Manager, ServiceNow Platform Administrator

Pfizer • Tampa, FL

1d • $99,200 - $165,400 • Hybrid

About The Position

The Manager, ServiceNow Senior Platform Administrator is a hands-on technical expert responsible for the day-to-day health, stability, security, and performance of Pfizer’s ServiceNow platform. Reporting to the ServiceNow Platform Owner, this individual contributor administers and configures a multi-module enterprise instance covering ITSM, ITOM/HAM, CSM, HRSD, and ECP, supporting 1.5 million users, 10,000 fulfillers, one production instance, and seven non-production instances.

The role partners with Product Owners, Developers, the Release Manager, Security Lead, and Integration Lead, and provides configuration guidance to development squads across the Platform Services Center of Excellence. The administrator manages users, groups, roles, ACLs, access controls, environment monitoring, upgrades, patches, cloning, release validation, audits, troubleshooting, and platform documentation. The position supports platform security, compliance, operational continuity, and continuous improvement, including evaluating and rolling out capabilities such as Now Assist and other AI-enabled features.

This is an individual-contributor position requiring independent judgment on moderately complex problems, with escalation for unusual or highly complex issues. The role may also review colleagues’ work and provide mentoring and constructive guidance. The work location is hybrid, travel of up to 10% may be required, and occasional evening and weekend work is required for release windows and incident response.

Requirements

• Meet one of the following education and experience combinations: bachelor’s degree and at least 4 years of experience; master’s degree and at least 2 years; PhD and 0 or more years; associate’s degree and 8 years; or high school diploma/equivalent and 10 years of relevant experience.
• At least 3 years of hands-on experience with ServiceNow platform administration, configuration, development, or technical platform management.
• Hands-on experience developing and configuring ServiceNow solutions using JavaScript, HTML, and CSS.
• Experience managing ServiceNow platform upgrades, patches, and release cycles, including troubleshooting complex configuration, application, and integration issues.
• 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.
• Ability to manage multiple concurrent projects, releases, or platform priorities in a complex enterprise environment.
• Strong written and verbal communication skills, including the ability to communicate technical concepts, risks, and recommendations to technical and non-technical stakeholders.
• ServiceNow Certified System Administrator (CSA) certification.
• Authorization to work in the United States for any employer; the role requires permanent U.S. work authorization, and visa sponsorship is not available.

Nice To Haves

• ServiceNow Certified Application Developer (CAD) certification or a Certified Implementation Specialist certification in a relevant module 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 supporting compliance or audits in a regulated environment.
• Experience implementing or supporting AI-enabled ServiceNow capabilities such as Now Assist, or automation and testing capabilities such as Automated Test Framework (ATF).
• Experience working in Agile/Scrum delivery models and participating in cross-functional platform governance, architecture, or release management forums.
• Ability to diagnose and resolve complex platform, application, configuration, or integration issues.
• Experience identifying platform performance, configuration, or operational issues and implementing corrective actions.
• Ability to manage changing priorities, requirements, and delivery timelines in a complex enterprise environment.

Responsibilities

• Administer and maintain the ServiceNow platform across production and non-production environments, including user and group management, roles, ACLs, and access controls.
• Maintain platform stability, usability, health, and performance across the supported ServiceNow modules and instances.
• Plan and execute platform upgrades, patches, cloning, and release validation in coordination with the Release Manager and Product Owners.
• Monitor platform health and performance, diagnose and resolve incidents, and escalate complex or novel issues to the Platform Architect or vendor support as needed.
• Conduct regular system audits to ensure compliance with Pfizer standards and policies.
• Maintain configuration records, troubleshooting runbooks, and impact assessments for platform changes.
• Provide configuration guidance to development squads and collaborate with Product Owners, Developers, release, security, and integration partners.
• Support the evaluation and rollout of new platform capabilities, including Now Assist and AI-enabled features.
• Apply independent judgment to resolve moderately complex problems and develop options for non-standard situations.
• Review colleagues’ work as appropriate and provide mentoring, constructive feedback, and guidance.
• Stay current on ServiceNow best practices, emerging technologies, and industry trends to improve platform capabilities.

Benefits

• 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution.
• Paid vacation, holidays, and personal days.
• Paid caregiver/parental and medical leave.
• Medical, prescription drug, dental, and vision coverage.
• Eligibility to participate in Pfizer’s Global Performance Plan, with a bonus target of 12.5% of base salary.
• Eligibility to participate in a share-based long-term incentive program.
• Relocation assistance may be available based on business needs and/or eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level