Manager, HR Service and Content

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At Bristol Myers Squibb, we are inspired by a single vision - transforming patients’ lives through science.In oncology, hematology, immunology and cardiovascular disease - and one of the most diverse and promising pipelines in the industry - each of our passionate colleagues contribute to innovations that drive meaningful change. We bring a human touch to every treatment we pioneer. Join us and make a difference.

As the Data Custodian and functional manager for the HR components of the enterprise-wide ServiceNow System, this role will primarily focus on the management and oversight of chatbot and lifecycle events functionality which are utilized across multiple functions in addition to within HR.

The Manager is responsible for supporting People Services (PS) usage and performance of ServiceNow HRSD functionality, supporting People Services team members and People Services Leadership Team as well as caring for stakeholders in the HR and wider BMS community. The Manager will also use data to identify issues, use large volumes of contact, time, and situational data to design tools and reporting, and will make recommendations for process design and continuous improvement activities based on data.

Primary responsibilities include, but are not limited to:

  • Collaborate with process owner(s) for global HR case, knowledge and content systems.
  • Ensure global standards are applied across all processes
  • Acts as HR representative multiple forums and meetings. Ensures system functionality meets the business needs globally with a focus on Compliance, Legal, Works Council and country-specific Data Privacy requirements, and defining and executing training and communications strategy. Includes participating in confirming requirements/RFP, tool selection, and identifying resource/operational requirements.
  • Support product implementations and upgrades for both PS operational systems in partnership with the IT team.
  • Responsible for testing plans and stakeholder training for the ServiceNow suite of applications, ensuring appropriate risk mitigation plans are in place and operating effectively for business-critical Human Resources processes.
  • Author validation documents to support business functional requirements and compliance for 21 CFR Part 11 guidelines.
  • Act as subject matter expert for applications owned and supported by People Services. Conduct workshops and consultations for internal stakeholders, partner with business units to develop functional processes for application use and adoption of new functionality. Create training materials.
  • Support the design, build, and distribution of key management indicator reports for overall People Services performance. Perform analysis of various data points, identify trends, and make recommendations to stakeholders for performance improvement initiatives.
  • Monitor and verify integrity and completeness of data collected and work with providers to ensure timely and accurate reporting.
  • Support self-service model for questions and issues related to PS technologies through creation of knowledge articles and frequently asked questions (FAQ) resource documents.
  • Research and update best practices within and outside the organization to benchmark service metrics and other relevant performance metrics
  • Collaborate with IT and vendors to understand evolving platform market space.
  • Create and maintain materials to support People Services engagement with stakeholders including Human Resources


Competencies - Knowledge, Skills, Abilities:
  • Experience working in a global, virtual environment
  • Experience with process or workflow automation and/or chat functionality, ServiceNow Lifecycle Event and/or Virtual Agent functionality experience a plus
  • Strong interpersonal skills and ability to build effective working relationships with internal and external stakeholders.
  • Strong listening/consulting skills with ability to influence others towards recommendations and outcomes.
  • Strong communication skills with ability to communicate effectively, verbally and in writing.
  • Strong track record in establishing and driving operational excellence
  • Ability to work effectively in a fast-paced environment and manage / prioritize multiple activities
  • Excellent analytical skills
  • Highly motivated and detail oriented in order to achieve and improve HR Service Center metrics and standards
  • Strong creative problem solving and critical thinking skills
  • Practical knowledge of regulations such European GDPR.
  • Previous work experience where attention to detail and personal accountability were critical to success.
  • Successful experience leading cross-functional interactions.
  • Proven ability to organize and prioritize multiple and diverse tasks; self-starter with comfort standing alone.


Experience - Responsibility and minimum number of years:
  • 2-4 years’ experience as a functional business owner and data custodian for a validated enterprise Case and/or Learning Management System (LMS).
  • 1-3 years’ experience with current BMS HR enabling systems: ServiceNow, Workday
  • ServiceNow HRSD administration experience strongly preferred
  • ServiceNow CIS-HR certification a plus
  • 1-2 years’ experience with Validation tools, such as QMAS/DocIt, HP ALM preferred
  • Certified Instructional Designer, or 1-2 years instructional design experience preferred
  • Experience and understanding of government regulations for data privacy, such as Works Council, GxP, and European GDPR


Qualifications - Degree/Certification/Licensure
  • Bachelor’s degree

Around the world, we are passionate about making an impact on the lives of patients with serious diseases. Empowered to apply our individual talents and diverse perspectives in an inclusive culture, our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives.

Physical presence at the BMS worksite or physical presence in the field is an essential job function of this role which the Company deems critical to collaboration, innovation, productivity, employee well-being and engagement, and enhances the Company culture.

To protect the safety of our workforce, customers, patients and communities, the policy of the Company requires all employees and workers in the U.S. and Puerto Rico to be fully vaccinated against COVID-19, unless they have received an exception based on an approved request for a medical or religious reasonable accommodation. Therefore, all BMS applicants seeking a role located in the U.S. and Puerto Rico must confirm that they have already received or are willing to receive the full COVID-19 vaccination by their start date as a qualification of the role and condition of employment. This requirement is subject to state and local law restrictions and may not be applicable to employees working in certain jurisdictions such as Montana. This requirement is also subject to discussions with collective bargaining representatives in the U.S.

Our company is committed to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace adjustments and ongoing support in their roles. Applicants can request an approval of accommodation prior to accepting a job offer. If you require reasonable accommodation in completing this application or if you are applying to a role based in the U.S. or Puerto Rico and you believe that you are unable to receive a COVID-19 vaccine due to a medical condition or sincerely held religious belief, during or any part of the recruitment process, please direct your inquiries to adastaffingsupport@bms.com . Visit careers.bms.com/eeo-accessibility to access our complete Equal Employment Opportunity statement.

Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations.

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