Job Opportunities in Costa Rica
October 18, 2024
Pfizer
Escazú
OTHER
Sr. Manager, ServiceNow ITOM 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, Service Now ITOM Architect is a highly skilled and experienced ITOM Engineer with a strong background in Service Now ITOM, Service Now Discovery, Service Mapping, CMDB, CSDM and Event Management. The ideal candidate will have a proven track record of delivering successful ITOM solutions following industry best practices and hands-on expertise in Service Now development. The main responsibility of this role is to design, develop, and implement IT operations management processes and systems, utilizing the Service Now platform. 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. The ideal candidate will ensure that the IT Operations Management solution will provide excellent visibility into the IT environment and maintain that visibility in a dynamic, ever-changing landscape; implement enhanced event correlation while suppressing unnecessary noise; support automation and predictive intervention to proactively address potential issues. This ensures comprehensive monitoring, efficient event management, and improved operational efficiency
How You Will Achieve It
- Work closely with cross-functional teams to gather requirements and ensure successful delivery of ITOM solutions.
- Partner with ITOM Product owner to develop strategy and roadmap for product development and release.
- Experience in application architecture, infrastructure architecture, database architecture, networking, and distributed system
- Well-versed in modern web technologies and cloud computing architectural principles for cloud-based platforms that include Saa S, Paa S, multi-tenancy, and automation
- Design and implement ITOM processes and systems in alignment with the organization's IT strategy and goals.
- Configure the Service Now ITOM suite, including Service Now Discovery, Service Mapping, CMDB, CSDM, and Event Management.
- Hands-on development to include creation and configuration of existing out-of-box and custom patterns, Discovery Schedules, probes, sensors, and Event rules.
- Integrate Service Now ITOM modules with a variety of enterprise monitoring tools, automation of alerts, and application management tools using OOB plugins and API methods.
- Troubleshoot and resolve technical issues related to ITOM processes and systems.
- Develop and maintain technical documentation for ITOM solutions implemented.
- Lead efforts related to consuming additional data sources into the CMDB.
- Stay current on Service Now products and applicable Service Now discovery and integration technologies related to the CMDB, CSDM, and Event Management
- Experience with CMDB design, architecture, and implementations with a fair understanding of the Service Now CMDB model and extensions.
- 3rd party software integrations with Service Now.
- MID Server management experience.
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 Service Now ITOM administration/management, configuration, development, integration, upgrade and continuous improvement.
- Certified Technical Architect (CTA) with Certified Implementation Specialist (CIS) certifications in ITOM disciplines
- Expert in core ITOM/ITAM modules such as Discovery, Service Mapping, CMDB, CSDM, and Event Management.
- Experience with integrating Service Now with other enterprise systems using REST/SOAP APIs, MID Server, and Integration Hub
- Excellent communication skills, with the ability to clearly explain technical concepts to non-technical stakeholders
- Strong understanding of business processes and how Service Now 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.
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