ROLE RESPONSIBILITIES

With some oversight this role will:

• Provide oversight and governance for L1 activities performed by managed service providers and project teams.
• Assume responsibility for the L1 tooling and infrastructure.
• Be the first-line Pfizer escalation path for L1 service issues.
• Provide data, reports, and services supporting compliance (including audits), project teams, and improvement initiatives as well as managing the standard service and SLA reporting.
• Apply technical and management skills to drive service improvements, remediations, and extensions.
• Participate in budgeting, forecasting, contract and license reviews and renewals.
• Maintain operational service documentation.
• Play a lead role in Administering our ticket management system, Zendesk.
• Develop and implement Continuous Improvement opportunities related to incident management, service request fulfillment, tooling and reporting.

Qualifications

Must-Have

• Bachelor's degree required, preferably in a Computer Science or Business Management.
• 3+ years of experience in a corporate setting with an emphasis on service management or application support.
• Excellent oral and written English communication skills.
• Strong interpersonal and customer service skills.
• Demonstrated knowledge and/or experience in IT support, Programming/Development or Service Management.
• Strong technical and troubleshooting skills.
• Excellent organizational and time management capabilities.
• Curiosity and a willingness to learn, and the ability to quickly develop new technical and functional competencies.
• Ability to work both independently and as a member of a team, earning the trust both of customers and teammates.
• Working knowledge of the MS Office suite, including Teams, Word, Excel, SharePoint, and PowerPoint.
• Ability to adapt to new assignments, flexibility and willingness to work in a global team across regions & time zones.

Nice-to-Have

• Service Management (e.g. ITSM, OSOM) or Agile certifications.
• Experience with ZenDesk, JIRA, Service Manager or other enterprise class ticketing systems.
• SmartSheet or Tableau experience is a plus.
• Experience with Web Hosting Platforms and products such as; Drupal, AWS, Laravel, Cloudflare, Cloudfront.
• Experience with Alerting and Alarming systems such as; New Relic, Wormly, Xmatters, and Pager Duty.
• Knowledge of Cloud and SaaS concepts and products.
• Able to work remotely with a team spanning many time zones.

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