ITSM Data & Insights Lead

Company Description

AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas - immunology, oncology, neuroscience, and eye care - and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on X, Facebook, Instagram, YouTube, LinkedIn and Tik Tok.

Job Description

Come to work each day with an inclusive and collaborative Business technology team! As an ITSM Data & Insights Lead in AbbVie Business Technology Solutions (BTS), you'll have opportunities to contribute to the digital transformation of a leading biopharma company, helping to create solutions that impact patients and their communities for the better.

***This is a hybrid role based in Lake County, IL***

We are seeking a passionate and skilled ITSM Data & Insights Lead to join our Enterprise Service Management Office. The ideal candidate will have a strong affinity for data, thrive in an independent working environment, and consistently produce high-quality results promptly. This role will apply Enterprise technology and development capabilities to deliver solutions that rapidly meet stakeholders and business needs and enhance our ability to deliver quality products and solutions with greater speed, increased agility and measurable business impact. Key skills are needed to build Data & Insights capabilities in the realm of ITSM data science, data engineering, ServiceNow technologies, and Business Intelligence. The ITSM Data & Insights Lead will be accountable for technical delivery and value realization in partnership with the AbbVie Key stakeholders. The ITSM Data & Insights Lead will also excel in data visualization and dashboard design using the tools provided.

Responsibilities

• Design, develop, and maintain reports and dashboards in ServiceNow utilizing both the ServiceNow Reports module and Performance Analytics module.
• Execute data replication to the Data Lake and perform SQL scripting to address reporting requirements not met within ServiceNow.
• Gain a deep understanding of the underlying data structure in ServiceNow to support data-driven decision making.
• Along with the stakeholders, define and communicate to key partners the service and product vision and strategy including new features and improvements for enterprise reports and dashboards in Data & Insights portfolio. They will identify and prioritize product features backlog in alignment with stakeholders' strategy
• Build and manage database views and report sources as needed to facilitate comprehensive reporting.
• Collaborate with stakeholders to distill complex data into actionable insights and recommendations.
• Ensure all reporting and data visualizations align with Enterprise-fit best practices in IT Service Management Performance.

Qualifications

Required:

• A bachelor's degree in computer science, Information Technology, Information Systems, Statistics, Data Science, or equivalent field of study and at least 5 years of relevant experience OR Master's degree in relevant field and at least 4 years of experience.
• Strong and current knowledge of IT service management frameworks (e.g., ITIL) and governance best practices.
• ITIL certification; Foundation level.
• Excellent analytical, problem-solving, and decision-making skills.
• In-depth understanding of relational database design and SQL scripting.
• Proven ability to analyze data and extract meaningful insights that drive business outcomes.
• Expertise in designing informative and insightful dashboards/reports.
• Demonstrated ability to work independently, manage time efficiently, and produce a high volume of quality work within tight deadlines.
• Ensure data integrity from various sources prior to distribution.
• Work with management to define data needed for operational objectives.
• Support leadership in analyzing trends shown in data sets.
• Identify reporting opportunities for new operational workflows.
• Serve as a subject matter expert on automation and analytics initiatives.
• Collaborate with cross-functional teams for effective reporting solutions.
• Collect, analyze and present data to stakeholders via reports, dashboards, and in meetings with technical and non-technical stakeholders.
• Proficiency in ServiceNow Reports module, ServiceNow Performance analytics, and predictive intelligence are desirable.
• A minimum of 5 years of diverse experience in data and insights technology product development.
• A minimum of 3 years' proven experience leading mid-large data & insights product teams, delivering results, demonstrating leadership, influencing skills, and interdependent partnering skills
• A minimum of 3+ years of diverse experience in designing and implementing data engineering and data science solutions in a fast-paced environment.

Preferred:

• Master's degree
• Knowledge of Pharmaceutical industry.

Additional Information

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law:

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.
• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.
• This job is eligible to participate in our short-term incentive programs.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company's sole and absolute discretion, consistent with applicable law.

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives, serving our community and embracing diversity and inclusion. It is AbbVie's policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a protected veteran, or any other legally protected group status.

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

https://www.abbvie.com/join-us/reasonable-accommodations.html