Manager, Request Operations Business Analyst
Bristol Myers Squibb
August 13, 2026
Remote friendly (Princeton, NJ)
United States
Operations
Position Summary
- Manage and deliver Request Management Operations. Lead/coordinating complex initiatives across Request Management, reporting to Director, ITSM. Act as integration point across Product, Platform, Risk, Learning, and technical teams to align scope, unblock delivery, and meet commitments with urgency.
Desired Candidate Characteristics
- Commitment to technology and passion for healthcare
- Understand business needs; deliver best user experience and adoption
- Collaborate across multiple teams; demonstrated leadership
- Excellent communication; innovative/inquisitive mindset
- Agility to learn new tools and processes
Key Responsibilities
- Manage day-to-day Request Catalog Operations (consultations, changes, incidents, catalog lifecycle)
- Lead end-to-end Request Integration initiatives
- Intake, categorize, and prioritize new catalog items/changes
- Define/document business requirements; consult catalog owners
- Enforce best practices for request process and catalog form configuration
- Ensure catalog content is current, high quality, and aligned with strategy/business needs
- Provide technical design/solutions; configure items via ServiceNow Item Builder
- Perform/coordinate UAT for new items/changes and for annual ServiceNow upgrades, monthly releases, and enhancements
- Coordinate UAT defect/incident resolution; monitor performance and drive process improvements
Qualifications & Experience
- 5–6 years IT Operations; BA/BS Computer Science preferred
- ServiceNow certifications a plus
- ITIL v3/v4 Foundation required; project management/process improvement skills a plus
- Strong service management understanding (request catalog, processes, user experience)
- Detail-oriented, analytical, works in ambiguity; self-directed with mature, data/process-based decisions
Ideal Candidates Would Also Have
- Experience defining/measuring business outcomes
- Ability to elicit complex requirements (business/IT)
- End-to-end analysis to deployment/support; ServiceNow Request Catalog improvement delivery
Compensation Overview
- Princeton, NJ: $94,180–$114,124 (plus possible incentives/stock based on eligibility)
Application Instruction
- If the role interests you but doesn’t perfectly match your resume, apply anyway.
- Manage and deliver Request Management Operations. Lead/coordinating complex initiatives across Request Management, reporting to Director, ITSM. Act as integration point across Product, Platform, Risk, Learning, and technical teams to align scope, unblock delivery, and meet commitments with urgency.
Desired Candidate Characteristics
- Commitment to technology and passion for healthcare
- Understand business needs; deliver best user experience and adoption
- Collaborate across multiple teams; demonstrated leadership
- Excellent communication; innovative/inquisitive mindset
- Agility to learn new tools and processes
Key Responsibilities
- Manage day-to-day Request Catalog Operations (consultations, changes, incidents, catalog lifecycle)
- Lead end-to-end Request Integration initiatives
- Intake, categorize, and prioritize new catalog items/changes
- Define/document business requirements; consult catalog owners
- Enforce best practices for request process and catalog form configuration
- Ensure catalog content is current, high quality, and aligned with strategy/business needs
- Provide technical design/solutions; configure items via ServiceNow Item Builder
- Perform/coordinate UAT for new items/changes and for annual ServiceNow upgrades, monthly releases, and enhancements
- Coordinate UAT defect/incident resolution; monitor performance and drive process improvements
Qualifications & Experience
- 5–6 years IT Operations; BA/BS Computer Science preferred
- ServiceNow certifications a plus
- ITIL v3/v4 Foundation required; project management/process improvement skills a plus
- Strong service management understanding (request catalog, processes, user experience)
- Detail-oriented, analytical, works in ambiguity; self-directed with mature, data/process-based decisions
Ideal Candidates Would Also Have
- Experience defining/measuring business outcomes
- Ability to elicit complex requirements (business/IT)
- End-to-end analysis to deployment/support; ServiceNow Request Catalog improvement delivery
Compensation Overview
- Princeton, NJ: $94,180–$114,124 (plus possible incentives/stock based on eligibility)
Application Instruction
- If the role interests you but doesn’t perfectly match your resume, apply anyway.