Manager, ServiceNow ITOM Engineer

Pfizer; Dublin; Hybrid; EUR 90,000 - 120,000; Full time

Job summary

Pfizer is seeking a Manager, ServiceNow ITOM Engineer to join our hybrid IT operations team in Ireland. The role focuses on building and maintaining ITOM processes on the ServiceNow platform, including Discovery, Service Mapping, CMDB, and AIOps, with strong collaboration across cross-functional teams.

You will implement, configure, and optimize ITOM solutions, support integrations with monitoring tools, and contribute to automation and proactive incident prevention.

Qualifications

• Bachelor's degree in a relevant field such as Computer Science, Information Technology, Engineering.
• 4+ years of experience interfacing with or supporting IT application/infrastructure technologies.
• 2+ years' proven experience with ServiceNow ITOM administration, configuration, development, integration, upgrade and continuous improvement.
• Certified Implementation Specialist (CIS) certification in one or more ITOM disciplines.
• Proficient in core ITOM modules such as Discovery, Service Mapping, CMDB, CSDM, Event Management, and AIOps.

Responsibilities

• Work closely with cross-functional teams to gather requirements and support successful delivery of ITOM solutions.
• Support the ITOM Product Owner in executing against the product roadmap and release plans.
• Configure and implement ITOM processes and systems in alignment with designs and standards set by architects and senior team members.
• Configure the ServiceNow ITOM suite, including ServiceNow Discovery, Service Mapping, CMDB, CSDM, Event Management, and AIOps.
• Hands-on development including creation and configuration of existing out-of-box and custom patterns, Discovery Schedules, probes, sensors, and Event rules.
• Support integration of ServiceNow ITOM modules with enterprise monitoring, alerting, and application management tools using OOB plugins and API methods.
• Troubleshoot and resolve technical issues related to ITOM processes and systems.
• Develop and maintain technical documentation for ITOM solutions implemented.
• Contribute to efforts related to consuming additional data sources into the CMDB.
• Stay current on ServiceNow products and applicable discovery, integration, and AIOps technologies.

Skills

ServiceNow ITOM

Discovery

Service Mapping

CMDB

CSDM

Event Management

AIOps

Collaboration

Education

Bachelor's degree in CS/IT/Engineering

Job description

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.

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.

Position Summary

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 Manager, ServiceNow ITOM Engineer is a skilled engineer with experience in ServiceNow ITOM, ServiceNow Discovery, Service Mapping, CMDB, CSDM, Event Management, and AIOps. The ideal candidate will have hands‑on experience configuring and supporting ITOM Discovery and AIOps solutions following industry best practices and working knowledge of ServiceNow development. The main responsibility of this role is to build, configure, and maintain IT operations management processes and systems on the ServiceNow platform, following designs and standards set by architects and senior team members. This individual will be able to manage multiple tasks in a dynamic team-based environment, demonstrating solid problem-solving skills and a high degree of professionalism. The ideal candidate will help maintain visibility into the IT environment as the landscape evolves; support event correlation efforts that reduce unnecessary noise; help implement automation that enables the team to proactively address potential issues; and support AIOps capabilities that drive predictive detection of potential incidents. This contributes to comprehensive monitoring, efficient event management, and improved operational efficiency.

Key Responsibilities

• Work closely with cross-functional teams to gather requirements and support successful delivery of ITOM solutions.
• Support the ITOM Product Owner in executing against the product roadmap and release plans.
• Working knowledge of application architecture, infrastructure architecture, database architecture, networking, and distributed systems as they relate to ITOM implementations.
• Familiarity with modern web technologies and cloud computing principles for cloud-based platforms, including SaaS, PaaS, multi-tenancy, and automation.
• Configure and implement ITOM processes and systems in alignment with designs and standards set by architects and senior team members.
• Configure the ServiceNow ITOM suite, including ServiceNow Discovery, Service Mapping, CMDB, CSDM, Event Management, and AIOps.
• Hands‑on development including creation and configuration of existing out‑of‑box and custom patterns, Discovery Schedules, probes, sensors, and Event rules.
• Support integration of ServiceNow ITOM modules with enterprise monitoring, alerting, and application management tools using OOB plugins and API methods.
• Troubleshoot and resolve technical issues related to ITOM processes and systems.
• Develop and maintain technical documentation for ITOM solutions implemented.
• Contribute to efforts related to consuming additional data sources into the CMDB.
• Stay current on ServiceNow products and applicable discovery, integration, and AIOps technologies related to CMDB, CSDM, and Event Management.
• Working understanding CMDB design principles and the ServiceNow CMDB model and extensions.
• Support 3rd party software integrations with ServiceNow.
• MID Server management experience.

Minimum Qualifications

• Bachelor's degree in a relevant field such as Computer Science, Information Technology, Engineering.
• 4+ years of experience interfacing with or supporting IT application/infrastructure technologies.
• 2+ years' proven experience with ServiceNow ITOM administration, configuration, development, integration, upgrade and continuous improvement.
• Certified Implementation Specialist (CIS) certification in one or more ITOM disciplines.
• Proficient in core ITOM modules such as Discovery, Service Mapping, CMDB, CSDM, Event Management, and AIOps.

Preferred Qualifications

• Certified Technical Architect (CTA)
• ITIL certified (Foundation v4 or v5)
• Experience writing, tuning, optimizing and troubleshooting SQL based queries, functions and procedures

Physical/Mental Requirements

• Applicants should be capable of working through a personal laptop computer or mobile device for extended periods.

Non-standard Work Schedule, Travel Or Environment Requirements

• Travel as required by the business (less than 5% domestic and/or international)

WORK LOCATION ASSIGNMENT:

This is a hybrid role requiring you to live within commuting distance and work on-site an average of 2.5 days per week or as needed by the business. This role is not Remote.

In order to be considered for this position you need to be legally eligible to work in the EU.

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.

Due to the high volume of applications we will be contacting successful candidates only.

This role is posted in multiple locations. If you are applying for the role in an secondary job posting location where pay transparency regulations apply, your Talent Advisor will share the local pay information with you during the first interview.

Additional Information

• In order to be considered for this position in Ireland you need to be legally eligible to work in Ireland.
• Please note there is no relocation support available for this position.

Purpose

Breakthroughs that change patients' lives

Digital Transformation Strategy

One bold way we are achieving our purpose is through our company wide digital transformation strategy. We are leading the way in adopting new data, modelling and automated solutions to further digitize and accelerate drug discovery and development with the aim of enhancing health outcomes and the patient experience.

Equal Employment Opportunity

We believe that a diverse and inclusive workforce is crucial to building a successful business. As an employer, Pfizer is committed to celebrating this, in all its forms – allowing for us to be as diverse as the patients and communities we serve. Together, we continue to build a culture that encourages, supports and empowers our employees.

Disability Inclusion

Our mission is unleashing the power of all our people and we are proud to be a disability inclusive employer, ensuring equal employment opportunities for all candidates. We encourage you to put your best self forward with the knowledge and trust that we will make any reasonable adjustments to support your application and future career. Your journey with Pfizer starts here!

Pfizer endeavors to make www.pfizer.com/careers accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process and/or interviewing, please email [e-mail]. This is to be used solely for accommodation requests with respect to the accessibility of our website, online application process and/or interviewing. Requests for any other reason will not be returned.

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.