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.

Front Line Support Liaison
 

The Front Line Support Liaison position is a part of the Global Cross Platform Integration Support organization and is responsible for ongoing communication and support process continuous improvement specific to PwC’s integrations between global business platforms.

Role

• Assure effective collaboration between global Level 2 Cross-Platform Integration support with Level 1 support teams and PwC territory representatives. 

• Analyze incident resolution process and KPIs, recognize patterns related to re-assignments of incidents, target resolution time, and propose technical and process improvements to minimize the volume and increase KPIs.

• Develop cooperation with other PwC support teams to identify, and to drive continuous improvement in the system integration area.

• Assist with communication and knowledge transfer among different support levels regarding integrations, and its changes, as well as support process and KPIs.

• Ensure proper escalation and the risk mitigation process for cross-platform integration cases.

Profile

• At least a Bachelor, or Engineering degree in Technology or a related field.

• Minimum 3 years of experience as a business/system analyst, or support engineer.

• Understanding and working experience with ITSM/ITIL  processes. 

• Previous experience in ITSM tools (preferred ServiceNow).

• Ability to adept at change management and continuous improvement standards.. 

• Ability to ability to quickly and effectively prioritize multiple issues

• Understand the nature of business within a large multinational organization (i.e. time zone differences, cultural diversity, offshore colleagues)

• Excellent communication and analytical skills

• Ability to work independently, as well as part of a team

• Fluent English

We offer

• Career development and professional growth in a global team setting

• Ability to pursue further professional development - access to the multiple trainings provided by PwC

• Participation in multi-territory activities within the cross platform support area

• Competitive salary and benefits package, including private healthcare, life and disability insurance, attractive voucher 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 center of Warsaw and Kraków, or the possibility to work from home for candidates from other locations