We are seeking a highly motivated, technically curious individual to join the Global Digital Operations (GDO) team (within Pfizer’s Platform DevOps organization) as a Service Management Analyst.  

The Platform DevOps (PDO) team are accountable for the platforms at Pfizer that allow the creation, configuration, launch, and support of all externally facing digital (web, mobile, omni-channel, & device) products, services, and experiences, servicing all external customer types at Pfizer. 

The Support and Operations organization works within an Agile Culture with a DevOps mindset of Continuous Improvement.  It will be critical for the individual in this role to align to both the framework and the culture of the organization and seek to continuously optimize and automate processes within the “Shift-Left” model established by our team. 

The Service Management Analyst will be responsible for the operation and quality of our Application Lifecycle Maintenance (ALM) services and processes. This role will manage the processes, managed service staff, specific infrastructure & interfaces necessary to ensure high quality ALM services. They will participate and contribute as a team member, collaborate with other support and service teams, drive continuous improvement, and ensure our ALM solutions provide the highest level of quality and customer satisfaction. 
 

ROLE RESPONSIBILITIES  

With some oversight this role will:  

• Provide oversight and governance for ALM activities performed by managed service providers and project teams. 

• Assume responsibility for the ALM-specific processes, tooling and infrastructure. 

• Be the first-line Pfizer escalation path for ALM service issues. 

• Provide data, reports, and services supporting compliance (including audits), project teams, and improvement initiatives as well as managing the standard service and Service Level Agreement (SLA) reporting. 

• Apply technical and management skills to drive service improvements, gap analysis, remediations, and extensions. 

• Participate in budgeting, forecasting, contract and license reviews and renewals. 

• Maintain operational service documentation. 

• Develop and implement Continuous Improvement opportunities related to our ALM service. 
   

BASIC QUALIFICATIONS  

• 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 skills.  

• Demonstrated knowledge and/or experience in IT support, Programming/Development, or Application Life Cycle Mgmt. 

• Strong technical and troubleshooting skills.  

• Demonstrated knowledge of, or experience with, Process, Root Cause, and Gap analysis.  

• 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. 

• 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.  

PREFERRED QUALIFICATIONS 

• Service Management, ITIL, or Agile certifications.  

• Experience with ZenDesk, JIRA, Service Manager, or other enterprise class ticketing systems. 

• Backup/Recovery and Disaster Recovery experience is a plus. 

• SmartSheet or Tableau experience is a plus. 

• Experience with Web Hosting platforms and products such as; Drupal, AWS, Laravel, Cloudflare, Cloudfront.  

• Knowledge of Cloud and SaaS concepts and products.