Product Support Service Associate

Line of Service
Internal Firm Services
Industry/Sector
Not Applicable
Specialism
IFS - Information Technology (IT)
Management Level
Associate
Job Description & Summary
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.
Job title - Product Support Service Associate
Job Description
* Responsible for availability of Middle East application services, both for Front and back office services.
* Ensure business application systems are developed, maintained,
* and supported in order to achieve efficient and effective delivery of services.
* Manage application configuration and upgrades, problem analysis and resolution for complex application problems, engaging vendors and L3 support teams as required.
* Manage application projects providing technical and project management input as required.
* Improve application functionality and performance and provide suggestions for system and business improvements.
* Manage relationships with vendors and outsourced suppliers for local applications.
* Develop procedures and documentation for application support and build application support model and documentation.
* Maintain the Application support team SLAs.
* System configuration, scripting and user admin according to application needs.
* Delivery of management reports on application and system performance.
* Support creation of end user training documentation and arrange third party training.
* Ensure compliance with information security policy for inscope applications.
* Plan and test disaster recovery plans for inscope applications.
* Manage incident queues and lead on problem resolution and escalation.
* Partake in Major Incident teams as required.
* Responsible for overarching portfolio of applications, release management, outages and upgrades.
* Manage testing activities for inscope applications, and responsible for creation of testing plans and UAT sign offs.
* Participate in stakeholder SLA reviews.
Technical Skills
* IT delivery and management tools: Azure DevOps, Service Now, Share point, MS Teams, kanbanchi.
* ITSM/ITIL
* IT Service Support and Management tools: Service Now or Familiar tools
* Integration and middleware: Mulesoft, API's and Native
* Database Knowledge
* Cloud computing services: Azure, GCP, AWS
* SDLC Understanding
* Business Operating Solutions: SAP, Oracle, Workday, Salesforce
* Unit testing /QA
* Service Level Management
Soft Skills
* Excels in developing and maintaining strong stakeholder.
* Relationships across the business both locally and regionally.
* Proactive and organised with excellent time management skills.
* Thorough with an eye for detail.
* Passionate about client service.
* Excellent negotiation skills.
* Strong work-team ethic.
Education (if blank, degree and/or field of study not specified)
Degrees/Field of Study required:
Degrees/Field of Study preferred:
Certifications (if blank, certifications not specified)
Required Skills
Optional Skills
Desired Languages (If blank, desired languages not specified)
Travel Requirements
Not Specified
Available for Work Visa Sponsorship?
Yes
Government Clearance Required?
Yes
Job Posting End Date