Sr. Manager, ServiceNow ITOM Architect

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.

The CISO, Infrastructure and Cloud Services 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 ITOM Architect is a highly skilled and experienced ITOM Engineer with a strong background in ServiceNow ITOM, ServiceNow 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 ServiceNow development. The main responsibility of this role is to design, develop, and implement IT operations management processes and systems, utilizing the ServiceNow 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. 

In this role, you will:

• 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.

• Manage and maintain CMDB aligned with CSDM.

• Design and implement ITOM processes and systems in alignment with the organization's IT strategy and goals.

• Configure the ServiceNow ITOM suite, including ServiceNow Discovery, Service Graph Connectors, Service Mapping, Mid Servers and Event Management.

• Hands-on development to include creation and configuration of existing out-of-box and custom patterns, Discovery Schedules, probes, sensors, custom IH ETL and Event rules.

• Drive CMDB health, data quality governance, and CI certification processes in partnership with CI owners and data stewards.

• Implement and leverage AIOps capabilities to enable predictive event detection and noise reduction.

• Design and implement discovery for Cloud Platforms such as AWS, Azure, and GCP environments.

• Configure and manage on-premises discovery for physical and virtual Server, Network, Storage infrastructure, including VMware vCenter/vSphere environments, to ensure complete CMDB population and accuracy.

• Implement and maintain container discovery for modern workloads.

• Define and track ITOM KPIs such as CMDB accuracy rates, discovery coverage %, and alert-to-noise ratio.

• 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 ServiceNow products and applicable ServiceNow 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 ServiceNow CMDB model and extensions.

• Implement and manager 3rd party software integrations with ServiceNow.

• Bachelor’s degree in a relevant field such as Computer Science, Information Technology, Engineering.

• 5+ years’ proven experience with ServiceNow ITOM administration/management, configuration, development, integration, upgrade and continuous improvement.

• 7+years of experience interfacing with or managing IT application/infrastructure technologies.

• Certified Implementation Specialist (CIS) certifications in Discovery and Event disciplines.

• Expert in core ITOM/ITAM modules such as Discovery, Service Graph Connectors, Service Mapping, CMDB, and Event Management, with strong working knowledge of the Common Service Data Model (CSDM) framework, including service modeling, application service design, and alignment to ServiceNow's prescribed CSDM implementation tier.

• Experience with cloud platform discovery (AWS, Azure, GCP).

• Strong understanding of CMDB data governance, health scoring, and data quality frameworks.

• Experience with integrating ServiceNow 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 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.

• An advanced degree.

• ServiceNow Certified Technical Architect (CTA).

• ServiceNow Certified Master Architecture (CMA).

• Knowledge of system integrations.

• Strong interpersonal and communication skills.

• Experience using common AI tools, including generative technologies such as ChatGPT or Microsoft Copilot, to support problem solving and enhance.

Please apply by sending your CV in English.

Work Location Assignment: Hybrid

To learn more about acceptable and prohibited uses of AI during the recruitment process, please review our candidate AI-use guidelines available on Pfizer Careers.