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 [rekrutacja online]
Warszawa lub praca zdalna
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)