Role summary
Pfizer's Global Business Services (GBS) Shared Services is a well-established operation with beginnings in Memphis, Tenn., in 1997. The organization expanded to Europe in 2003, Asia in 2007, Latin America in 2013, Eastern Europe in 2014 and AFME in 2016. GBS Shared Services has a workforce of more than 1,000 Pfizer colleagues.
The GBS San Jose Financial Services is a high performing team responsible for the timely delivery of standardized financial processes on behalf of Biopharmaceutical Finance and their business partners for the Emerging Markets. The organization performs certain Record-to-Report, Source-to-Pay, Travel & Expense, Order-to-Cash and other related activities from regionally centralized locations in San Jose, Costa Rica.
The Source-to-Pay Support Hub Analyst will be a key player within the S2P organization. This position will be as main contact for local finance and all regions supported by GBS San Jose, performing sensible activities such as procurement and accounts payables inquiries and processing, controls related performance, inquiries regarding any issue related to the S2P processes. In addition, this role provides exposure with the Senior Leadership of the S2P organization, enabling the participation in different tasks like monthly aging or metrics reviews, detail process review, executing and guaranteeing excellence on the audit controls related to the processes that applies for the S2P organization.
The objective of this role is to enable GBS Source to Pay to meet their business objectives by providing quality Source to Pay analysis and overall business support for Site Leadership, Pfizer colleagues and external suppliers.
ROLE RESPONSIBILITIES
Operational Execution
- Applies logical reasoning to troubleshoot issues and validate financial and operational data.
- Prioritizes tasks effectively, meets deadlines, and adapts to shifting priorities in a fast-paced environment.
- Review and resolve tickets submitted via FUSE and Vendor Connect, ensuring timely and accurate support aligned with service level agreements.
- Monitor shared mailboxes daily to identify and prioritize urgent or special requests.
- Execute daily tasks in accordance with Support Hub priorities and maintain accurate documentation of actions taken.
- Perform data validation and issue resolution across S2P processes, including purchase requisitions, vendor master data, and invoice processing.
- Exercise sound judgment in resolving issues independently and escalate complex matters appropriately.
- Maintains a high level of accuracy in data entry, issue resolution, and documentation.
- Works cooperatively with colleagues across departments and markets to achieve shared goals.
- Demonstrates working knowledge of ERP systems (e.g., SAP), ticketing tools (e.g., FUSE, Vendor Connect, ServiceNow), and Microsoft Office applications.
- Ensure proper execution of internal controls and compliance with SOPs, proposing updates when misalignments are identified.
Customer & Stakeholder Engagement
- Demonstrates a strong commitment to delivering high-quality support to internal stakeholders and external suppliers.
- Serve as a point of contact for internal stakeholders and external suppliers, delivering high-quality customer service.
- Escalate complex or critical issues to leadership promptly and appropriately.
- Maintain strong working relationships with colleagues across departments, and markets to support end-to-end S2P processes.
- Effectively communicates in both written and verbal formats with clarity, professionalism, and cultural sensitivity.
- Demonstrate Pfizer’s values and Actionable Attitudes in all interactions.
Compliance & Controls
- Adhere to internal control frameworks and ensure compliance with SOPs and audit requirements.
- Identify and propose updates to documentation when misalignments with daily operations are observed.
- Understands and follows standard operating procedures (SOPs), work instructions, and internal control frameworks.
- Maintain and update Work Instructions, Job Aids, and Procedures to reflect current practices.
- Ensure consistent application of Pfizer and GBS policies across all activities.
- Support audit readiness by ensuring documentation accuracy and adherence to internal control frameworks.
Continuous Improvement & Development
- Identify and support process improvement initiatives and digital transformation projects within the Support Hub.
- Participate in knowledge-sharing sessions, workshops, and cross-functional forums to enhance team capabilities.
- Demonstrate business acumen by applying market-specific knowledge in stakeholder interactions.
- Take ownership of personal and professional development, seeking mentorship and feedback to grow in the role.
- Participate in team projects, site initiatives, and cross-functional collaborations.
QUALIFICATIONS
- Bachelor’s degree in business administration, Accounting, Finance, or a related field. Candidates in the final stages of their degree may also be considered.
- 1–4 years of relevant experience in finance operations, accounting, or shared services environments.
- Prior experience in Shared Services or Service Desk is preferred.
- Proficiency in Microsoft Office Suite, especially Excel, Outlook, and PowerPoint.
- Familiarity with data analytics tools such as Power BI or Power Apps is a plus.
- Working knowledge of ERP systems such as SAP, Ariba, and ServiceNow.
- Experience with vendor management platforms (e.g., MDGS, APEX Analytics, Taulia) is desirable.
- Solid understanding of Source-to-Pay processes, including invoice troubleshooting, purchase requisitions, vendor master data, and payment processing.
- Knowledge of internal/external audit processes and compliance frameworks.
- Ability to interpret and act on KPIs and operational metrics.
- Intermediate to advanced English proficiency (B2 or higher) in both written and verbal communication.
- Portuguese is a plus, depending on business needs.
- Strong interpersonal and customer service skills, with the ability to communicate effectively across cultures and functions.
- Analytical and problem-solving mindset with attention to detail.
- Ability to manage complex or critical scenarios with professionalism.
- Proactive and adaptable, with a continuous improvement mindset.
- Demonstrated emotional intelligence and resilience in the face of challenges or change.
- Capable of working independently while contributing to team goals.
KEY BEHAVIORS
Courage
Raises difficult issues to ensure that they are addressed.
Approaches problems creatively and explores alternative solutions.
Excellence
Determines appropriately whether to act independently or to escalate a decision.
Prioritize workload and has time management skills
Equity
Invites and acknowledges the ideas and input of others.
Joy
Recognizes and celebrates others for their contributions and achievements.
Learns from mistakes and applies new insights to future work.
PHYSICAL/MENTAL REQUIREMENTS
This role requires extended periods of sitting.
NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
N/A
ORGANIZATIONAL RELATIONSHIPS
This position will interface with colleagues from Global Business Services, Business Technology, Commercial Finance, Commercial & Trade, Contracting, Pricing, Internal and External Auditors, external wholesalers, and state agencies.
Work Location Assignment: On Premise
Work Location Assignment: On Premise
EEO (Equal Employment Opportunity) & 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, or disability.
Finance & Accounting