As the ServiceNow CSM Case Lead, you will support Pfizer’s Global Business Services organization in managing technical solutions for People Experience, Sourcing and Financial operations.
In partnership with ServiceNow Product Owners and Solution Architects, you will use your passion to learn new tools and techniques and identify needed system improvements.
You'll use the Agile life cycle to work with the development team on developing and configuring ServiceNow’s CSM module to implement system stakeholder requirements.
You’ll analyze the needs and the environment to help make sure the solution the team develops considers the current architecture and operating environment, as well as future functionality and enhancements.
We recognize that people are the cornerstone of Pfizer’s success. Our Culture is hugely important to us. Pfizer is #RedefiningGrowth through our Growth Universe’ program that encourages Colleagues to think about their careers as a collection of key experiences.
Our colleagues enjoy Pfizer’s Log in for Your Day’ program to actively collaborate with teams in state-of-the-art facilities while having the flexibility to design their workday to maximize productivity and enhance work-life balance.
Pfizer Digital is pushing the envelope in technical innovation utilizing cutting edge technologies and Agile strategies to deliver unconventional solutions.
Science Will Win and Digital will help Pfizer do it faster.
We run our business as team; your input and expertise are essential to our success! We are proud of our ongoing efforts to foster diversity & inclusion to ensure all colleagues have the freedom to be who they are and to bring their whole self to work.
How You Will Achieve It
Perform day-to-day support and maintenance, work with the functional team to develop solutions in ServiceNow and coordinate support and development efforts within the Service Delivery team.
General support, administration and maintenance of ServiceNow platform and associated applications
Work closely with the CSM squad to configure and improve core and custom applications
Work directly with end users to resolve support issues within ServiceNow
Monitor the health, usage and overall compliance of ServiceNow and its applications
Develop systems integrations and process automation
Create and configure Business Rules, UI Policies, UI Actions, Client Scripts and ACLs including advanced scripting of each.
Create and configure Notifications, UI pages, UI Macros, Script Includes, Formatters, etc. in ServiceNow
Guide upgrades for the HR Case squad
College degree or equivalent combination of education and experience
3+ years relevant experience
2+ years ServiceNow development experience
Experience working in an Agile project environment with an emphasis on frequently delivering functional software releases at a sustainable pace
Technical understanding of the ServiceNow Service Portal
Experience working with the ServiceNow Service Portal Configuration : Branding Editor, Page Designer, Page Editor, Widget Editor, and creating new portals
Experience working with ServiceNow Integration Hub; both utilizing delivered spokes and developing custom integration
Hands-on experience with the ServiceNow CSM module
ServiceNow Service Portal Fundamentals Training, and ServiceNow Certified System Administrator and / or Certified Application Developer
Familiarity with Human Resources business processes
Experience with the SAFe Agile methodology
Ability to work as an individual and in a team environment
Strong analytical and problem-solving skills
Strong organization and time management skills
NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
Occasional additional hours in the evening or weekends as necessitated by workload, project timelines, or meetings with global vendors and peers.