The Colleague Services Solutions Operations Analyst will be responsible for managing all aspects of the Pfizer Service Center infrastructure and Pfizer's interfaces with the HR Operations vendor, currently IBM.
This role also supports the Case Management & Employee Document Management Business Owners within the Service Now platform in the prioritization of work through data analysis, partnership with key stakeholders and business requirement gathering.
This role will partner across all of Colleague Services as well as other related functions (e.g.
Digital, Sourcing and Enterprise Services) and is responsible to drive effective operations with user experience in mind.
This includes responsibility for managing several Service Center vendors and collaborating with the vendors' sub-contractors.
Role Responsibilities-
- Manages the telephony vendors: British Telecom and FuturCom tone studio with responsibilities including:
- Functional design of individual Country Telephone menus and upkeep of design documents- Project manage telephone menu changes across all stakeholders- Management of Purchase Orders, invoicing and renewal of contracts- Continuous, proactive review of quality of telephone services- Partners with HRO provider counterpart on infrastructure operations including escalations and resolutions- Serve as the Subject Matter Expert for process design/improvements for operational infrastructure- Identifies and resolves PCSC infrastructure issues in close partnership with Digital.
Leads the Pfizer Colleague Service Center SWAT management team- Supports Case Management & Employee Document squad in reviewing product features and functionality to ensure product quality is retained and business needs are met
**Qualifications**:
- A minimum of 2 years of experience supporting Colleague Services HR Operations and/or IT/Systems Operations, related activities in a Shared Services environment at this level,- Solid understanding of telephony services, Voice over IP, Interactive Voice Response Systems,- Demonstrated experience in Business Analysis and creation of technical design documentation- Demonstrated experience collaborating with third-party vendor(s) to improve service performance- Advanced understanding of cultural differences in global geographies- Experience initiating and leading continuous improvement activities- Ability to perform root cause analysis, using logic and analytics if the situation dictates-
- Excellent verbal and written communication and interpersonal skills; ability to communicate confidently and professionally with all levels of the organization- Excellent customer service skills and mindset- A proven self-starter with the ability to work independently and/or in a team, manage multiple priorities, and work in a matrixed, global environment.- Results-oriented with a strong drive to accomplish objectives and meet high standards- Minimum of Bachelor's degree or equivalent in HR Admin / Technology or other related field.
PREFERRED QUALIFICATIONS- Ability to manage multiple priorities and work well under pressure- Self-motivated and flexible with the ability to work effectively and independently in a dynamic problem-solving environment.- Exceptional level of attention to detail, connecting-the-dots and holistically inquisitive in exploring solutioning through innovation- Ability to work collaboratively with teams and as an individual contributor; ability to manage time effectively and manage multiple competing priorities- Strong technology aptitude and interest in research, data, metrics and analysis- Solution oriented attitude that focuses on continuous improvement; ability to diagnose issues and clearly articulate solutions
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Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
Information & Business Tech
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