Manager, ServiceNow ITOM Engineer

Pfizer; Dublin; On-site; EUR 110,000 - 140,000; Full time

Job summary

Pfizer Ireland is hiring for a Manager, ServiceNow ITOM Engineer to lead IT operations management on the ServiceNow platform. This hybrid role is based in Ireland and requires hands‑on expertise with Discovery, Mapping, CMDB and AIOps to improve service dependability and automation.

The ideal candidate has 4+ years in ITOM and CIS certification, with strong cross‑functional collaboration and a solid architecture understanding. EU work eligibility is required; on‑site weekly presence is expected.

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 with cross‑functional teams to gather requirements and deliver ITOM solutions.
• Support the ITOM Product Owner against the product roadmap and release plans.
• Configure and implement ITOM processes and systems per designs and standards.
• Hands‑on development including Discovery Schedules, probes, sensors, and Event rules.
• Troubleshoot issues and maintain documentation for ITOM solutions.

Skills

ServiceNow ITOM

IT Operations

Problem Solving

Communication

Education

Bachelor's degree in Computer Science / IT / Engineering

Tools

ServiceNow Discovery

Service Mapping

CMDB

CSDM

Event Management

AIOps

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.

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.

Additional Information

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

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.

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.

Purpose

Breakthroughs that change patients' lives... At Pfizer we are a patient centric company, guided by our four values: courage, joy, equity and excellence. Our breakthrough culture lends itself to our dedication to transforming millions of 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

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.

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. Information & Business Tech Pfizer careers are like no other. In our culture of individual ownership, we believe in our ability to improve future healthcare, and potential to transform millions of lives. We’re looking for new talent to join our global community, to unearth new innovative therapies that make the world a healthier place.