October 18, 2024

Pfizer

Escazú

OTHER

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, Service Now ITSM Architect is a highly skilled and experienced ITSM Engineer with a strong background in deploying and managing Service Now ITSM. The ideal candidate will possess a robust background in Service Now 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 Service Now 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 Service Now 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 Service Now ITSM capabilities related to Incident, Problem, Change and Request Management
Implement and maintain integrations with Service Now with other enterprise systems using REST/SOAP APIs, MID Server, and Integration Hub
Design and implement complex workflows and business processes using Service Now’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 Service Now ITSM solutions
Stay up to date with the latest Service Now 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 Service Now 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 Java Script and other scripting languages used within Service Now for automation and configuration.
Good understanding of Service Now CMDB, CSDM and ITIL
Familiarity with Service Now Performance Analytics
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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