Position Description:
Why Patients Need You:
Technology impacts everything we do.
Pfizer's digital and 'data first' strategy focuses on implementing impactful and innovative technology solutions across all functions from research to manufacturing.
Whether you are digitizing drug discovery and development, identifying solutions, or making our work easier and faster, you will be making a difference to countless lives.
Role Summary:
The Digital Operations & Automation team is responsible to provide operational support globally for all solutions within HR (Human Resources) & Global Business Solutions (GBS) domains.
you will be responsible for operations and support of various configuration controls for IT programs, projects, and tasks, including identifying and implementing solutions as needed.
Maintain thorough records and documentation to ensure accurate product builds, part ordering and product and/or software updates.
Continuous Service improvement is a key aspect of this role.
Role Responsibilities:
Own Application Service Delivery for ServiceNow implementation for HR & GBS domains across all markets assigned.
- Perform day to day support, administration and maintenance of ServiceNow solution/module.
- Maintain the integrity of the ServiceNow solution across production and non-production environments.
- Maintain Forms, Reports, Views, Workflows, Groups and Roles.
- Create, maintain and enhance Incident Management, Problem Management, Service Request Management, Service Catalog, Knowledge Management, Self-Service Portals, single sign on (SSO) capability, and Active Directory Profile synchronization.
- Work closely with the support team to ensure that workflows are efficient and properly unified with the ServiceNow system.
- Interact with stakeholders to understand high level goals and requirements
- Create, update and retire entries in the Service Catalog, integrations, assessments and/or library entries as required.
- Create, maintain and enhance team Dashboards and reporting, including scheduled reports.
- Overhaul, maintain and enhance Change Management, as well as current connections between ServiceNow and other systems.
- Create, maintain and enhance future connections between ServiceNow and other systems.
- Perform in the areas of administration, documentation, and technical support of the ServiceNow platform with a focus on designing and delivering technical solutions that are developed on the ServiceNow platform.
- Strong understanding of CMDB, including importing customer data.
- Configure and customize the ServiceNow system, including workflows.
- Use scripting tools and ServiceNow functionality to create script to automate routine tasks being done in ServiceNow.
- Communicate ServiceNow process, operations and capability information to all levels of management effectively
- Experience working within the ServiceNow platform completing administration tasks, including user provisioning, ticket research and response, reporting, and maintenance activities
- Strong working knowledge of various ServiceNow components such as Service Desk, Change Management, Incident Management, Asset Management, Problem Management, CMDB, Knowledge Management, ServiceNow Scripting, and Service Request Management
- Assisting in troubleshooting patch / release management issues.
- Create and update workflows and related features to meet business needs.
- Provide ServiceNow configuration assistance.
- Assisting in troubleshooting patch / release management issues.
- Ensure that releases adhere to both internal as well as Pfizer IT SDLC policies and procedures.
- Monitor systems integration and process automation.
- Establish IT processes and procedures within ServiceNow, including maintenance routines, development standards, code reviews and new releases.
- Experience with web technologies such as LDAP, SSO, VPN, SSL and normalization and reconciliation tools.
- Knowledge of improving performance and configuration by utilizing ServiceNow best practices.
- Strong ability to identify system deficiencies and recommend solutions and continual service improvement.
- Partner with Service Providers to drive increased value from services.
- Analyze service delivery reports from consulting companies, provide guidance as needed to achieve Pfizer defined service level agreements (SLAs).
- Communication: Provides status updates and communicates relevant Digital-related information to key stakeholders.
Serves as main point of contact on all Digital-related matters for area of responsibility.
Qualifications (Must-Have):
- Bachelor's Degree in Computer Science, Engineering, Math, or equivalent is preferred.
- 10 years of overall IT experience with 5+ years of ServiceNow system administration hands on experience
- Conducts / participates in user inclusive story / requirement gathering sessions
- Works from definition of interface to wireframes to completed designs
- Works with developers to assure design quality and functional ca