Virtual Service Delivery Expert

hace 1 día


San José, San José, Costa Rica Pfizer A tiempo completo
Job 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.

Key Responsibilities
  • Facilitate Virtual Events using designated collaboration tools
  • Serve 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
  • Improve 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
  • Maintain 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
  • Requirements 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 and Qualifications
  • 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 QUALIFICATIONS: Bachelor's Degree required, 3+ years relevant experience as a business information technology professional
  • PREFERRED QUALIFICATIONS: Excellent communication skills and the ability to indirectly influence key partners and stakeholders
About Us

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.



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