Description
As the Manager, ServiceNow Senior Platform Administrator, you will be a hands-on technical expert responsible for the day-to-day health, stability, and security of Pfizer's ServiceNow platform.
You will own core administration duties – user and access management, environment monitoring, upgrades, and platform configuration – across a multi-module instance spanning ITSM, ITOM/HAM, CSM, HRSD, ECP with 1.5M users, 10K Fulfillers, 1 prod and 7 Non Prod instances.
You will partner closely with Product Owners, Developers, the Release Manager, Security Lead, and Integration Lead to keep the platform performant, compliant, and audit-ready, while providing configuration guidance to development squads across our Platform Services Center of Excellence.
Responsibilities
- Manage and maintain the ServiceNow platform, ensuring its smooth operation and optimal performance.
- Own the day-to-day administration of the ServiceNow platform – user and group management, roles, ACLs, and access controls – across production and non-production environments, ensuring platform stability and usability.
- Lead planning and execution of platform upgrades, patches, cloning, and release validation, coordinating with the Release Manager and Product Owners to minimize disruption and technical debt.
- Monitor platform health and performance in real time; diagnose, troubleshoot, and resolve incidents, escalating complex or novel issues to the Platform Architect or vendor support as needed.
- Conduct regular system audits, ensuring compliance with Pfizer's standards and policies.
- Maintain accurate system documentation, including configuration records, troubleshooting runbooks, and impact assessments for platform changes.
- Stay abreast of ServiceNow's best practices, emerging technologies, and industry trends, leveraging them to enhance the platform's capabilities.
- Support evaluation and rollout of new platform capabilities, including Now Assist / AI-enabled features, as Pfizer expands its ServiceNow footprint.
- Make decisions to resolve moderately complex problems, developing new options when necessary.
Requirements
- Bachelor's degree with at least 4 years of experience; OR a master's degree with at least 2 years of experience; OR a PhD with 0+ years of experience; OR an associate's degree with 8 years of experience; OR a high school diploma (or equivalent) and 10 years of relevant experience.
- Minimum of 3 years of hands-on experience with ServiceNow platform administration, configuration, development, or technical platform management.
- Hands-on experience developing and configuring solutions on the ServiceNow platform, including use of JavaScript, HTML, and CSS.
- Experience managing ServiceNow platform upgrades, patches, and release cycles, including troubleshooting complex configuration, application, and integration issues.
- Demonstrated knowledge of ServiceNow platform architecture, configuration, integrations, and platform development best practices.
- Experience implementing and supporting platform security, data privacy, access controls, and compliance requirements.
- Experience managing an enterprise technology platform across its lifecycle, including development, release management, upgrades, operational support, and continuous improvement.
- Demonstrated ability to manage multiple concurrent projects, releases, or platform priorities in a complex enterprise environment.
- Strong written and verbal communication skills, with demonstrated ability to communicate technical concepts, risks, and recommendations to both technical and non-technical stakeholders.
- ServiceNow Certified System Administrator (CSA) certification.
Nice to Have
- ServiceNow Certified Application Developer (CAD) certification or Certified Implementation Specialist certification in one or more relevant modules, such as ITSM, HRSD, CSM, or ITOM.
- Advanced experience with ServiceNow platform administration, configuration, development, and integration.
- Experience with ServiceNow security hardening, including domain separation and Edge Encryption, and experience supporting compliance or audit requirements in a regulated environment.
- Experience implementing or supporting AI-enabled ServiceNow capabilities, such as Now Assist, and/or automation and testing capabilities, such as Automated Test Framework (ATF).
- Experience working within Agile/Scrum delivery models and participating in cross-functional platform governance, architecture, or release management forums.
Benefits
- Comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life's moments.
- 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution.
- Paid vacation, holiday and personal days.
- Paid caregiver/parental and medical leave.
- Health benefits to include medical, prescription drug, dental and vision coverage.