IT System Manager — Facilities Systems -- Remote

IT System Manager — Facilities Systems

Must have IT risk assessment, Auditing, Control, Compliance

Purpose / Summary

Accountable for managing the full lifecycle of Facilities department IT systems to ensure they meet business requirements, maintain compliance with internal controls, and support critical corporate operations including visitor management, workplace services, asset management, shipping/logistics, and emergency response. This role focuses on ensuring system availability, data integrity, information security, and effective supplier management for facilities technology platforms used across global locations.

Core Responsibilities

System Lifecycle Management: Manage the complete lifecycle of assigned Facilities IT systems from requirements gathering through implementation, operation, and eventual retirement. Ensure all systems remain fit for intended use and aligned with business needs throughout their lifecycle.

IT Risk Management: Conduct and maintain IT risk assessments (ITRA) for all Facilities systems. Identify, document, and implement appropriate risk controls related to information security, data integrity, personal data protection, and physical security integration. Ensure risk mitigation strategies are effective and regularly reviewed.

Requirements & Design Management: Oversee the capture, documentation, and approval of user requirements from Facilities, Corporate Real Estate, Security, and business stakeholders. Ensure requirements are traceable to design specifications and verification activities. Lead design reviews and secure stakeholder approval before proceeding to implementation.

Vendor & Supplier Management: Manage relationships with Facilities technology vendors including Planon, Everbridge, Rheaply, UPS, and digital signage/visitor management providers. Assess supplier capabilities, negotiate and manage contracts, monitor service level agreements (SLAs), track KPIs, and conduct regular supplier performance reviews.

Implementation Planning & Execution: Define and maintain implementation plans scaled to system complexity and risk. Coordinate development, configuration, and testing activities. Ensure proper documentation and evidence retention throughout the implementation process.

Verification & Release Management: Oversee acceptance verification activities proportionate to system criticality. Ensure systems undergo appropriate testing (functional, integration, user acceptance) before release to production. Handle deviations according to established procedures.

Operational Management: Establish and maintain Operation & Maintenance (O&M) documentation. Ensure operational controls are in place including user access management, incident/problem handling, backup and recovery procedures, system monitoring, and access reviews.

Change & Configuration Management: Manage IT changes through established change control processes using ServiceNow ITSM, Azure DevOps, or GitHub. Ensure changes are properly classified, assessed, tested, and documented. Maintain configuration management records.

Security & Emergency Integration: Coordinate with Physical Security, IT Security/InfoSec, and Emergency Response teams to ensure systems support corporate security objectives. Manage integration between visitor management, access control, emergency notification, and building management systems.

Continuous Improvement: Drive periodic system evaluations to assess system health, performance, and risk posture. Identify opportunities for optimization, automation, and enhancement. Support initiatives to improve user experience, sustainability reporting, and operational efficiency.

Facilities Systems Under Management

The Facilities IT Systems Manager is responsible for the following systems that support critical facilities operations:

Visitor Management & Access Control

VMS – Visitor Management System (Cloud SaaS): Enterprise visitor management platform that digitally tracks and manages all visitors entering corporate facilities. Core capabilities include pre-registration with background checks and watchlist screening, self-service kiosks with badge printing and ID verification, access control integration with QR codes or RFID badges for zone-based restrictions, real-time visibility dashboards showing on-site visitors and evacuation lists, compliance audit trails with GDPR/CCPA support, and automated host notifications. Critical for pharmaceutical facilities to protect intellectual property, secure R&D areas, maintain chain of custody, and support FDA compliance. Leading vendors include Envoy, Proxyclick (Eptura Visitor), Sign In Enterprise, iLobby, SwipedOn, and Splan.

Integrated Workplace Management

Planon (Cloud/Hybrid): Comprehensive Integrated Workplace Management System from Planon Group (Schneider Electric subsidiary) serving over 3 million users globally. Capabilities span five domains: real estate management with portfolio optimization and lease accounting compliance; space and workplace services including room booking, desk hoteling, move management, and CAD/BIM integration; asset and maintenance management with preventive/reactive maintenance, work orders, and calibration tracking; energy and sustainability management with carbon emissions tracking and ESG reporting; and IoT integration with digital twin capabilities connecting HVAC, lighting, and security systems. Supports GMP-compliant equipment management and FDA 21 CFR Part 11 documentation requirements.

Shipping & Logistics Management

NM Mgmt (ShipExec & Personal Ship) (Cloud/On-premise): Enterprise multi-carrier shipping platform from UPS/ConnectShip supporting organizations processing 100 to 40,000+ packages daily. Features include support for 150+ carriers across 100+ countries, native SAP and Oracle E-Business Suite integration, automated rate shopping and customs documentation, packaging optimization with cube calculation, and business rules engine for workflow automation. Personal Ship component enables employees to ship packages using corporate accounts with individual tracking. May also include Quadient (formerly Neopost) mail management products for mailroom operations.

UPS Trackpad (Hybrid): Internal package tracking and chain-of-custody documentation system from UPS Professional Services. Tracks packages from receiving dock through internal distribution to final delivery with proof-of-delivery capture. Capabilities include RFID and barcode scanning with automatic tracking number upload, special handling status tracking for temperature-controlled storage (freezer, refrigerator), signature capture with complete chain-of-custody documentation, multi-carrier support for all package carriers, 20 custom data fields, and integration with property management systems. Used by hospitals for specimen and pharmaceutical tracking with regulated material handling compliance.

Asset & Space Management

Space Management – Rheaply (Cloud SaaS): Asset Exchange Manager platform combining enterprise asset management with internal resource marketplace supporting circular economy initiatives. Provides real-time asset visibility across locations with condition and value tracking, internal marketplace for buying, selling, trading, donating, or renting resources, decommission module for sustainable asset disposal and value recovery, embodied carbon avoidance reporting for sustainability metrics, approval workflows controlling spend, and gamification features. Reduces furniture procurement lead times from 16 weeks to 2-3 days through internal redeployment. Used by AbbVie and originated as laboratory consumables marketplace, making it ideal for research facility resource sharing.

Communications & Wayfinding

Digital Signage (Cloud SaaS): Enterprise digital signage platform for workplace communications and wayfinding. Vendor to be confirmed based on current implementation. Common capabilities across leading platforms include meeting room availability displays with walk-up reservations, interactive wayfinding and employee directories, emergency notification integration with CAP protocol, space utilization analytics and desk booking, and Microsoft 365/Google Workspace integration. Leading vendors for pharmaceutical/corporate environments include Poppulo (Fortune 500 scale), Appspace (unified workplace platform), Visix (room management expertise), and Scala (30+ years experience). Hardware-agnostic supporting Cisco, Crestron, BrightSign, LG, Samsung displays.

Emergency Management & Critical Events

Emergency System – Everbridge (Cloud SaaS): Market-leading Critical Event Management platform from Everbridge Inc. (NASDAQ: EVBG) reaching over 2 billion people globally across 6,500+ customers. Mass notification capabilities include 25+ contact paths (voice, SMS, email, push, desktop alerts, digital signage override), geo-fencing and GIS-based targeting for location-aware alerts, two-way communication for safety confirmation, and one-click notification process. Physical security integration through Control Center with 250+ integration drivers connecting CCTV, access control, alarms, and building management systems, fire alarm panel control, single-pane security operations view, and AI-powered threat detection. Extensive pharmaceutical adoption including Roche, Bristol Myers Squibb, Alexion, and MilliporeSigma. FedRAMP Authorized, ISO 27001/27701, SOC 2, GDPR compliant.

Key Tasks Mapped to Process Activities

Register and manage all Facilities systems in ServiceNow ITOM with accurate system information, ownership, and lifecycle status.

Perform and document IT risk assessments (ITRA) for each system; implement and maintain appropriate risk mitigations and controls.

Prepare comprehensive implementation plans including supplier documentation processes, integration strategies, testing schedules, and rollout plans.

Approve design reviews ensuring traceability between requirements, design specifications, and verification artifacts.

Execute development verification activities proportionate to risk and complexity (unit/integration/system testing where applicable).

Ensure O&M descriptions are created before system release and maintained throughout the system lifecycle.

Coordinate integration activities between visitor management, access control, emergency notification, digital signage, and building management systems.

Update operational documentation and ServiceNow records following system changes, upgrades, or configuration modifications.

Conduct periodic system evaluations, user access reviews, and supplier performance assessments according to established schedules.

Coordinate with Facilities, Corporate Real Estate, Physical Security, and Emergency Response stakeholders to understand evolving business needs.

Support user training initiatives and maintain current system documentation for Facilities staff and end users.

Required Skills & Experience

Experience: 5-8 years of experience managing business-critical IT systems in enterprise environments, preferably within pharmaceutical, life sciences, or other regulated industries. Experience with facilities technology systems strongly preferred.

System Management: Proven track record managing SaaS applications, hybrid systems, and IoT/building integration platforms. Experience with visitor management systems, IWMS platforms, emergency notification systems, or facilities management solutions highly valued.

Vendor Management: Strong experience with IT supplier management including contract negotiations, SLA monitoring, KPI tracking, and vendor performance management. Ability to build and maintain effective vendor relationships across multiple technology providers.

Integration & Technical Skills: Understanding of building systems integration including access control, CCTV, fire alarm systems, and building management systems. Familiarity with API integrations, IoT platforms, and physical security system architectures.

Risk & Compliance: Solid understanding of IT risk management principles, information security requirements, data protection regulations, and physical security standards. Experience conducting risk assessments and implementing appropriate controls.

Technical Tools: Hands-on experience with ITSM platforms (ServiceNow preferred), Application Lifecycle Management tools (Azure DevOps, GitHub), and documentation/tracking systems.

Stakeholder Management: Excellent stakeholder engagement skills with ability to work effectively with Facilities teams, Corporate Real Estate, Physical Security, IT teams, procurement, and external vendors. Proven ability to translate business needs into technical requirements.

Communication: Strong written and verbal communication skills in English. Ability to document procedures, create implementation reports, and communicate technical concepts to non-technical audiences.

Remote Work Capability: Demonstrated ability to work effectively in a remote environment via Managed Services model. Self-motivated, organized, and capable of managing time across different time zones (coordination with US East Coast required).

Desirable Qualifications

Education: Bachelor’s degree in Information Technology, Computer Science, Facilities Management, Business Information Systems, or related field. Advanced degree or relevant professional certifications are a plus.

Certifications: ITIL Foundation or higher, Project Management Professional (PMP), Certified Facility Manager (CFM), Facility Management Professional (FMP), Certified Information Systems Security Professional (CISSP), or relevant vendor certifications (e.g., ServiceNow Certified System Administrator, security system certifications).

Facilities Domain Knowledge: Familiarity with facilities management operations, corporate real estate, workplace services, physical security, emergency response protocols, or sustainability reporting in pharmaceutical/regulated industries.

Specialized Tools: Experience with Vault Quality, TIMS (Test Information Management System), ServiceNow ITOM, building automation systems, or pharmaceutical industry-specific applications.

Emergency Management: Knowledge of emergency management principles, crisis communication, business continuity planning, or critical event management frameworks.

Key Interfaces & Reporting

Reports To: IT System Owner or IT Line Manager (Managed Services).

Primary Interfaces: Facilities Management, Corporate Real Estate, Physical Security, Emergency Response Team, Workplace Services, Environmental Health & Safety (EHS), IT Security/Information Security, Procurement/Global Procurement.

External Interfaces: Planon, Everbridge, Rheaply, UPS (ConnectShip, UPS-PSI), visitor management vendors (Envoy, Proxyclick, Sign In Enterprise), digital signage vendors, and other facilities technology providers. Third-party integrators for building systems, access control, and emergency systems.

Collaboration: Works closely with Business Process Owners, IT Development Teams, ServiceNow Administrators, Building Management System administrators, and internal IT support groups.

Working Conditions & Arrangement

Location: Remote position via Managed Services arrangement. Candidates can be based in any location with reliable internet connectivity and appropriate home office setup.

Time Zone: Must be available for regular coordination with US East Coast business hours (EST/EDT). Flexibility in working hours may be required to accommodate time zone differences and critical system maintenance windows or emergency responses.

Travel: Minimal travel expected. Occasional travel to US East Coast facilities or other locations may be required for critical projects, system implementations, facility assessments, or annual planning sessions (estimated less than 10% annually).

Work Environment: Primarily office/desk work in home office environment. Must maintain professional workspace suitable for video conferencing and secure handling of confidential information.

What We Offer

Opportunity to work with a leading global pharmaceutical organization making a real difference in patient health.

Exposure to diverse facilities technology systems supporting critical business operations across workplace services, security, logistics, and emergency management.

Professional development opportunities through interaction with subject matter experts, complex system implementations, IoT/building systems integration, and continuous improvement initiatives.

Flexible remote working arrangement with competitive compensation package through Managed Services model.

Collaborative culture focused on innovation, sustainability, safety, and operational excellence.

Equal Opportunity Employer

We are committed to creating a diverse and inclusive environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.