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Senior Associate, West Coast Service Delivery

Pfizer
USA
Full-time
Senior · 4+ years experience
Onsite
Discovered 1 weeks ago
servicenow

Full Job Posting

Required Skills:

  • Agent and AI fluency: practical, hands-on use of AI assistants and agentic tooling in daily work, including prompt and workflow design, and the judgment to know when to trust, verify, or override an agent's output.
  • Automation-first thinking: looks at recurring demand and asks what can be eliminated or automated before asking what should be staffed.
  • Data literacy: able to interrogate ticket, telemetry, experience, and cost data directly to find patterns and build an evidenced case for change.
  • Exception judgment: able to work in an environment where the routine is handled by machines and the remaining work is ambiguous, escalated, or high stakes.
  • Working knowledge of the modern endpoint estate — Windows, macOS, iOS/iPadOS, and Microsoft 365 — sufficient to assess technical risk and challenge vendor root cause analysis.
  • Working knowledge of ITSM platforms (ServiceNow) and digital employee experience tooling (for example Nexthink), including automated remediation concepts.
  • Understanding Digital terminology, IT platforms, and how AI and automation capability is built, governed, and delivered on them.
  • Basic knowledge of finance principles and concepts — budgets, accruals, unit cost, and business case construction.
  • Strong communication, collaboration, problem-solving, relationship-building, negotiation, planning, organization and customer-focus skills.
  • Proven experience communicating technical and AI-related issues, limitations, and change impacts to non-technical audiences.
  • Action-oriented, persistent and determined.
  • Ability to work in a rapidly changing environment where operating model, tooling, and scope evolve continuously, and to learn new platforms without formal training.
  • Success in this role may be measured through:
  • Improvement in Digital experience scores
  • Reduction in recurring support demand
  • Increased use of self-service and AI-assisted support
  • Vendor performance improvements
  • Adoption of digital workplace capabilities
  • Reduction of digital friction points
  • Delivery of agreed service levels and experience targets

BASIC QUALIFICATIONS

  • Bachelor's degree preferred
  • 3+ years of service delivery, operations, service desk, infrastructure site delivery, or related experience.
  • 4+ years of experience in managing large-scale supplier agreements involving the delivery of contingent labor.
  • Experience identifying, implementing or supporting automation, self-service or AI-enabled capabilities that measurably reduced human service interactions, using service and experience data to prioritize improvements, size benefits and evidence outcomes, including the change management required to sustain adoption.
  • Demonstrated business acumen and ability to stay abreast of business issues that impact site/edge service delivery.
  • Agent and AI fluency: practical, hands-on use of AI assistants and agentic tooling in daily work, including prompt and workflow design, and the judgment to know when to trust, verify, or override an agent's output.
  • Automation-first thinking: looks at recurring demand and asks what can be eliminated or automated before asking what should be staffed.
  • Data literacy: able to interrogate ticket, telemetry, experience, and cost data directly to find patterns and build an evidenced case for change.
  • Exception judgment: able to work in an environment where the routine is handled by machines and the remaining work is ambiguous, escalated, or high stakes.
  • Working knowledge of the modern endpoint estate — Windows, macOS, iOS/iPadOS, and Microsoft 365 — sufficient to assess technical risk and challenge vendor root cause analysis.
  • Working knowledge of ITSM platforms (ServiceNow) and digital employee experience tooling (for example Nexthink), including automated remediation concepts.
  • Understanding Digital terminology, IT platforms, and how AI and automation capability is built, governed, and delivered on them.
  • Basic knowledge of finance principles and concepts — budgets, accruals, unit cost, and business case construction.
  • Strong communication, collaboration, problem-solving, relationship-building, negotiation, planning, organization and customer-focus skills.
  • Proven experience communicating technical and AI-related issues, limitations, and change impacts to non-technical audiences.
  • Action-oriented, persistent and determined.
  • Ability to work in a rapidly changing environment where operating model, tooling, and scope evolve continuously, and to learn new platforms without formal training.
  • ·
  • Improvement in Digital experience scores
  • Reduction in recurring support demand
  • Increased use of self-service and AI-assisted support
  • Vendor performance improvements
  • Adoption of digital workplace capabilities
  • Reduction of digital friction points
  • Delivery of agreed service levels and experience targets

PREFERRED QUALIFICATIONS

  • Hands-on experience with agentic AI, v
  • irtual agent, or workflow automation platforms in an IT support or service operations context.
  • Experience with ServiceNow (including Virtual Agent and workflow automation) and digital employee experience platforms such as Nexthink.
  • Experience redesigning site support toward a remote-first model, including reduction of physical support footprint such as walk-up kiosks.
  • Familiarity with responsible AI, data privacy, and security requirements in a regulated pharmaceutical environment.
  • Excellent communication skills and the ability to influence key partners and stakeholders indirectly.
  • OTHER DETAILS
  • Occasional requirement to move computer equipment, video conferencing equipment and potentially printers
  • Ability to work a variety of hours as the role is part of a global team.
  • Must be able to work onsite up to 5 days per week, required to be onsite 2+ days per week
  • Periodic travel may be required
  • Last day to apply: October 28th 2026 Work Location Assignment: Hybrid
  • The annual base salary for this position ranges from $79,400.00 to $132,400.00. In addition, this position is eligible for participation in Pfizer’s Global Performance Plan with a bonus target of 7.5% of the base salary. 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 does not apply to Tampa, FL or any location outside of the United States.
  • Relocation assistance may be available based on business needs and/or eligibility.
  • Candidates must be authorized to be employed in the U.S. by any employer.
  • U.S. work visa sponsorship (such as TN, O-1, H-1B, etc.) is not available for this role now or in the future.
  • 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.
  • Pfizer endeavors to make www.pfizer.com/careers accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process and/or interviewing, please email [email protected]. This is to be used solely for accommodation requests with respect to the accessibility of our website, online application process and/or interviewing. Requests for any other reason will not be returned.
  • To learn more about acceptable and prohibited uses of AI during the recruitment process, please review our candidate AI-use guidelines available on Pfizer Careers.
  • Information & Business Tech
  • Bachelor's degree preferred
  • Last day to apply: October 28th 2026
  • Work Location Assignment: Hybrid

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