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 Vendor Relations team manages multiple vendors with onshore and offshore resources that provide information technology operational services to PwC. You’ll assist the team by handling all day to day communication, drafting engagement documents, and maintaining operational quality from vendors.

To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.

Service Management Analyst

Warsaw/ Krakow/ remote

As a Senior Associate, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution.

The Role

As a Service Management Analyst, this role supports one or more internal services within the IT Operations Management organization of PwC Technology and is key to the business success of the service.
Responsibilities include assisting the Service Manager with data analysis and reporting, assisting with budget/costs/forecast, promoting value, stakeholder management, driving adoption and onboarding, implementing service and process enhancements, and adhering to governance and compliance standards.

The Candidate

Demonstrates abilities and/or a proven record of success in the following areas:

• Performing data analysis and assisting with measurements and reporting for service performance and building action plans for product adoption aligned to PwC Technology strategy;
• Assisting Service Manager with reviewing financials and updating forecasts on a monthly basis and any service costs changes through consistent governance and approval;
• Identifying opportunities to control costs;
• Coordinating and/or playing a key role in service and/or product management;
• Maintaining knowledge of service/product enhancements, service/vendor roadmaps and user community discussions;
• Supporting customers during onboarding activities, ongoing business as usual operations through releases and platform upgrades and ongoing escalations as needed;
• Assisting leadership with internal business customers to conduct ongoing business reviews aligned with the PwC strategy;
• Helping to drive governance methodology related to backlog grooming and prioritization of enhancement requests with Operations Leader;
• Acting as an advocate for customers as they navigate technology and security processes and interacting with different teams;
• Assisting with maintaining all service documentation;
• Coordinating and collaborating with a diverse global team to achieve outcomes and continuous improvements;
• Aligning with service/product support including knowledge sharing and maturation of the support model;
• Assessing platform upgrades to help identify need for new features and enhancements;
• Collaborating with external partners, third party suppliers, and internal teams as needed to properly develop and maintain owned product(s).