Gbs - Customer Service Management (Csm) Squad

Why Patients Need You

As the GBS CSM Squad Process Analyst, you will help plan and deliver solutions in Pfizer’s Global Business Service’s deployment of ServiceNow, known as Fuse, which is the central hub where all Colleagues go to get their Pfizer services. In this role, we are looking for a colleague that is collaborative and has a passion for using technology to solve problems.

What You Will Achieve

As a key part of the CSM squad, you will be designing and maintaining Information Systems to enable the Global Business Services group support the enterprise. You will be responsible for Customer Services Management Systems Governance, including the revision of manuals, code lists and documentation. You will analyze and validate data between GBS systems and ensure compliance and proper handling of records and documentation. You will also be able to provide system and process information for analysis and decision making, statistical data and other reports as required.

As a Senior Associate, your knowledge and skills will contribute towards the goals and objectives of the team. Your focus and ability to meet team targets will help in completing important deliverables on time. Your innovative use of communication tools and techniques will make it easy to manage difficult issues and help in establishing consensus between teams.

It is your hard work and dedication that will make Pfizer ready to achieve new milestones and help patients across the globe.

How You Will Achieve It
- Work as part of GBS CSM squad to develop project and iteration timelines based on business requests.
- Work directly with various Digital and GBS CSM Business Owners to help define and communicate as-is and to-be business processes within the ServiceNow CSM module.
- Translate business requirements into acceptance criteria for user stories.
- Support the design and development of GBS CSM solutions.
- Develop and organize User Stories that contribute to backlog planning for Agile projects.
- Identify watch items, risks and provide input and recommendations during User story / Backlog Grooming sessions.
- Partner with Testing Team and perform thorough testing, as needed.
- Work with Digital team on automated testing framework needs for the squad.
- Support the delivery of solutions are on-time, and inclusive of the scope committed to the business.

**Qualifications**:
Must-Have
- Bachelor’s Degree or equivalent experience in Computer Science, Business, or an affiliated field.
- Ability to bridge the gap between the Business needs and Digital solutions.
- 3-5 years of experience working with Digital and the business, to design and implement digital solutions.
- Working experience with Agile development methodology.
- Knowledge of corporate enterprise systems.

Nice-to-Have
- Foundational knowledge of ServiceNow.
- Experience with Jira.
- Hands on Service Delivery and Operations experience.
- Able to work in ambiguous situations as part of a project team.
- Ability to manage multiple priorities and work well under pressure.
- Good interpersonal and communication skills.
- Self-motivated and flexible with the ability to work effectively and independently in a dynamic problem-solving environment.
- Innovative mindset with strong delivery-oriented values.
- Ability to make sound decisions to resolve complex issues.

Work Location Assignment: Flexible

EEO (Equal Employment Opportunity) & Employment Eligibility

Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, or disability.

People Experience