Overview

Job Location:
Costa Rica – Escazu

The Coordinator ServiceNow Functional Testing role is a Global role that reports to the Director, Release and ServiceNow Functional Testing under the GBS HR, Business Process Design, Data Management and Solutions team.  

The role is accountable for planning and executing country-specific, regional and global ServiceNow Functional testing efforts, assessing impacts of requirement changes, understanding testing resource needs and implementing integrated plans/ strategies to ensure successful test execution, as part of our Pfizer audit/compliance standards. 

This individual will assess and analyze the business requirements and process changes for bi-annual ServiceNow releases, new HR Operations plan initiatives and Change Requests in the service delivery model and determine testing requirements in alignment with the global testing strategy and compliance guidelines.

In addition, the Coordinator ServiceNow Functional Testing is also responsible for executing testing for individual change requests and large-scale projects, tracking and reporting results, capturing and validating evidence as required by Compliance, and providing business signoff to the organization on quality assurance/ testing efforts.

This individual will also assist with identification, sourcing, training and management of additional external resources (from outside of Global Business Services), as needed, depending on the scope of the initiative. 

While this role will handle core ServiceNow changes in the areas of HCM, Compensation, Talent Acquisition, and Security, this Manager level role will also be the key point of contact and lead for testing of more complex or Global projects and projects with impacts to other HR systems outside of ServiceNow. This individual will use Project Management skills to manage complex and shifting project plans with cross-functional overlaps.

ROLE RESPONSIBILITIES

  • Develop testing plans for both Global and Regional projects to ensure timely and effective implementation of changes, in alignment with global testing strategy
  • Determine resource skill profile and assist with securing resources for testing efforts. For larger scope efforts, assist with the onboarding and management of external testing resources (external to GBS or external to Pfizer).
  • Prepare and deliver testing training instructions as needed for new project resources.
  • Execute and manage testing efforts for ServiceNow feature releases, core ServiceNow Change Requests, complex ServiceNow projects with ServiceNow Extend integrations and other HR technology outside of ServiceNow, track and report Test Problem reports, testing outcomes, status and statistics for all WD testing initiatives (cross-regionally and globally).
  • Assess testing effort necessary to support implementation of Change Requests and Projects impacting the region, Cross-regionally, or Globally in Workday and other HR applications.
  • Create and manage complex project plans for Testing activities, including shifting cross-functional priorities.
  • Create and maintain ongoing relationships with local GBS/ HR/ Digital / COE resources that can be leveraged for understanding local process needs and assisting with testing.
  • Analyze business requirements and functional specification documents for use in the design of ServiceNow functional testing scenarios.
  • Prepare test scenarios and scripts, assist with testing execution, data setup/ manipulation, and capture/ validation of necessary evidence as required by Compliance
  • Understand and ensure compliance with Pfizer SDLC guidelines and ServiceNow compliance guidelines based on the system type/change types.
  • Using the established procedures, mine data for matching to each test script, and perform manual testing to validate results. Where challenges with data mining are encountered, escalate and work as necessary with cross-functional teams to address.
  • Ensure that defects and issues are logged, managed, and addressed as needed, and that are all requirements are met before the final solution is deployed. Ensure any defects remaining as of Production go-live have clear remediation plans in place to address remaining issues.
  • Provide final functional sign-off before changes/fixes move into the Production.
  • Prepare test scenarios and scripts, assist with testing execution, data setup/ manipulation, and capture/ validation of necessary evidence as required by Compliance
  • Understand and ensure compliance with Pfizer SDLC guidelines and ServiceNow compliance guidelines based on the system type/change types.
  • Using the established procedures, mine data for matching to each test script, and perform manual testing to validate results. Where challenges with data mining are encountered, escalate and work as necessary with cross-functional teams to address.
  • Ensure that defects and issues are logged, managed, and addressed as needed, and that are all requirements are met before the final solution is deployed. Ensure any defects remaining as of Production go-live have clear remediation plans in place to address remaining issues.
  • Provide final functional sign-off before changes/fixes move into the Production tenant
  • Periodically review and conduct testing (including all required pre-work) for non- ServiceNow functionality, as needed, including other Pfizer and vendor-based systems

BASIC QUALIFICATIONS

  • Strong functional understanding of the Workday solution and Software-as-a-Service environment
  • 3-5 years’ experience in HR process design, as HR business analyst, or similar experience in HR or HR Digital Technology
  • 2-3 years of experience working in ServiceNow including HCM, Talent, Recruiting or Compensation modules
  • Bachelor’s degree in HR, Engineering, Computer Science, or related discipline
  • Proven analytical, organizational, project management, problem-solving and issue-resolution skills in a global cross-functional team environment.
  • Strong organizational, interpersonal, communication and partnering skills with both technical and functional end users.
  • Excellent organizational and oral/written communication skills, with strong attention to detail.
  • Capacity to work independently and operate in an fast-paced environment as part of a Global Team.

PREFERRED QUALIFICATIONS

  • Project Management Professional Certification, Certified Scrum Master or similar background
  • 2-5 years’ experience in HR Process testing or Quality Assurance
  • At least 2 years of functional or technical HR/ Digital experience
  • Subject matter expertise in ServiceNow processes, testing and tools

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

  • Ability to work Monday to Friday in a global environment which will require occasional off-hours conference calls/meetings
  • Ability to work weekend hours (typically Saturdays) for major ServiceNow or Pfizer releases for implementation/ hyper care support needs

Ability to travel up to 10% as needed.

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

Human Resources

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