Manager, ServiceNow CSM Engineer Lead

ROLE SUMMARY

As the Manager, ServiceNow CSM Engineer Lead, you will be at the forefront of Pfizer's digital transformation journey. You will leverage your technical expertise to drive the development and implementation of ServiceNow CSM-based solution that will shape the future of our business operations. Your role will be pivotal in ensuring that our teams have access to the services they need to support Pfizer’s business operations.

Our Culture

We recognize that people are the cornerstone of Pfizer’s success. Our Culture is hugely important to us. Pfizer is #RedefiningGrowth through our ‘Growth Universe’ program that encourages Colleagues to think about their careers as a collection of key experiences. Our colleagues enjoy Pfizer’s ‘Log in for Your Day’ program to actively collaborate with teams in state-of-the-art facilities while having the flexibility to design their workday to maximize productivity and enhance work-life balance.

Pfizer Digital is pushing the envelope in technical innovation utilizing cutting edge technologies and Agile strategies to deliver unconventional solutions. Science Will Win and Digital will help Pfizer do it faster.

We run our business as a team; your input and expertise are essential to our success! We are proud of our ongoing efforts to foster diversity & inclusion to ensure all colleagues have the freedom to be who they are and to bring their whole self to work.

Our Colleagues

In keeping with our mission to cultivate diversity, Pfizer prioritizes workplace practices that elevate the confidence and productivity of our neurodiverse and disabled coworkers by taking their skills into greatest consideration. Our colleagues find Pfizer to be a welcoming and accommodating environment, allowing them to thrive and build new skills with the help of support networks, colleague resource groups, and more.

ADA Accommodations Policy

Pfizer is committed to providing reasonable accommodations to ensure that qualified individuals with disabilities enjoy equal employment opportunities. Generally, the company will provide an accommodation in the following circumstances:

When an applicant with a disability requires an accommodation to be considered for jobs.

When a colleague with a disability requires an accommodation to enable him/her to perform the essential functions of his/her job or to gain access to the workplace.

When a colleague with a disability requires an accommodation to enjoy equal benefits and privileges of employment.

For questions or more detailed information, please reach out to .

ROLE RESPONSIBILITIES

Analyze business requirements and problems and drive the design of high-quality technical solutions in the ServiceNow CSM module.

Participate in all phases of the agile development life cycle. Your responsibilities will include designing, coding, testing, implementing, and maintaining, applications and modules on the ServiceNow platform.

Responsibilities include analyzing system requirements, identifying program interactions, and determining appropriate interfaces between impacted modules and external systems. You will make recommendations for developing new applications or reusing existing code.

Staying current with new capabilities delivered through upgrades, patches or store releases is critical.

Lead software system testing and validation procedures, programming, and documentation, providing technical direction to team members and contractors, assisting in solving programming problems.

Write and/or review system specifications, including flowcharts, date flows, and architecture diagrams, and assist in preparing sprint plans and program increments using agile management tools.

BASIC QUALIFICATIONS

Applicant must have a Bachelor’s degree with at least four years of relevant experience; OR Master’s degree with two years of relevant experience; OR Associate's degree with eight years of relevant experience; OR Ph.D. with 0+ years of experience; OR 10 years of relevant experience with a high school diploma or equivalent

3 years of ServiceNow experience.

ServiceNow Certified System Administrator and ServiceNow Certified Application Developer.

Demonstrate project development, communication, and documentation skills to organize successful delivery of ServiceNow CSM based solutions.

Demonstrate ability to work and communicate collaboratively with different business areas to deliver CSM based solutions.

Comfortable working with translating functional requirements into technical designs.

Experience working in an Agile project environment (SAFe or Scrum preferred) with an emphasis on frequently delivering functional software releases at a sustainable pace. Excellent communication skills are crucial.

Excellent communication skills are crucial.

PREFERRED QUALIFICATIONS

HRSD or CSM ServiceNow Implementor Certification

Experience leading development teams in a non-manager capability. You are a strong team player, able to collaborate effectively with colleagues and contractors across different functions and levels. You have a customer-focused mindset and are committed to delivering high-quality solutions that meet the needs of our users.

Strong problem-solver, able to troubleshoot complex issues and find innovative solutions. You have a strong ability to understand business processes and identify technical solutions.

Keen eye for detail and a commitment to accuracy. You understand the importance of sustainable development and best-practice, out-of-the-box solutions.

Able to clearly articulate technical concepts to non-technical stakeholders, and effectively manage expectations around project deliverables and timelines.

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

Occasional additional hours in the evening or weekends as necessitated by workload, project timelines, or meetings with global vendors and peers.

Domestic and International travel up to 20%.

Other Job Details:

Last Date to Apply for Job: May 21, 2025

Additional Location Information: Tampa, FL; San Jose, Costa Rica

Work Location Assignment: Must be able to work from assigned Pfizer office 2-3 days per week, or as needed by the business

The annual base salary for this position ranges from $86,800.00 to $144,600.00. In addition, this position is eligible for participation in Pfizer’s Global Performance Plan with a bonus target of 12.5% of the base salary and eligibility to participate in our share based long term incentive program. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life’s moments. Benefits offered include a 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, and health benefits to include medical, prescription drug, dental and vision coverage. Learn more at Pfizer Candidate Site – U.S. Benefits (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided applies to the Tampa, FL location only. The salary range provided does not apply to any other United States location or locations outside of the United States.

Relocation assistance may be available based on business needs and/or eligibility.

Sunshine Act

Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider’s name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.

EEO & Employment Eligibility

Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer. This position requires permanent work authorization in the United States.

Information & Business Tech

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