As a Level 2 Customer Support Analyst at PwC, you will provide functional and technical support through the PwC Service Management tool, ServiceNow. Your role involves triaging incoming requests, resolving issues, or escalating them to the SRE or Development Teams. Your main responsibilities include fulfilling service requests, creating and maintaining knowledge base articles, and ensuring appropriate triaging of complex technical issues. You will also be involved in creating and analyzing reports in ServiceNow and/or PowerBi, supporting Delivery leads and Portfolio Managers, and contributing to relationship building between cross-functional teams. Key Responsibilities:
Fulfill service requests and maintain knowledge base articles
Triage complex technical issues and escalate when necessary
Create and analyze reports in ServiceNow and/or PowerBi
Support Delivery leads and Portfolio Managers in onboarding products and tracking projects
Act as a backup during excess workload
Communicate effectively with various stakeholders
Contribute to relationship building between cross-functional teams
Qualifications Required:
3-5 years of work experience in Service Delivery in a large-scale cloud environment
Experience in request fulfillment, incident response, escalation procedures, and knowledge management
Strong domain and functional knowledge of multiple software applications
Ability to manage conflicting deadlines, competing priorities, and customer expectations
Familiarity with ITIL service management principles
Experience promoting an agile and DevOps culture
Strong communication skills (verbal, written, presentation)
Organizational and prioritization skills
Top Skills for Application Technology:
.NET
Agile, Scrum
Application Architecture
ADO
Basic Azure
Database Schema Management
DevOps Technologies
Integration Architecture
Top Skills for Operations:
Agile Product Lifecycle Management
Capital Projects Strategy
Category Management
Communication Skills
Negotiation Skills
Network Design
Process and Controls Design
Process Mapping
Performance Improvement
Procurement Operations
Preferred Skills and Tools:
Key Responsibilities:
Fulfill service requests and maintain knowledge base articles
Triage complex technical issues and escalate when necessary
Create and analyze reports in ServiceNow and/or PowerBi
Support Delivery leads and Portfolio Managers in onboarding products and tracking projects
Act as a backup during excess workload
Communicate effectively with various stakeholders
Contribute to relationship building between cross-functional teams
Qualifications Required:
3-5 years of work experience in Service Delivery in a large-scale cloud environment
Experience in request fulfillment, incident response, escalation procedures, and knowledge management
Strong domain and functional knowledge of multiple software applications
Ability to manage conflicting deadlines, competing priorities, and customer expectations
Familiarity with ITIL service management principles
Experience promoting an agile and DevOps culture
Strong communication skills (verbal, written, presentation)