As a Knowledge Manager specializing in IT Service Management (ITSM) at Pfizer, Jeffrey Sommerfield plays a pivotal role in enhancing the company's knowledge-sharing capabilities and optimizing user interactions with technology. With a strong foundation in Knowledge-Centered Service (KCS) principles, Jeffrey is dedicated to developing and...
As a Knowledge Manager specializing in IT Service Management (ITSM) at Pfizer, Jeffrey Sommerfield plays a pivotal role in enhancing the company's knowledge-sharing capabilities and optimizing user interactions with technology. With a strong foundation in Knowledge-Centered Service (KCS) principles, Jeffrey is dedicated to developing and refining processes that ensure the seamless delivery of content through knowledge base articles and AI chat interactions. His expertise lies in bridging the gap between technical infrastructure teams and end-users, fostering collaboration that drives efficiency and improves service delivery.
In his current role, Jeffrey is responsible for the day-to-day operations of the company-wide AI Chatbot, a critical tool for enhancing user experience and streamlining support processes. He has successfully implemented key milestones, including Multi-Language Support (MLS) and the HR Concierge feature, which have significantly broadened the bot's accessibility and functionality. By building and executing a strategic roadmap, he is continuously expanding the chatbot's capabilities, ensuring it meets the evolving needs of Pfizer's diverse workforce.
Jeffrey's extensive background in help desk operations and procedures equips him with a unique perspective on user needs and service delivery challenges. His skills in strategic negotiations and process improvement are instrumental in driving initiatives that enhance the overall efficiency of IT services. As he navigates the complexities of AI integration and knowledge management, Jeffrey remains committed to fostering a culture of continuous improvement, ensuring that Pfizer remains at the forefront of technological innovation and user satisfaction.
