Moderna Therapeutics

The Role

Joining Moderna offers the unique opportunity to be part of a pioneering team that's revolutionizing medicine through mRNA technology, with a diverse pipeline of development programs across various diseases.

As an employee, you'll be part of a continually growing organization, working alongside exceptional colleagues and strategic partners worldwide, contributing to global health initiatives.

Moderna's commitment to advancing the technological frontier of mRNA medicines ensures a challenging and rewarding career experience, with the potential to make a significant impact on patients' lives worldwide.

“Moderna is solidifying its presence within our international business services hub in Warsaw, Poland, a city renowned for its rich scientific and technological heritage. This hub provides critical functions, meeting the growing demand of Moderna’s global business operations. We're inviting professionals from around the world to join our mission and contribute to the future of mRNA medicines.

As a Service Manager within Moderna’s Infrastructure, Endpoint & Service Management (IESM) team, you’ll be the crucial Tier 2.5 escalation point—bridging the gap between frontline resolution and deep technical expertise. This highly hands-on individual contributor role involves owning complex service tickets, optimizing internal support workflows, and collaborating cross-functionally to elevate Moderna’s IT service excellence. You will also contribute to our knowledge ecosystem, support systems automation efforts, and coordinate technical projects—offering strong exposure to evolving Generative AI tools and processes along the way. This is a rare opportunity to sit at the center of Moderna’s global technology ecosystem, where problem-solving, user experience, and operational resilience intersect.

Here’s What You’ll Do

Your key responsibilities will be:

• Own escalated service tickets that exceed Tier 2 resolution scope, with hands-on troubleshooting of endpoint and identity access technologies.
• Act as subject-matter intermediary for Endpoint Engineering (Windows/macOS, SCCM, Intune, Jamf), Identity & Access Management (Active Directory, Okta, CyberArk), and ServiceNow.
• Monitor ticket queues in ServiceNow, ensuring SLA compliance and prioritizing issue resolution based on impact and urgency.
• Analyze support data trends to identify patterns and proactively propose workflow or systemic improvements.
• Write and maintain detailed Knowledge Base (KB) articles to enhance Tier 1/2 effectiveness and reduce repeated escalations.

Your responsibilities will also include:

• Deliver training sessions to upskill frontline teams on newly published troubleshooting content and best practices.
• Collaborate with Tier 2 and Service Desk functions to transfer ownership of well-documented recurring issues.
• Recommend and implement automation triggers or process enhancements within ServiceNow to improve responsiveness and efficiency.
• Manage small-to-medium scoped technical initiatives such as process automation projects or tool integrations, ensuring alignment across Endpoint, IAM, and Service teams.
• Communicate regularly with stakeholders across IT and business units, providing updates, risk tracking, and post-implementation reviews.

The key Moderna Mindsets you’ll need to succeed in the role:

• “We digitize everywhere possible using the power of code to maximize our impact on patients.”
• In this role, you’ll be empowered to identify automation opportunities within our ServiceNow platform and IT workflows, helping Moderna scale more efficiently and deliver seamless support globally.
• “We behave like owners. The solutions we’re building go beyond any job description.”
• As the Tier 2.5 escalation point, your ability to take full ownership of issues—even when they fall outside conventional IT silos—will directly influence our operational excellence and the end-user experience.

Here’s What You’ll Need (Basic Qualifications)

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related technical field (or equivalent experience)
• 3+ years of hands-on support experience at the Tier 2/Tier 2.5 level, diagnosing and resolving complex endpoint, IAM, and ServiceNow incidents
• Proven expertise with endpoint management platforms (e.g. SCCM/MECM, Jamf Pro, Intune) and identity solutions (Active Directory, Okta, CyberArk)
• Strong ServiceNow skills—configuration and administration of incident, problem, and change management modules, plus basic reporting
• Demonstrated ability to review and confirm project scope/requirements, track deliverables, manage risks, and keep stakeholders informed
• Excellent analytical mindset, organizational savvy, and written/verbal communication—comfortable authoring KB articles and liaising across technical and non-technical teams

Here’s What You’ll Bring to the Table (Preferred Qualifications)

• Hands-on experience with endpoint management and IAM tooling—SCCM/MECM, Jamf Pro, Intune, Active Directory, Okta, CyberArk
• Strong ServiceNow administration skills, plus familiarity with Jira, Confluence, or other collaboration platforms
• Proficiency scripting in PowerShell (or Python/Bash) to automate diagnostics, reporting, or remediation steps
• Demonstrated knack for turning ticket trends into clear KB articles, playbooks, or automation workflows
• Excellent problem-solving orientation with a drive for continuous improvement and a customer-first mindset
• Ability to influence peers and stakeholders across desktop, security, and identity teams without direct authority
• Prior experience in regulated (GxP/pharma) or security-sensitive environments is a plus
• Familiarity with basic project coordination concepts—risk identification, schedule tracking, status reporting—that complement your technical acumen

At Moderna, we believe that when you feel your best, you can do your best work. That’s why our global benefits and well-being resources are designed to support you—at work, at home, and everywhere in between.

• Quality healthcare and insurance benefits
• Lifestyle Spending Accounts to create your own pathway to well-being
• Free premium access to fitness, nutrition, and mindfulness classes
• Family planning and adoption benefits
• Generous paid time off, including vacation, bank holidays, volunteer days, sabbatical, global recharge days, and a discretionary year-end shutdown
• Savings and investments
• Location-specific perks and extras!

The benefits offered may vary depending on the nature of your employment with Moderna and the country where you work.

About Moderna

Since our founding in 2010, we have aspired to build the leading mRNA technology platform, the infrastructure to reimagine how medicines are created and delivered, and a world-class team. We believe in giving our people a platform to change medicine and an opportunity to change the world.

By living our mission, values, and mindsets every day, our people are the driving force behind our scientific progress and our culture. Together, we are creating a culture of belonging and building an organization that cares deeply for our patients, our employees, the environment, and our communities.

We are proud to have been recognized as a Science Magazine Top Biopharma Employer, a Fast Company Best Workplace for Innovators, and a Great Place to Work in the U.S.

As we build our company, we have always believed an in-person culture is critical to our success. Moderna champions the significant benefits of in-office collaboration by embracing a 70/30 work model. This 70% in-office structure helps to foster a culture rich in innovation, teamwork, and direct mentorship. Join us in shaping a world where every interaction is an opportunity to learn, contribute, and make a meaningful impact.

If you want to make a difference and join a team that is changing the future of medicine, we invite you to visit modernatx.com/careers to learn more about our current opportunities.

Moderna is a smoke-free, alcohol-free, and drug-free work environment.

Moderna is a place where everyone can grow. If you meet the Basic Qualifications for the role and you would be excited to contribute to our mission every day, please apply!

Moderna is committed to equal opportunity in employment and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry or citizenship, ethnicity, disability, military or protected veteran status, genetic information, sexual orientation, marital or familial status, or any other personal characteristic protected under applicable law. We consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We’re focused on attracting, retaining, developing, and advancing our employees. By cultivating a workplace that values diverse experiences, backgrounds, and ideas, we create an environment where every employee can contribute their best.

Moderna is committed to offering reasonable accommodation or adjustments to qualified job applicants with disabilities. Any applicant requiring an accommodation or adjustment in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should contact the Accommodations and Adjustments team at leavesandaccommodations@modernatx.com.

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