities, and service oversight

  • Influence other service areas in adoption of ServiceNow standard methodologies and new implementations / functionality

  • Act as Execution Leader of the annual system release / upgrade

  • Identify service and process improvement opportunities, working with the ops team and vendor partners to successfully implement

  • Understand work you're doing in scope of the vendor contracts to provide oversight of the outsourced support staff

Req ID:


Additional Skills/Preferences:

  • 5+ years of experience as a Service Management Administrator (ServiceNow, Clarify, Remedy, etc.)

  • ServiceNow system administration training and experience

  • Knowledge of Service Management business environment, culture and requirements

  • IT service portfolio management and OCM experience

  • Technical capability and ability to translate desired business outcomes into Service Management framework

  • A high learning agility to keep up with ever-changing business needs,

  • architecture changes, vendor/supplier offerings and service changes; Ability to work in a dynamic, agile environment where needs and priorities can change with tight deadlines

  • Experience translating ambiguous concepts into actionable plans

  • Ability to accomplish results through others, particularly by establishing relationships,

  • effective controls and monitoring processes

  • Strong verbal and written communication skills with the ability to clearly articulate ideas and direction to management, architects, and the support staff

  • Functional knowledge of IT infrastructure

  • Applied knowledge of ITIL v3

  • Collaborating, partnering, and mentoring / influencing skills within the team and across functional IT areas.

Additional Information:

  • Position is located at LCC. Must be willing to (at times) work extended hours, weekends, and participate in evening meetings given global nature of work.

  • 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.


Service Management Administrator

Job Category:

Information Technology

Basic Qualifications:

  • Bachelors Degree

  • ITIL v3 Foundation Certification

  • 5+ years of service management experience

  • 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 employment position.

Company Overview:

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 39,000 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.





State / Province:



North America