Manager, ServiceNow Platform Administrator

USE YOUR POWER FOR PURPOSE 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. WHAT YOU WILL ACHIEVE In this role, you will manage and maintain the ServiceNow platform, ensuring its smooth operation and optimal performance. • You will 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. • You will 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. • You will 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. • You will conduct regular system audits, ensuring compliance with Pfizer's standards and policies. • You will maintain accurate system documentation, including configuration records, troubleshooting runbooks, and impact assessments for platform changes. • You will stay abreast of ServiceNow's best practices, emerging technologies, and industry trends, leveraging them to enhance the platform's capabilities. • You will support evaluation and rollout of new platform capabilities, including Now Assist / AI-enabled features, as Pfizer expands its ServiceNow footprint. • You will make decisions to resolve moderately complex problems, developing new options when necessary. Your decisions will be guided by policies in non-standard situations, and you will be expected to operate independently in ambiguous situations. • You will generally review your own work, seeking directional review from others when necessary. In this role, you will also have the opportunity to review the work of other colleagues in a mentor role, providing constructive feedback and guidance. In this role, you will be the driving force behind our platform administration, ensuring that our platform and products are running smoothly and efficiently. You will be the go-to person for all things related to our platform, from troubleshooting issues to implementing new features. Your expertise will be crucial in helping us to continue to innovate and stay ahead of the competition. HERE IS WHAT YOU NEED (Minimum Requirements) • Applicant must have a bachelor's degree with at least 4 years of experience; OR a master's degree with at least 2 years of experience; OR a PhD with 0+ years of experience; OR as associate's degree with 8 years of experience; OR a 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 d