Sr. Associate Virtual Service Delivery

hace 1 día


San José, Costa Rica Pfizer A tiempo completo

ROLE SUMMARY

The Digital Corporate Affairs Client Partner and Colleague Services Team is responsible for providing a high quality, consistent, and repeatable end user support experience to Pfizer colleagues via a multi-channel service support strategy. The team provides leadership to maintain and deliver a consistent operating environment across Digital services and operations across BUs and/or a grouping of sites in the region serving as a single point of contact for service delivery.

ROLE RESPONSIBILITIES

Conferencing & Event Support:

- Facilitates Virtual Events using designated collaboration tools
- Serves as hands and eyes support of on-site Video Conferencing devices and provide Virtual Event support
- Provide in-conference room A/V support, to assist clients with connecting devices to various peripherals, such as video displays for presentations

Service Management Support:

- Improves and develop performance information reports (Infrastructure Dashboards) that are aligned with and reflect IT service delivery in support of client business needs.
- Maintain equipment inventory and ensure an auditable record of all managed assets.
- Maintains documentation (i.e. KBAs, contact lists, checklists, SOPs, etc.)
- Provides direct support to the Customer Experience team
- PO Creation, Vendor invoicing, charge backs, and other financial processing
- Process analysis and improvements
- Creation of operational reports and analysis of data and KPIs
- Management of operational projects
- Develop technical and business presentations to peers, management, and customers
- Requirement’s analysis, documentation, and testing
- Manages service escalation to resolution and identifies continuous improvement opportunities as appropriate.
- Responsible for contributing to scoping and controlling site vendors project resources for supporting ad-hoc operational activities.

**Required Skills**:

- Experience in reports building (e.g., Tableau)
- Strong knowledge of Microsoft Office Products
- Proficient in web conferencing solutions, such as Webex and MS Teams
- Understanding of Video Conferencing equipment
- Experienced with Ariba, SAP and Taulia
- Basic understanding of Digital terms and IT platforms
- Knowledge/understanding of the finance principles and concepts
- Manages own time to meet agreed targets; develops plans for short-term work activities on own projects
- Strong communication, collaboration skills, problem solving, relationship building, negotiation, planning, organization, and customer focus.
- Action orientated
- Project management skills
- Ability to work in a rapidly changing environment
- Persistent and determined

BASIC QUALIFICATIONS
- Bachelor’s Degree required
- 3+ years relevant experience as a business information technology professional in one or many roles such as a service delivery manager, project manager, or business analyst
- Language: Spanish and English, Brazilian Portuguese is a Plus
- Must be self-motivated, must have an ability to work well in a geographically dispersed, virtual team environment, and must exhibit a positive and professional attitude.

PREFERRED QUALIFICATIONS
- Excellent communication skills and the ability to indirectly influence key partners and stakeholders
- Applicants should be capable of working through a personal laptop computer or mobile device for extended periods.

LI-PFE

PHYSICAL/MENTAL REQUIREMENTS

Occasional requirement to move computer equipment, video conferencing equipment and potentially printers

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
- Must be able to work onsite five (5) days per week
- Pfizer Digital is a 7x24x365 endeavor. This role may require physical or virtual participation on a weekend, holiday, or after normal business hours

Work Location Assignment: Flexible

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

LI-PFE



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