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Sr. Manager, Servicenow Itsm Architect

3 weeks ago

Dublin, Dublin City, Ireland Pfizer Full time

Sr. Manager, ServiceNow ITSM Architect

This role involves working closely with Product Owners, process owners, clients, stakeholders, and internal teams to deliver effective solutions and enhance IT service delivery, ensuring alignment with business goals and supporting overall objectives.

Key Responsibilities:
  • Design, develop, implement, and maintain ITSM processes and systems using the ServiceNow platform to meet business requirements.
  • Work closely with cross-functional teams to gather requirements, translate them into technical specifications, and ensure successful delivery of ITSM solutions.
  • Partner with ITSM Product owner to develop strategy and roadmap for product development and release.
  • Implement and maintain integrations with ServiceNow and other enterprise systems using REST/SOAP APIs, MID Server, and Integration Hub.
  • Design and implement complex workflows and business processes using ServiceNow's Flow Designer and Workflow Editor.
  • Analyze existing processes and workflows for improvements, optimization, and enhancement of ITSM processes.
  • Develop and deliver training materials and sessions for end-users and administrators.
  • Create and maintain detailed technical documentation, including design specifications, test plans, and user guides.

The ideal candidate will possess a robust background in ServiceNow ITSM architecture, including a deep understanding of IT Service Management (ITSM) processes. Responsibilities include designing, developing, implementing, and maintaining ITSM processes and systems using the ServiceNow platform to meet business requirements.

Qualifications:Must-Have:
  • Bachelor's degree in a relevant field such as Computer Science, Information Technology, Engineering.
  • 7+ years of experience interfacing with or managing IT application/infrastructure technologies.
  • 5+ years' proven experience with ServiceNow ITSM administration/management, configuration, development, integration, upgrade, and continuous improvement.
  • Certified Technical Architect (CTA) with Certified Implementation Specialist (CIS) certifications in ITSM disciplines.
About Us:

Pfizer is committed to equal opportunity in employment for all employees and applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or expression, national origin, or disability.