Associate Director, IT Service Management & Process – Remote

Associate Director, IT Service Management & Process – Remote Shape how IT works at JAX—modernizing ServiceNow, strengthening enterprise IT practices, and building the processes that make technology simpler, more resilient, and more effective. The Associate Director, IT Service Management & Process, leads JAX's IT service management platform and process governance functions. The role owns the ServiceNow platform; the ITSM/ITIL framework and process design across the IT organization; the Configuration Management Database CMDB); Agile/DevOps process maturity; Disaster Recovery and core IT process governance; and the enterprise vendor & third-party risk program. Key Responsibilities & Essential Functions Own the ServiceNow platform, including strategy, roadmap, administration, integrations, upgrades, and vendor management. Drive platform adoption, automation, self-service, and continuous improvement across IT. Own and mature JAX’s ITSM/ITIL framework and core processes, including incident, request, change, problem, knowledge, and service-level management. Establish clear process ownership, performance measures, and continuous improvement across IT. Own the CMDB and configuration management strategy, standards, data quality, and integrations. Ensure accurate service and configuration data supports effective IT operations, risk management, and decision-making. Lead IT Disaster Recovery and business continuity planning, governance, and testing. Partner with technology and business owners to maintain recovery requirements, address gaps, and ensure organizational readiness. Lead the technology vendor and third-party risk program, including risk assessment, onboarding, monitoring, and offboarding. Partner with Security, Procurement, Legal, Compliance, and business owners to identify and manage third-party risks. Establish and improve IT processes, standards, controls, metrics, and reporting across the organization. Partner with technology teams to mature Agile/DevOps practices, simplify processes, increase automation, and support regulatory and audit requirements. Drive knowledge management, training, and adoption of consistent IT practices. Lead and develop the ITSM & Process team and manage the function’s budget, vendors, and priorities. Serve as a key partner to IT leadership, driving cross-functional alignment, accountability, service quality, and continuous improvement. Knowledge, Skills, and Abilities Demonstrated experience designing, implementing, governing, and continuously improving enterprise ITSM/ITIL processes. Significant experience with ServiceNow or a comparable enterprise service-management platform, including platform governance, administration, implementation, workflow design, integrations, and roadmap management. Demonstrated experience architecting, implementing, or managing an enterprise CMDB and configuration management capability. Experience with Disaster Recovery, technology business continuity, and recovery testing. Experience establishing or operating technology vendor and third-party risk management processes. Experience developing operational KPIs, service-level measures, dashboards, and management reporting. Demonstrated ability to lead complex cross-functional initiatives where accountability spans multiple technology teams. Strong analytical, organizational, communication, facilitation, and stakeholder-management skills. Demonstrated commitment to customer experience, service quality, and continuous improvement. ITIL/ITSM certification preferred; ServiceNow administration/implementation and business-continuity (e.g., CBCP) credentials a plus. Bachelor's degree in Computer Science, Information Systems, or a related field required. Master’s degree preferred. Minimum of 5 years of relevant professional experience required; 7 or more years of progressive experience preferred. Minimum of 5 years of supervisory or people leadership experience required; 7 or more years of leadership experience preferred. Pay range: $113,718 - $190,388 #CA-EH8 About JAX: The Jackson Laboratory is an independent, nonprofit biomedical research institution with a National Cancer Institute-designated Cancer Center and nearly 3,000 employees in locations across the United States (Maine, Connecticut, California), Japan and China. Its mission is to discover precise genomic solutions for disease and empower the global biomedical community in the shared quest to improve human health. Founded in 1929, JAX applies over nine decades of expertise in genetics to increase understanding of human disease, advancing treatments and cures for cancer, neurological and immune disorders, diabetes, aging and heart disease. It models and interprets genomic complexity, integrates basic research with clinical application, educates current and future scientists, and provides critical data, tools and services to the global biomedical community. Bar Harbor: The Jackson Laboratory's 43-acre scenic Bar Harbor campus is nestled between the Gulf of Maine and the mountains of Acadia National Park. Some of the best hiking and biking in the world (over 50 square miles of mountains, lakes, views, and dramatic coastline) is accessible from our campus. We are one mile from downtown Bar Harbor, which offers a vibrant downtown district with a plethora of restaurants, shops, museums, and galleries. Ellsworth: The Charles E. Hewett Center in Ellsworth, Maine, is a state-of-the-art facility that serves researchers world wide. The facility represents the culmination of nine decades of unmatched experience and leadership in breeding and caring for laboratory mice. Ellsworth, Maine, is one of Maine’s fastest growing cities. With a growth rate of nearly 20%, Ellsworth is a bustling year-round community and acts as a hub for surrounding towns. It is located nearby Acadia National Park and hosts numerous special events, concerts and festivals each year. Residents have access to fabulous shopping, recreation, museums, galleries, and dining at a variety of independent restaurants. Farmington: JAX Genomic Medicine is transforming medicine by improving patient care, lowering costs, and increasing life span and health span. JAX Genomic Medicine’s research focuses on the complex genetic causes of disease and on the development of genomic solutions tailored to each person's unique genetic makeup. JAX Genomic Medicine sits on a 17-acre site on the campus of the University of Connecticut Health Center. The 183,500-square-foot facility opened in the fall of 2014. Now, it houses over 300 biomedical researchers, technicians, and support staff in state-of-the-art computing facilities and laboratories. In Connecticut, JAX resides in the scenic town of Farmington, in the state’s capitol region. The Hartford region, which offers some of the best public schools in the country, is made up of both bigger cities and smaller, charming historic New England towns. JAX Genomic Medicine is also geographically located within 2 hours of Boston and New York and is close to multiple transportation systems, including bus lines, highways, railroads and international airports. Sacramento: The JAX® Mice, Clinical and Research Services facility is located in Sacramento, the state capital of California. Sacramento is less than a two-hour drive from San Francisco, Napa Valley, and scenic Lake Tahoe, and a short flight to both Los Angeles and Orange County. Sacramento is the birthplace of the nation’s Farm to Fork movement, and offers excellent restaurants, gastro-pubs, wineries, theaters, and museums. Outdoor activities are plentiful: Boating, white water rafting, and riding the scenic bicycle trails are popular. Housing and other costs of living are more affordable in Sacramento and its surrounding suburbs than in most other neighboring areas in the North Bay, making Sacramento one of the hottest housing markets in the country year after year. Augusta: JAX’s Maine Cancer Genomics Initiative (MCGI) is located in Augusta, Maine, in the Harold Alfond Center for Cancer Care (HACCC), at Maine General Hospital. It began operations in 2016 with three overarching goals: to provide cancer genomic testing for Maine cancer patients; to develop and deliver physician education about clinical genomic cancer diagnostics; and to build a network in Maine of oncology practices conducting studies in genomic medicine.