Description

You will provide Level 2 functional and technical support for multiple PwC products, acting as the primary point of contact for client escalations and ensuring service delivery objectives are met.

This role is remote.

Responsibilities

• Triage incoming support requests via ServiceNow and escalate complex technical issues to SRE and L3/L4 application support teams.
• Diagnose and troubleshoot in-depth application issues, collaborating with client teams and end users to resolve incidents.
• Create, maintain, and update knowledge base articles and support process documentation to improve self-service and team efficiency.
• Generate and analyze reports in ServiceNow and PowerBI to track ticket volume, incident resolution times, SLA adherence, and usage trends.
• Participate in testing product features, reporting bugs, and supporting supplemental problem management tasks.

Required Skills

• 5+ years of work experience in service delivery within a large-scale cloud environment.
• Hands-on experience with ServiceNow for ticketing, reporting, and workflow management.
• Proficiency in creating data visualizations and reports using PowerBI.
• Strong functional knowledge of multiple software applications to aid in technical support.
• Experience with ITIL service management principles, including incident, problem, and change management.
• Familiarity with Agile methodologies and Scrum practices.
• Experience with Azure cloud services or related cloud platforms.
• Exceptional verbal and written communication skills for liaising with cross-functional teams, vendors, and clients.

Preferred Skills

• Demonstrated experience promoting an agile and DevOps culture within support teams.
• Ability to manage multiple conflicting deadlines and competing priorities under pressure.

Key Skills

Education

Any Graduate