Manager, ServiceNow ITOM Engineer

Pfizer; Ireland; On-site; EUR 90,000 - 120,000; Full time

Job summary

Pfizer is seeking a Manager, ServiceNow ITOM Engineer to lead ITOM solutions on the ServiceNow platform in our global operations team. You will design, configure, and maintain ITOM processes, Discovery, CMDB, and AIOps while collaborating with cross‑functional partners to meet business outcomes.

The role emphasizes hands‑on development, governance, and continuous improvement. Strong experience with ITOM modules and CIS certification is required, with the ability to drive reliability in a complex

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.
• 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.

Skills

ITOM administration

ServiceNow development

Cross-functional collaboration

Problem solving

Documentation

Education

Bachelor's degree in Computer Science or related field

Tools

ServiceNow ITOM

Discovery

Service Mapping

CMDB

CSDM

Event Management

AIOps

MID Server

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 lapt