Sr. Manager, ServiceNow ITOM Architect

Benefits

Additional Information

Use Your Power for Purpose 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. What You Will Achieve 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. Here Is What You Need (Minimum Requirements) 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 Specia