Sr. Manager, ServiceNow ITSM Architect page is loaded
Sr. Manager, ServiceNow ITSM Architect
Bewerben locations Costa Rica - Escazu, Greece - Thessaloniki Chortiatis, Ireland - Dublin - Ringsend
Time type: Vollzeit
Posted on: Heute ausgeschrieben
Job requisition ID: 4922901
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 Patients' 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. Responsibilities include designing, developing, implementing, and maintaining ITSM processes and systems using the ServiceNow platform to meet business requirements. The individual should be capable of multitasking in a dynamic team environment, demonstrating strong problem-solving and professionalism.
This role involves working closely with Product Owners, process owners, clients, stakeholders, and internal teams to deliver effective solutions and enhance IT service delivery, ensuring alignment with business goals and supporting overall 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 and 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 for improvements, 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 products 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.
* Ability to work in an agile environment, demonstrating collaboration, adaptability, and proactive problem-solving.
* 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 with SQL queries, functions, and troubleshooting.
Work Location: Hybrid
EEO & Employment Eligibility
Pfizer is committed to equal opportunity in employment for all employees and applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or expression, national origin, or disability.
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