Manager, ServiceNow Platform Administrator

About the role

As the Manager, ServiceNow Senior Platform Administrator, you will be a hands-on technical expert responsible for the day-to-day health, stability, and security of Pfizer's ServiceNow platform. Reporting into the ServiceNow Platform Owner, you will own core administration duties – user and access management, environment monitoring, upgrades, and platform configuration – across a multi-module instance spanning ITSM, ITOM/HAM, CSM, HRSD, ECP with 1.5M users, 10K Fulfillers, 1 prod and 7 Non Prod instances. You will partner closely with Product Owners, Developers, the Release Manager, Security Lead, and Integration Lead to keep the platform performant, compliant, and audit-ready, while providing configuration guidance to development squads across our Platform Services Center of Excellence. This is an individual-contributor role: you will exercise significant technical judgment and operate independently on moderately complex problems, escalating only unusual or highly complex issues.

Responsibilities

• Own the day-to-day administration of the ServiceNow platform – user and group management, roles, ACLs, and access controls – across production and non-production environments, ensuring platform stability and usability.
• Lead planning and execution of platform upgrades, patches, cloning, and release validation, coordinating with the Release Manager and Product Owners to minimize disruption and technical debt.
• Monitor platform health and performance in real time; diagnose, troubleshoot, and resolve incidents, escalating complex or novel issues to the Platform Architect or vendor support as needed.
• Conduct regular system audits, ensuring compliance with Pfizer's standards and policies.
• Maintain accurate system documentation, including configuration records, troubleshooting runbooks, and impact assessments for platform changes.
• Stay abreast of ServiceNow's best practices, emerging technologies, and industry trends, leveraging them to enhance the platform's capabilities.
• Support evaluation and rollout of new platform capabilities, including Now Assist / AI-enabled features, as Pfizer expands its ServiceNow footprint.
• Make decisions to resolve moderately complex problems, developing new options when necessary; operate independently in ambiguous situations guided by policies.
• Review the work of other colleagues in a mentor role, providing constructive feedback and guidance.

Requirements

• Education and experience: bachelor's degree with at least 4 years of experience; OR master's degree with at least 2 years of experience; OR PhD with 0+ years of experience; OR associate's degree with 8 years of experience; OR high school diploma (or equivalent) and 10 years of relevant experience.
• Minimum of 3 years of hands-on experience with ServiceNow platform administration, configuration, development, or technical platform management.
• Hands-on experience developing and configuring solutions on the ServiceNow platform, including use of JavaScript, HTML, and CSS.
• Experience managing ServiceNow platform upgrades, patches, and release cycles, including troubleshooting complex configuration, application, and integration issues.
• Demonstrated knowledge of ServiceNow platform architecture, configuration, integrations, and platform development best practices.
• Experience implementing and supporting platform security, data privacy, access controls, and compliance requirements.
• Experience managing an enterprise technology platform across its lifecycle, including development, release management, upgrades, operational support, and continuous improvement.
• Demonstrated ability to manage multiple concurrent projects, releases, or platform priorities in a complex enterprise environment.
• Strong written and verbal communication skills, with demonstrated ability to communicate technical concepts, risks, and recommendations to both technical and non-technical stakeholders.
• ServiceNow Certified System Administrator (CSA) certification.

Preferred Qualifications

• ServiceNow Certified Application Developer (CAD) certification or Certified Implementation Specialist certification in one or more relevant modules, such as ITSM, HRSD, CSM, or ITOM.
• Advanced experience with ServiceNow platform administration, configuration, development, and integration.
• Experience with ServiceNow security hardening, including domain separation and Edge Encryption, and experience supporting compliance or audit requirements in a regulated environment.
• Experience implementing or supporting AI-enabled ServiceNow capabilities, such as Now Assist, and/or automation and testing capabilities, such as Automated Test Framework (ATF).
• Experience working within Agile/Scrum delivery models and participating in cross-functional platform governance, architecture, or release management forums.
• Demonstrated ability to diagnose and resolve complex platform, application, configuration, or integration issues.
• Experience identifying platform performance, configuration, or operational issues and implementing corrective actions.
• Demonstrated ability to effectively manage changing priorities, requirements, and delivery timelines in a complex enterprise environment.

Schedule & Travel

• Up to 10% travel may be required to different Pfizer/Vendor locations to support platform initiatives.
• Occasional evening and weekend work is required to support release windows and incident response.

Pay

• Annual base salary ranges from $99,200.00 to $165,400.00 (United States, excluding Tampa, FL).
• Annual base salary for Tampa, FL ranges from $89,400.00 to $149,000.00.
• Eligible for participation in Pfizer's Global Performance Plan with a bonus target of 12.5% of base salary.
• Eligible to participate in share-based long-term incentive program.
• Relocation assistance may be available based on business needs and/or eligibility.

Benefits

• 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution.
• Paid vacation, holiday, and personal days.
• Paid caregiver/parental and medical leave.
• Health benefits including medical, prescription drug, dental, and vision coverage.
• Comprehensive and generous benefits and programs to help colleagues lead healthy lives and support each of life's moments.

Work Location

Hybrid work assignment. This role is posted in multiple locations; if applying for a secondary job posting location where pay transparency regulations apply, your Talent Advisor will share local pay information during the first interview.