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. Our Information Technology Generalist - Practice Support team focuses on managing the design and implementation of technology infrastructure within PwC, developing and enhancing internal applications, and providing technology tools that help create a competitive advantage for PwC to drive strategic business growth.
Talentlink Operations Manager
Location: Warsaw, Poland
Role
Responsible for coordinating and overseeing the actioning and resolution of assigned service issues/tickets. Reporting to the HC-Talent TalentLink Service Delivery Lead with a dotted line to the HC-Talent Solutions Architect Lead.
Key responsibilities include:
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Providing oversight and guidance to the TalentLink operations team for Incident Management
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Management, tracking and oversight to drive resolution of any Problem Management tickets/issues
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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 SLAs
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Working closely with the Major Incident Management team to support the management of any Major Incidents that affect TalentLink
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Coordinating and overseeing any follow-up actions that result from any Major Incidents
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Providing reporting on established Service Level Agreements
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Regular review of metrics around service availability, ticket volume, resolution rate, time to respond and time to resolution
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Supporting the Service Delivery Lead’s/Service Manager’s presentations to business stakeholders on support KPIs and any key events or activities that have taken place or are planned to occur
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Providing input to the Service Delivery Lead and Service Manager to identify ticket/issue trends and drive continuous improvement
Profile
Required Skills:
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Strong abilities and a proven record of success diagnosing and troubleshooting complex application problems, leveraging tools and resources appropriately, to identify solutions to technology issues
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Relationship building, influencing and management skills
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Excellent communication skills, both written and verbal, in Business English
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Exceptional ability to be proactive, manage workloads, and prioritise accordingly
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Strong ability to manage multiple people across multiple teams to drive resolution of issues
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Timely escalation of issues
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Management of multiple conflicting deadlines and competing priorities
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MS Excel and Google Sheets
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Data analysis
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ServiceNow or similar ITSM system
Preferred Knowledge/Skills:
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Industry knowledge of ITIL service management principles
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Experience in providing support services to large, complex organizations and managing incidents
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Experience of delivering support to a global user population
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Experience in working in a global/virtual team environment
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Technical understanding that spans multiple platforms and applications
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Understanding of Configuration Management, Change Management and Release Management
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Identifying trends and escalating issues to the appropriate contacts
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Exercising due diligence when assessing operational risks and proposing technical solutions
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Defining, developing and maintaining operational processes, including supporting documentation
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Experience with data analysis, visualization and dashboards
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Experience or working knowledge of automation tools
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High level understanding of infrastructure, networking, firewalls, Cloud computing
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High level understanding of relational databases and 3-tier application architecture
We offer
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Career development and professional growth in a global team setting
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Ability to pursue further professional development - access to multiple internal and external trainings provided by PwC
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Participation in multi-territory activities within the ServiceNow platform support area
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Competitive salary and benefits package, including private healthcare, life and disability insurance, attractive voucher program
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Opportunity to engage in after-hours sports activities and team building events
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Inspiring and friendly work environment
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Your career development plan tailored to your preferences and ambitions
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The office in a convenient location in the center of Warsaw (close to the subway station and numerous bus and tram stops)