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Support Manager


Collegeville, PA 19426
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Job Details


The Support Manager will be a key part of the Corporate Functions and Business Services Support and Compliance Team within Business Technology. This role will provide technical leadership for the support of applications across Corporate Functions, with a focus on leading the support of our Kronos cloud-hosted time and attendance implementation. They will need the relevant technical expertise along with strong communication and managerial skills. The Support Manager will be expected to provide oversight of the managed service provider for Kronos, handle escalations for support issues, bridge gaps between managed service providers and application teams, and proactively analyze and introduce improvements to the support process.


+ Oversight of managed service provider supporting Kronos

+ Own support escalations and drive to resolution

+ Collaborate with application teams for resolution of complex cross-platform issues

+ Analyze support trends and identify and lead implementation of process improvements

+ Work closely with application architects to coordinate production changes, including ensuring required documentation and knowledge transfer to support staff

+ Ensure application changes and fixes are aligned with SDLC and Change Management processes

+ Engage in projects to ensure supportability of solutions and to ensure any required support funding is budgeted

+ Communicate support processes, outages, and enhancements to application development and support teams

+ Provide appropriate communications as needed to business partners and business sponsors regarding relevant application issues, outages, and enhancements.


+ Minimum: Bachelor's degree in computer science preferred

+ Minimum 8+ years' experience developing and/or supporting enterprise applications

+ Experience supporting Kronos Workforce Timekeeper and Integration Manager in a global organization

+ Knowledge of Kronos Workforce Timekeeper, Kronos Workforce Integration Manager, and SQL Server Database

+ Experience supporting payroll systems is desirable

+ Experience using, supporting, and/or integrating SaaS solutions

+ Knowledge or experience with .NET, SharePoint, Oracle Database, Workday, Single Sign-On, Data Warehousing, Informatica, Business Objects, and enterprise scheduling tools (e.g.UC4, Autosys) is desirable

+ Ability to analyze business and functional requirements

+ Strong verbal and written communication skills

+ Ability to work collaboratively in a matrixed structure


+ Occasional additional hours in the evening or weekends as required based on workload, off-hours critical issue escalations, or meetings with international peers or vendors in different time zones.

+ Domestic travel of 10-20%

**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.

**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.

**Other Job Details:**

+ **Last Date to Apply for Job: 4/16/18**

+ Eligible for Employee Referral Bonus

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