ServiceNow System Analyst

The ServiceNow System Analyst is responsible for the day-to-day operations of the Service Now instance created for Global Clinical Supply. Service Now is GCS’s centralized intake system for questions, ideas, and routine requests. Operations include the following but are focused on some system administration and analysis of surrounding processes.

Responsibilities:

1. Collect information from Service Now (submitters’ line, volume, frequency, SLAs, etc.) and create and provide reports to stakeholders.
2. Design and implement metrics dashboard to reflect status of requests and closure of them.
3. Suggest improvements to Service Now and/or GCS processes to improve metrics or make processes more efficient.
4. Understand Service Now upgrades and enhancements and communicate to the Service Now stakeholders in GCS.
5. Help ensure the Service Now solution helps GCS to collect, triage, and assign requests and ensures up-to-date information on the state of the request to the requestor.
6. Collect and maintain requests for enhancements and assist with requirements gathering when needed.
7. Work with GCS colleagues who have submitted a request to ensure the problem to be solved or idea to be researched is understood and, when necessary, conduct interviews and document the discussion. Collect other information as needed.
8. Ensure colleagues’ experience in using the tool and receiving information and updates is positive.
9. Anticipate potential problems and take action to solve before they impact agents or colleagues/requestors.
10. Where possible, make recommendations to automate repetitive tasks users might want.
11. Learn the tool’s features and functionality and, when needed, demonstrate and answer questions about the tool and its functionality to agents, colleagues/requestors, and stakeholders.
12. Triage and assign requests; when needed, raise questions to stakeholders.
13. Pull and analyze performance metrics, reporting trends, and patterns to stakeholders.
14. Create slide decks for presentations to stakeholders.
15. When needed, troubleshoot Service Now issues and report to GCS team and/or Pfizer Digital.
16. If needed, perform system testing.
17. Serve as the point of contact for agents.
18. Ensure information in related systems is synchronized but not duplicated.

Qualifications:

1. Bachelor's degree in a related field preferred; Associate's degree with related experience will be considered.
2. A minimum of 5+ years of experience in a related field.
3. Report creation and data analysis capabilities.
4. Excellent problem-solving and troubleshooting skills.
5. Ability to communicate technical information in an accessible manner to non-technical colleagues.
6. Software maintenance and testing capability.
7. Ability to effectively prioritize and execute tasks.
8. Customer-service focus.
9. Hands-on problem-solving ability.
10. Written and verbal communication skills.
11. Experience in preparing and delivering creative and targeted presentations.
12. Track record of successfully implementing business process improvements.
13. Continuously improve existing business processes and strive to develop new ones to improve efficiency, proven.

Rate/Location:

1. $57 - $67 per hour.
2. Candidates located in Groton, CT are preferred; however, remote candidates will also be accepted.

Please note contractors are engaged to provide services to Pfizer on a temporary basis in connection with a specific assignment. Contractors are hired and employed through Atrium, our third-party payrolling partner.

This job posting is for a temporary role as an employee of Atrium on assignment at Pfizer. The individual selected for this role will be offered the role as an employee of Atrium; compensation, medical benefits, fringe benefits, and other terms and conditions of employment shall be presented by Atrium upon offer. The pay rate range provided is a reasonable estimate of the anticipated compensation range for this job at the time of posting. The actual pay rate will be based on a number of factors, including skills, competencies, experience, location and/or being pursued, and other job-related factors permitted by law. In addition, this role will be eligible for overtime pay, in accordance with federal and state requirements.