We are seeking a highly motivated individual to join Pfizer’s Digital Solution and Service Management organization.
Our team is responsible to provide thought leadership in applications, platforms, and technology portfolio along with providing operational support globally for all solutions within the Commercial and Marketing Facing domains. Our mission is to help bring medicines to patients through the delivery of impactful and sustainable technology solutions. Through our team of talented technologists, we provide solution and service delivery, technology platforms managements, and optimization and application support excellence. The Senior Associate (Professional), Salesforce.com Technical Support Specialist is a critical role in helping us achieve our mission.
The Senior Associate (Professional), Salesforce.com Technical Support Specialist will be responsible for providing support and maintenance services to Commercial business applications primarily leveraging Salesforce.com platform technologies and mid-tier technologies. This role will maintain stable, compliant, and reliable systems, engage with customers and service providers to resolve support issues, and partner with solution delivery to deploy new solutions and capabilities. This role will apply comprehensive technical and domain knowledge to provide technical leadership for support, maintenance, and operation of simple to complex commercial applications. The qualified candidate in this role will serve as a technical resource on the team to ensure application service, availability and performance levels are met. This role will participate and contribute as a team member, collaborate with other support teams, drive continuous improvement, and ensure business solutions are supported with the highest level of customer satisfaction. Individual in this role will also work with regional and market level Digital and business contacts globally to manage communications and service relationships.
With some oversight:
Will demonstrate and apply technical and domain subject-matter knowledge to help resolve support issues for simple to moderately complex applications.
Will develop and document (software development lifecycle) maintenance change releases related to enhancements and bug fixes for simple to moderately complex applications.
Will use appropriate communication tools and practices to present complex concepts to stakeholders and influencers.
Maintain key metrics for quality, efficiency, and performance. Identify areas for improvement, agree and implement improvement plans with Digital Business Partner.
Participate in platform upgrades, project enhancement releases, application maintenance releases and system patching.
Monitor, review and implement compliance and security measures.
Support audit and legal requests and coordinate quarterly recertification
Provide status updates and communicate relevant information to key stakeholders
Qualifications
Must-Have
Bachelor’s degree required, preferably in a Computer Science, Information Systems/Management, or related field.
3 years of recent experience and demonstrated ability with development or enhancement of software/applications.
1+ years of experience Salesforce.com administration or development (Lightning, APEX, etc.).
Strong technical and troubleshooting skills.
Excellent oral and written English communication skills.
Strong interpersonal, customer service, and relationship competencies.
Excellent organizational and time management capabilities. Ability to multi-task, plan, organize and effectively execute tasks and projects.
Curiosity and willingness to learn, and 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.
Ability to adapt to new work assignments, flexibility, and willingness to work with a global team across regions and time zones.
Nice-to-Have
Experience in IT support of applications or solutions and/or Software Development Lifecycle management.
Experience with Sales Force Automation (SFA) and Customer Relationship Management (CRM) processes including Veeva CRM.
Experience with data and integration technologies such as Informatica Cloud Services, MuleSoft, Oracle, Amazon Web Services, Snowflake, UC4.
Experience working in the Pharmaceutical or Life Sciences industry.
Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
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