Sr. Manager, ServiceNow ITSM Architect

Why Patients Need You
All over the world, Pfizer colleagues work together to positively impact health for everyone, everywhere. Our colleagues have the opportunity to grow and develop a career that offers both individual and company success; be part of an ownership culture that values diversity and where all colleagues are energized and engaged and have the ability to impact health and lives of millions of people. Digital is at the core of how Pfizer delivers Breakthroughs That Change Patient's Lives. Advanced technologies that accelerate research, development, manufacturing, and patient access to therapies are all made possible by the infrastructures that enable our Digital landscape
What You Will Achieve
The IT Operations and Global Command Center organization delivers excellence in the pursuit of those breakthroughs through industry-leading infrastructure operations performance. We strive to revolutionize service dependability by applying advanced analytics to drive predictive detection and interventions. We place data at the heart of what we do and apply a relentless focus on continuous improvement to enable Pfizer's business processes and patient outcomes.
As part of the Service Management Solutions team, the Sr. Manager, ServiceNow ITSM Architect is a highly skilled and experienced ITSM Engineer with a strong background in deploying and managing ServiceNow ITSM. The ideal candidate will possess a robust background in ServiceNow ITSM architecture, including a deep understanding of IT Service Management (ITSM) processes; will have a proven track record of delivering successful ITSM solutions following industry best practices; will be responsible for designing, developing, implementing and maintaining ITSM processes and systems, utilizing the ServiceNow platform to meet business requirements. This individual will be able to multitask in a dynamic team-based environment demonstrating strong problem-solving and decision-making abilities and the highest degree of professionalism.
This role involves working closely with Product Owner, process owners, clients, stakeholders, and internal teams to deliver effective solutions and enhance IT service delivery. This will ensure that ITSM strategies are aligned with business goals, ensuring that the ServiceNow platform supports and enhances overall business objectives.
How You Will Achieve It

• Work closely with cross-functional teams to gather requirements, translate them into technical specifications and ensure successful delivery of ITSM solutions.
• Partner with ITSM Product owner to develop strategy and roadmap for product development and release.
• Design, develop, test, implement and support ServiceNow ITSM capabilities related to Incident, Problem, Change and Request Management
• Implement and maintain integrations with ServiceNow with other enterprise systems using REST/SOAP APIs, MID Server, and Integration Hub
• Design and implement complex workflows and business processes using ServiceNow's Flow Designer and Workflow Editor.
• Analyze existing processes and workflows, identifying areas for improvement, optimization, and enhancement of ITSM processes
• Engage in day-to-day operational support related to ITSM processes and systems
• Develop and deliver training materials and sessions for end-users and administrators
• Create and maintain detailed technical documentation, including design specifications, test plans, and user guides
• Communicate effectively with clients and stakeholders to ensure alignment and satisfaction with the ServiceNow ITSM solutions
• Stay up to date with the latest ServiceNow features, best practices, and industry trends

Qualifications
Must-Have

• Bachelor's degree in a relevant field such as Computer Science, Information Technology, Engineering.
• 7+years of experience interfacing with or managing IT application/infrastructure technologies
• 5+ years' proven experience with ServiceNow ITSM administration/management, configuration, development, integration, upgrade and continuous improvement
• Certified Technical Architect (CTA) with Certified Implementation Specialist (CIS) certifications in ITSM disciplines
• Deep functional and technical understanding and implementation experience with ITSM product including Incident, Problem, Change and Request.
• Strong skills in JavaScript and other scripting languages used within ServiceNow for automation and configuration.
• Good understanding of ServiceNow CMDB, CSDM and ITIL
• Familiarity with ServiceNow Performance Analytics
• Excellent communication skills, with the ability to clearly explain technical concepts to non-technical stakeholders
• Strong understanding of business processes and how ServiceNow can support and improve them.
• Demonstrated ability to work in an agile work environment possessing qualities such as a collaborative mindset, adaptability to change, and a proactive problem-solving approach.
• Ability to address and resolve technical issues efficiently.
• Ability to mentor and develop others.

Nice-to-Have

• Certified Master Architecture (CMA)
• ITIL certified (Foundation v3 or v4)
• Experience writing, tuning, optimizing and troubleshooting SQL based queries, functions and procedures

Work Location Assignment: Hybrid
EEO (Equal Employment Opportunity) & Employment Eligibility
Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, or disability.
Information & Business Tech
#LI-PFE