Patient Services CRM Lead - Solution And Service Management

Why Patients Need You

Technology impacts everything we do. Pfizer's digital and 'data first' strategy focuses on implementing impactful and innovative technology solutions across all functions from research to manufacturing. Whether you are digitizing drug discovery and development, identifying solutions, or making our work easier and faster, you will be making a difference to countless lives.

What You Will Achieve

We are seeking a highly motivated individual to join Pfizer's Digital Solution and Service Management organization.

Our team is responsible for operations of all core digital systems across Market Access and Revenue Management solutions globally. 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 manager, Solution and Service Management is a critical role in helping us achieve our mission.

The Senior manager, Solution and Service Management, will be responsible for managing support and operations of Patient Services CRM applications. This role will maintain stable, compliant, and reliable systems, engaging with customers and service providers to resolve issues, and partnering with solution delivery to deploy new solutions and capabilities. The qualified candidate will work with technologies, such as Salesforce.com, AWS, Mulesoft as well as emerging capabilities including Artificial Intelligence and Robotic Process Automation and integrations with key enterprise and local edge systems. This role will participate and contribute as a team lead, manage deliverables, manage application releases and upgrades, collaborate with other support teams, drive continuous improvements, and ensure our solutions are supported with the highest level of customer satisfaction.

How You Will Achieve It

• Operational Oversight: Manages support and operations of various solutions including Patient Services CRM, Healthcloud, Mulesoft, integrations with various partner systems.

• Team Leader: Coach, develop and lead employees including goal setting, feedback, and performance development planning.

• Responsible to lead and manage deliverables of colleagues and contractors and accountable for the quality and performance of application support.

Service Management and Governance:

• Leads the definition and management of the SLA's and OLA's for the application portfolio. Managing current service delivery for supporting platforms and products including management of service delivery vendors, hosting vendors, implementing solutions to improve service stability, automation, capacity planning, identifying, and deploying preventative maintenance solutions.

• Manage and monitor service metrics to expected target and build tools and automation that eliminate repetitive tasks and prevent incident occurrence.

• Take leadership role to identify and implement continuous improvement and automation opportunities.

• Implement and execute operational compliance processes to ensure all application support activities are compliant.

• 100% accountability for application audits conducted on the supported platforms and solutions.

• Act as Release manager for assigned applications with direct responsibility to lead platform upgrades, application maintenance releases and system patching.

• Oversee and resolve high priority incidents, provide guidance and direction to the team, and manage stakeholder communication.

• Active customer engagement to collect feedback and address any concerns and ensure end-user satisfaction.

• Generate and monitor monthly reports on service uptime, outages, and take leadership role to identify and implement continuous improvement and automation opportunities.

• Ensure all application support activities and actions are compliant with Agile SDLC processes and procedures.

• Ensure availability of all the supported platforms to minimize business impact.

• Partner with Solution Delivery and Engineering leads to define and implement supportability requirements and manage transition of projects to long-term support.

• Ensure smooth transition of application upgrades and new capabilities to production support.

• Supplier Management: Owns relationship with managed services supplier for application support & maintenance services. Responsible for supplier oversight, contract management, financial management, and performance monitoring. Assist with support contract renewals and manage software licenses.

Qualifications

Must-Have

• Bachelor's degree required, preferably in Computer Science, Engineering, or related field.

• 7+ years of relevant experience in Salesforce.com based cloud solutions (Service Cloud, Health Cloud, Sales Cloud), Mulesoft integration with emphasis on implementation, application support, application development, or systems engineering.

• Experience supporting applications and solutions in pharmaceutical industry with focus on patient access and adherence, Specialty pharmacy, Specialty HUBS

• Good understanding of data compliance processes and controls

• Deep knowledge of Agile methodologies and SDLC processes

• Experience managing vendors and contracted resources in both a staff augmentation and outsourcing model.

• Excellent written, interpersonal, and oral communication skills, communicate and liaise broadly across functions and the global organization.

• Strong analytical, critical thinking, and troubleshooting skills.

• Ambition to learn and utilize emerging technologies while working in a stimulating team environment.

• Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop, and coach others, oversee, and guide the work of other colleagues to achieve meaningful outcomes and create business impact.

Nice-to-Have

• Knowledge of systems within Patient Services within Pharmaceutical industry.

• Knowledge of Health Cloud/Service Cloud implementation.

• Process-oriented with strong organization, project management and coordination skills.

• ITIL/PMP certified.

• 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 database, storage, hosting, cloud, application, analytics, and services technologies.

• Strong interpersonal skills enabling teamwork in a matrix environment.

• Proven ability to build strong partnerships across functions.

• Experienced with managing staff and large numbers of geographically diverse onshore and offshore consultants.

• Regulatory, compliance and risk management knowledge.

PHYSICAL/MENTAL REQUIREMENTS

• None

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

• Expectations around travel will be minimal but candidates must be capable of travel within the region, to other regions, and to other Pfizer sites.

• Pfizer Digital is a 7x24x365 endeavor. This role may require physical or virtual participation on a weekend, holiday, or after normal business hours.

Other Job Details

• Last day to apply: July 8, 2024

• Additional locations: Kirkland, Canada

• Work Location Assignment: Must be able to work from assigned Pfizer office 2-3 days per week, or as needed by the business.

The annual base salary for this position ranges from $131,200.00 to $218,600.00. In addition, this position is eligible for participation in Pfizer's Global Performance Plan with a bonus target of 17.5% of the base salary and eligibility to participate in our share based long term incentive program. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life's moments. Benefits offered include a 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits to include medical, prescription drug, dental and vision coverage. Learn more at Pfizer Candidate Site - U.S. Benefits | (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided applies to the Tampa, FL location only. The salary range provided does not apply to any other United States location or locations outside of the United States.

Relocation assistance may be available based on business needs and/or eligibility.

Sunshine Act

Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider's name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.

EEO & Employment Eligibility

Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer. This position requires permanent work authorization in the United States.

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