Sr Manager, Salesforce.com Technical Support

This job is with Pfizer, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

At Pfizer we make medicines and vaccines that change patients' lives with a global reach of over 780 million patients.

Pfizer Digital is the organization charged with winning the digital race in the pharmaceutical industry. We apply our expertise in technology, innovation and our business to support Pfizer in this mission.

The Biopharma, Patient & CDI (C4) team builds and maintains the platforms and capabilities that enable Pfizer Business Units to connect digitally with our external customers and effectively engage and collaborate across teams internally.  This includes all digital (web, mobile, omni-channel, & devices) products, platforms, services, and experiences in service of patients, HCPs, payors, pharmacists, or clinical sites. We build advanced cloud-based technology solutions at a global scale that positively impact Pfizer business performance.

Global Support and Operations : Within C4, the Global Support and Operations team is accountable for providing high-quality, multi-dimensional, expert technical operations and support for a suite of solutions used across C4 organization.

The primary purpose of the Service Delivery Lead is to empower digital customer facing Pfizer colleagues with tools, processes and knowledge to create outstanding experiences for our patients, health care professionals and other stakeholders.

The Service Delivery Lead - Support & Operations is expected to develop, implement, and manage the technical support framework to provide timely, high-quality, value-added services to enhance customer productivity.

The individual filling this role is expected to develop ideas and lead / co-lead complex projects across Sub Business Units with a focus on delightful customer experience. Ability to lead complex technology programs is critical.

Role Responsibilities

Subject Matter Expertise - General

• System Support : Apply advanced knowledge of technology principles, concepts, theories to design and implement incident management framework through initial investigation, risk assessment, optimal solutioning and coordinating with technical teams for implementation of technical resolution in accordance with digital procedures.
• System Maintenance : Manage day-to-day system activities including business support and incident management by interpreting internal / external business challenges and best practices to recommend improvements to products, processes, or services.
• Communications : Use a variety of communication tools and techniques to present complex ideas. Anticipates potential objections and influences others to manage escalations.

Technical Expertise

Strategic Leadership & Delivery

Resource and Financial Management

Cross- Team Collaboration

Coaching and Mentorship

Basic Qualifications

Bachelor of Science degree in Information Management, Computer Science, Engineering or Technology Management preferred.

Experience / Technical Skills / Tools

Technology And Domain Requirements

Preferred Qualifications

Experience / Technical Skills

Understanding of pharma sales or marketing business process.

Understanding of data management or data integration processes.

Certifications / Training

Salesforce.com certification(s)

Physical / Mental Requirements

None, primarily office / computer-based work

Non-standard Work Schedule, Travel Or Environment Requirements

Other Information

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.

Information & Business Tech

Skills Required

Amazon Web Services, snowflake , Mulesoft, Salesforce.com, Veeva Crm, Oracle, Autosys