Service Center Infrastructure Manager
hace 6 días
Job Description
The Colleague Services Solutions Operations Analyst will be responsible for overseeing the Pfizer Service Center infrastructure and interfaces with the HR Operations vendor, IBM. This role will analyze data, collaborate with stakeholders, and gather business requirements to support the Case Management & Employee Document Management Business Owners within the Service Now platform.
Responsibilities
- Design and implement individual Country Telephone menus and maintain design documents for telephony vendors: British Telecom and FuturCom tone studio.
- Lead telephone menu changes across all stakeholders, manage Purchase Orders, invoicing, and renewal of contracts, and continuously review the quality of telephone services.
- Partner with HRO provider counterparts on infrastructure operations, including escalations and resolutions, and serve as the Subject Matter Expert for process design/improvements for operational infrastructure.
- Identify and resolve PCSC infrastructure issues in close partnership with Digital and lead the Pfizer Colleague Service Center SWAT management team.
- Support Case Management & Employee Document squad in reviewing product features and functionality to ensure product quality is retained and business needs are met.
Requirements
- Minimum 2 years of experience in Colleague Services HR Operations and/or IT/Systems Operations in a Shared Services environment at this level.
- Solid understanding of telephony services, Voice over IP, Interactive Voice Response Systems, and experience in Business Analysis and creation of technical design documentation.
- Demonstrated experience collaborating with third-party vendor(s) to improve service performance and advanced understanding of cultural differences in global geographies.
- Excellent communication and interpersonal skills and ability to work independently and/or in a team, manage multiple priorities, and work in a matrixed, global environment.
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