Support Software Engineer

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.

Within C4, the Global Support and Operations team is accountable for providing high-quality, multi-dimensional, expert technical operations and support for 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 & Opertions 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 contribute to the completion of moderately complex technology programs with a focus on delightful customer experience.

ROLE RESPONSIBILITIES

Subject Matter Expertise - General
• System Support: Apply strong knowledge of technology principles, concepts, theories and contribute to 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. May be required to perform code changes, as needed.

• System Maintenance: Understand day-to-day system activities including business support and incident management by using knowledge of internal/ external business challenges to provide input into recommendations for improvements to products, processes or services.

• Use a variety of communication tools and techniques to explain difficult issues and works to establish consensus.
 

• Collaborate with Platform Teams: Work closely with highly skilled Platform development and operations teams.
• Operations Representation: Act as an Operations team liaison during Platform strategy sessions and meetings.
• Support Transition: Partner with Solution Delivery and Engineering managers to establish support requirements and oversee the handover of projects, features, and automation for ongoing support via detailed support strategies.
• Task Coordination: Organize tasks and spearhead initiatives across internal Pfizer teams and external collaborators in an international setting.
• Project Leadership: Utilize technical expertise and project management abilities to guide projects to successful completion.
• Application Support Oversight: Monitor and regulate application support tasks conducted by managed service providers and additional vendor personnel.
• Stakeholder Communication: Engage with business clients and high-level stakeholders to provide regular updates on system issues and their resolution strategies.
• Data Management: Oversee data gathering for routine and special requests, offering analysis when necessary.
• Compliance Support: Aid in compliance activities including audits, inspections, and related preparations.

Documentation Maintenance: Develop, revise, and keep project documentation current.

Strategic Leadership & Delivery
• Apply good understanding of industry knowledge and strong understanding of business processes to deliver robust technology support.

 

Resource and Financial Management
• None

Cross- Team Collaboration
• Create or leverage existing information and contribute to  stakeholder engagement and communication

Coaching and Mentorship
• Actively shares knowledge with others within team through existing knowledge sharing processes/systems.

BASIC QUALIFICATIONS

Education

Applicant must have a HS Diploma (or Equivalent) and 8 years of
relevant experience OR an associates degree with 6 years of experience
OR a bachelors with at least 3 years of experience OR Masters with more
than 1 year of experience in Computer Science, Software Engineering, or a related technical field.

Experience/ Technical Skills/ Tools

• Service delivery experience, preferably in pharmaceutical industry
• Technical support and operations management experience  participating in robust, cost-effective, high-quality services for external and internal customers.
• Experience collaborating with cross-functionals teams including business subject matter experts, technical experts and compliance teams for project execution.
• Strong knowledge of analytics, quantitative and problem solving skills to drive decisions for optimized solutioning.
• Strong working knowledge on MS Tools –  Word, PowerPoint, Excel.

• Excellent oral and written English communication skills.

• Strong interpersonal, customer service, and relationship competencies.

• Demonstrated knowledge or experience in IT support, Programming and/or Software Development Lifecycle management. Strong technical and troubleshooting skills. 

• 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.

• 2+ experience in technologies such as JS, PHP, Laravel or Drupal and GitHub.

Certifications/ Training

PREFERRED QUALIFICATIONS

Education

Experience/ Technical Skills

• Understanding of commercial business process.
• Process-oriented with strong technical, project management and coordination skills.

• Ability to adapt to changing working conditions and work assignments, to be open, and motivated to learn and adopt new ideas and concepts.

• Knowledge of stakeholder management, facilitation, influencing and negotiation skills.

• Experience in technologies such as AWS, Cloud, CDN (Cloudflare), Terraform, GitHub actions, Python, JS frameworks is highly appreciated.
• Able to work remotely with a team spanning many time zones

Certifications/ Training

• Certification in AWS, Cloud languages or Agile

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