PwC

Application Support Specialist

PwCO firmie

PwC

Polna 11

Warszawa

PwC is a powerful network of over 250.000 people across 158 countries. All committed to deliver quality in Assurance, Tax, Advisory & Technology services. Match your curiosity with continuous opportunities to learn, grow and make an impact. Join PwC and be a game changer.
PwC is a powerful network of over 250.000 people across 158 countries. All committed to deliver quality in Assurance, Tax, Advisory & Technology services. Match your curiosity with continuous opportunities to learn, grow and make an impact. Join PwC and be a game changer.
Application Support Specialist
Workplace: Warszawa

Job Description & Summary: 

Responsible for coordinating and overseeing the actioning and resolution of assigned service issues/tickets. Reporting to the TalentLink Service Delivery Lead with a dotted line to the TalentLink Solutions Architect Lead. 

Essential responsibilities:

  • Providing oversight and guidance to the TalentLink operations team for Incident Management
  • Management, tracking and oversight to drive resolution of any Problem Management tickets/issues
  • Coordinating and working with the TalentLink operations, broader TalentLink technology team, other Network technology teams and the TalentLink vendor where applicable to ensure tickets/issues are actioned and resolved within Service Level Agreements
  • Working closely with the Major Incident Management team to support the management of any Major Incidents that affect TalentLink
  • Coordinating and overseeing any follow-up actions that result from any Major Incidents
  • Regular review of metrics associated with service availability, ticket volume, resolution rate, time to respond and time to resolution
  • Supporting the Service Delivery Lead’s/Service Manager’s presentations to business stakeholders on support KPIs and any past or upcoming key events or activities
  • Providing input to the Service Delivery Lead and Service Manager to identify ticket/issue trends and drive continuous improvement

Required Skills:

  • Strong abilities and a proven success record of diagnosing and troubleshooting complex application problems, leveraging tools and resources appropriately and identifying solutions to technology issues
  • Relationship building skills
  • Excellent communication skills, both written and verbal, in Business English
  • Exceptional ability to be proactive, manage workloads and prioritise accordingly
  • Ability to escalate issues in a timely manner
  • Good command of MS Office and Google Suite 
  • Data analysis skills
  • Knowledge of ServiceNow or similar ITSM system 

Preferred Knowledge/Skills:

  • Industry knowledge of ITIL service management principles
  • Experience in providing support services to complex global organizations and managing incidents
  • Experience in working in a global/virtual team environment
  • Technology literacy that spans across multiple platforms and applications
  • Understanding of Configuration Management, Change Management and Release Management
  • Identifying trends and escalating issues to appropriate contacts
  • Exercising due diligence when assessing operational risks and proposing technical solutions
  • Defining, developing and maintaining operational processes, including supporting documentation
  • Experience with data analysis, visualization and dashboards
  • Experience or working knowledge of automation tools
  • High level understanding of infrastructure, networking, firewalls, cloud computing
  • High level understanding of relational databases and 3-tier application architecture

Our Offer:

  • Career development and professional growth in a global team setting
  • Ability to pursue further professional development – access to multiple internal and external trainings provided by PwC
  • Participation in multi-territory activities within the internal HR resource management platform
  • Competitive salary and benefits package, including private healthcare, life and disability insurance and attractive multi-cafeteria program
  • Opportunity to engage in after-hours sports activities and team building events
  • Inspiring and friendly work environment
  • Your career development plan tailored to your preferences and ambitions
  • The office in a convenient location in the centre of Warsaw (close to the subway station and numerous bus and tram stops)

PwC Advisory spółka z ograniczoną odpowiedzialnością sp.k. or another PwC entity which runs a recruitment process - list of entities: https://www.pwc.com/gx/en/about/office-locations/poland.html, with its registered seat in Warsaw (00-633), Polna 11 Street, („PwC” or “we”) will be the controller of your personal data submitted in your application for a job. Your personal data will be processed for the purpose of performing a recruitment process for the job offered. If you give us explicit consent, your personal data will be also processed for participation in further recruitment processes conducted by PwC and sending notifications about job offers in PwC or job related events organized or with the participation of PwC such as career fair. A full information about processing your personal data is available in our Privacy Policy.

Fotografia
PwC is a powerful network of over 250.000 people across 158 countries. All committed to deliver quality in Assurance, Tax, Advisory & Technology services. Match your curiosity with continuous opportunities to learn, grow and make an impact. Join PwC and be a game changer.
Application Support Specialist

Job Description & Summary: 

Responsible for coordinating and overseeing the actioning and resolution of assigned service issues/tickets. Reporting to the TalentLink Service Delivery Lead with a dotted line to the TalentLink Solutions Architect Lead. 

Essential responsibilities:

  • Providing oversight and guidance to the TalentLink operations team for Incident Management
  • Management, tracking and oversight to drive resolution of any Problem Management tickets/issues
  • Coordinating and working with the TalentLink operations, broader TalentLink technology team, other Network technology teams and the TalentLink vendor where applicable to ensure tickets/issues are actioned and resolved within Service Level Agreements
  • Working closely with the Major Incident Management team to support the management of any Major Incidents that affect TalentLink
  • Coordinating and overseeing any follow-up actions that result from any Major Incidents
  • Regular review of metrics associated with service availability, ticket volume, resolution rate, time to respond and time to resolution
  • Supporting the Service Delivery Lead’s/Service Manager’s presentations to business stakeholders on support KPIs and any past or upcoming key events or activities
  • Providing input to the Service Delivery Lead and Service Manager to identify ticket/issue trends and drive continuous improvement

Required Skills:

  • Strong abilities and a proven success record of diagnosing and troubleshooting complex application problems, leveraging tools and resources appropriately and identifying solutions to technology issues
  • Relationship building skills
  • Excellent communication skills, both written and verbal, in Business English
  • Exceptional ability to be proactive, manage workloads and prioritise accordingly
  • Ability to escalate issues in a timely manner
  • Good command of MS Office and Google Suite 
  • Data analysis skills
  • Knowledge of ServiceNow or similar ITSM system 

Preferred Knowledge/Skills:

  • Industry knowledge of ITIL service management principles
  • Experience in providing support services to complex global organizations and managing incidents
  • Experience in working in a global/virtual team environment
  • Technology literacy that spans across multiple platforms and applications
  • Understanding of Configuration Management, Change Management and Release Management
  • Identifying trends and escalating issues to appropriate contacts
  • Exercising due diligence when assessing operational risks and proposing technical solutions
  • Defining, developing and maintaining operational processes, including supporting documentation
  • Experience with data analysis, visualization and dashboards
  • Experience or working knowledge of automation tools
  • High level understanding of infrastructure, networking, firewalls, cloud computing
  • High level understanding of relational databases and 3-tier application architecture

Our Offer:

  • Career development and professional growth in a global team setting
  • Ability to pursue further professional development – access to multiple internal and external trainings provided by PwC
  • Participation in multi-territory activities within the internal HR resource management platform
  • Competitive salary and benefits package, including private healthcare, life and disability insurance and attractive multi-cafeteria program
  • Opportunity to engage in after-hours sports activities and team building events
  • Inspiring and friendly work environment
  • Your career development plan tailored to your preferences and ambitions
  • The office in a convenient location in the centre of Warsaw (close to the subway station and numerous bus and tram stops)

PwC Advisory spółka z ograniczoną odpowiedzialnością sp.k. or another PwC entity which runs a recruitment process - list of entities: https://www.pwc.com/gx/en/about/office-locations/poland.html, with its registered seat in Warsaw (00-633), Polna 11 Street, („PwC” or “we”) will be the controller of your personal data submitted in your application for a job. Your personal data will be processed for the purpose of performing a recruitment process for the job offered. If you give us explicit consent, your personal data will be also processed for participation in further recruitment processes conducted by PwC and sending notifications about job offers in PwC or job related events organized or with the participation of PwC such as career fair. A full information about processing your personal data is available in our Privacy Policy.

Ogłoszenie archiwalne