colleague services and adoption, tools & technology lead

The Colleague Services and Adoption, Tools & Technology Lead role is a member of the Colleague Services and Adoption(CS&A) team within Digital. This team is accountable for applying design-centric & human centered methods to optimize support processes and manage change, with the objective of shaping a delightful experience for internal Pfizer users; so colleagues have more time for meaningful work.

The Colleague Services and Adoption, Tools & Technology Lead will play a pivotal role in supporting our change agenda by defining, implementing and supporting the platform systems and tools required to support the strategy of creating and delivering human-centered technology experiences, solutions and services to internal Pfizer users.

ROLE RESPONSIBILITIES

• Responsible for the strategy, requirements, testing and optimization of Pfizer’s internal, self-service platform and other CS&A tools as required. - Participate in launch and release planning and management, track metrics and feedback to recommend changes and new capabilities.

• Partner with relevant stakeholders to develop internal to Colleague Services & Adoption tools and technology roadmaps

• Own relationship with Fuse/ServiceNow creation center, key vendors, GBS and other key cross functional Digital stakeholders

• Participate in PfizerOne planning and execution for Colleague Services & Adoption

• Manage launch and release planning and management, track metrics and manage product lifecycle

• Lead the prioritization and implementation of technical enhancements

• Establish and communicate the aligned monthly release calendar

• Lead technical projects as required

• Lead the identification and implementation of automation & AI opportunities, partnering with team members to identify opportunities that drive cost efficiency and create more time for meaningful work

• Partner with team service/product owners to implement innovative products and solutions to address unmet customer needs and/or enhance the customer experience. 

• Partner with metrics team to analyze operational and performance metrics and interpret underlying drivers to translate into data-based recommendations.

• Leverage external research and networks to identify digital solutions to improve user experience and self-service adoption globally.

• Manage large Software Budget accordingly

• Analyze current and future state needs and challenges, identify improvement opportunities and research future technologies in alignment with change agenda

BASIC QUALIFICATIONS

•  Bachelor’s Degree with 6 years of experience or Master’s Degree with 5 years of experience or PhD with one year of experience with increasing responsibility in designing, delivering, or operating global systems & platforms

• Relevant experience as an information technology professional in roles such as a software developer, technical project manager, systems administrator, database administrator, systems engineer, computer engineer or support specialist, engineering lead, technical team lead

• Experience leading matrixed teams comprised of contractors and/or colleague resources

• Ability to synthesize complex business requirements into technical and functional needs and proceed to manage multiple projects with attention to detail, accountability, and ownership for end-to-end project lifecycle

• Ability to manage multiple initiatives concurrently.

• Demonstrated ability to deliver Cross functional results in an integrated, collaborative manner and a willingness to do what it takes to get the job done.

• Sound professional judgment and persistence and demonstrated success at promoting innovation and taking thoughtful risks to challenge the status quo, resulting in enhanced processes or products.

• Strong ability to connect business strategy to make technical recommendations that capitalize on in house functionality or brings forward new and innovative solutions

• Strong written and verbal communication, presentation, and facilitation skills

• Ability to clearly communicate complex technical and functional information in an easy to understand manner and problem-solving skills

• Strong interpersonal skills to be able to interact with all levels of organization 

• Drives business results – identifies and capitalizes on opportunities, identifies risks/issues, assesses implications, formulates recommendations, and Drives Sound decisions that deliver results

• Passionate about optimizing the investment made into Pfizer Digital tools to deliver a “Best in Class” support experience for Pfizer users.
  
  PREFERRED QUALIFICATIONS

• Experience with Agile Software Delivery

• Experience with ServiceNow

  
Work Location Assignment: Hybrid

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.

Information & Business Tech