Manager, ServiceNow Platform Administrator

About the role

Pfizer is looking for a Manager, ServiceNow Senior Platform Administrator, reporting to the ServiceNow Platform Owner. This is an individual-contributor role focused on the day-to-day health, stability and security of a multi-module ServiceNow instance (ITSM, ITOM/HAM, CSM, HRSD, ECP) with 1.5M users, 10K fulfillers, 1 production and 7 non-production instances. You will work closely with Product Owners, Developers, the Release Manager, Security Lead and Integration Lead, and guide development squads in the Platform Services Center of Excellence.

Key responsibilities

• Manage and maintain the ServiceNow platform, keeping it stable and performing well
• Own user and group management, roles, ACLs and access controls across production and non-production environments
• Lead planning and execution of upgrades, patches, cloning and release validation, coordinating with the Release Manager and Product Owners
• Monitor platform health and performance in real time, troubleshoot and resolve incidents, and escalate complex issues to the Platform Architect or vendor support
• Conduct regular system audits for compliance with Pfizer's standards and policies, and keep accurate documentation such as configuration records, runbooks and impact assessments
• Support evaluation and rollout of new capabilities, including Now Assist and AI-enabled features
• Mentor colleagues and provide constructive feedback on their work

Required profile

• Bachelor's degree with at least 4 years of experience, or a master's with 2 years, or a PhD with 0 years, or an associate's with 8 years, or a high school diploma with 10 years of relevant experience
• At least 3 years of hands-on experience with ServiceNow platform administration, configuration, development or technical platform management
• Experience managing an enterprise technology platform across its lifecycle and handling multiple concurrent projects or priorities
• ServiceNow Certified System Administrator (CSA) certification
• Ability to communicate technical concepts to technical and non-technical stakeholders
• Hybrid work arrangement; up to 10% travel and occasional evening and weekend work for release windows and incident response

Required skills

• Hands-on experience developing and configuring ServiceNow solutions using JavaScript, HTML and CSS
• Experience with platform upgrades, patches, release cycles and troubleshooting complex configuration, application and integration issues
• Knowledge of ServiceNow architecture, configuration, integrations and development best practices
• Experience with platform security, data privacy, access controls and compliance
• Bonus points: CAD or implementation specialist certification, security hardening (domain separation, Edge Encryption), Now Assist, ATF, Agile/Scrum and cross-functional governance experience

What we offer

• Annual base salary of $99,200 to $165,400 (U.S. only; Tampa range $89,400 to $149,000)
• Global Performance Plan with a 12.5% bonus target and share-based long-term incentives
• 401(k) with Pfizer matching contributions, paid vacation, holidays, personal days, caregiver/parental and medical leave, and medical, prescription drug, dental and vision coverage
• Relocation assistance may be available depending on business needs and eligibility