A career in Information Technology, within Internal Firm Services, will provide you with the opportunity to support our core business functions by deploying applications that enable our people to work more efficiently and deliver the highest levels of service to our clients. You’ll focus on managing the design and implementation of technology infrastructure within PwC, developing and enhancing both client and internal facing applications within PwC, and providing technology tools that help create a competitive advantage for the Firm to drive strategic business growth. Our Operations Support team monitors the overall quality of our service. As a part of the team, you’ll be the primary contact for ensuring the quality of our services is maintained while also considering better ways to provide the same service in a more cost efficient manner and keeping customer satisfaction with our services high.
To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.
As a Senior Associate, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:
• Use feedback and reflection to develop self awareness, personal strengths and address development areas.
• Delegate to others to provide stretch opportunities, coaching them to deliver results.
• Demonstrate critical thinking and the ability to bring order to unstructured problems.
• Use a broad range of tools and techniques to extract insights from current industry or sector trends.
• Review your work and that of others for quality, accuracy and relevance.
• Know how and when to use tools available for a given situation and can explain the reasons for this choice.
• Seek and embrace opportunities which give exposure to different situations, environments and perspectives.
• Use straightforward communication, in a structured way, when influencing and connecting with others.
• Able to read situations and modify behavior to build quality relationships.
• Uphold the firm's code of ethics and business conduct.
This role has a broad knowledge of the business functions to resolve critical and strategic customer technology challenges. Delivery of support will be provided through a combination of staff, contractors and vendor managed service agreements. This team is responsible for driving success around Service Level Agreements for Level 2 and 3 application support services regardless of delivery source.
Job Requirements and Preferences :
Basic Qualifications :
Minimum Degree Required :
High School Diploma
Minimum Years of Experience :
2 year(s) of progressive roles supporting IT operations quality control, technical troubleshooting, process improvement, and compliance.
Preferred Qualifications :
Degree Preferred :
Bachelor Degree
Preferred Fields of Study :
Information Technology, Computer Systems Analysis, Management Information Systems
Certification(s) Preferred :
• ITIL Certification
• ServiceNow CSA and or CAD
Preferred Knowledge/Skills :
Demonstrates thorough abilities and/or a proven record of success in the development of application based troubleshooting, including the following areas:
• Monitoring Service Desk systems (ServiceNow) and responding to high priority issues that have been escalated or need extra attention;
• Overseeing the resolution of high priority issues to ensure a timely, complete resolution that meets/exceeds customer expectations;
• Coordinating responses between technical teams and customers during the lifecycle of an issue;
• Conducting root cause analysis to identify trends and opportunities for improvements across the IT functions;
• Having a continuous improvement mindset and keen focus on enhancing the customer experience;
• Analyzing incident trends and recommending corrective actions and opportunities for improvements across the IT functions;
• Partnering with the Service Desk leads to review daily queue stats and tickets in order to identify potential issues to avoid escalations;
• Collaborating bringing people together to work through complicated troubleshooting, and ability to identify and recommend solutions to management teams; and,
• Managing relationships across the global organization at multiple levels.