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.

ServiceNow Support Lead

Location: Warszawa

PwC is driving major change across technology including the building of a centralized model to deliver and manage technology services across the entire network of member firms.

ServiceNow is the enterprise platform that enables Service Management at PwC. Using this platform, our team helps Internal Firm Services transform how they deliver and manage services to the business, and how the business manages services to our clients.

If you are seeking an exciting career with the scope to grow your ServiceNow skills through major change on a global scale, then PwC Technology will empower you to do so.

Role

• Support team resource planning and management

• Monitoring queues / SLAs and task assignment

• Provide strong leadership and management for a diverse team supporting a global ServiceNow platform

• Drive continual service improvement initiatives to mature and enhance the ServiceNow platform and the business services that it enables.

• Track, measure, and report on key support performance metrics

• Perform regular assessments of tickets and provide recommendations to reduce the ticket volume, improve support efficiency, improve platform stability and improve the end user experience

• Drive data quality and testing quality across all work.

• Ensure accuracy of required and available support documentation / Knowledge articles.

• Conduct regular meetings with key stakeholders  to gather feedback as input to service improvement initiatives.

Profile

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

• 5+ years of IT experience

• 2+ years of team management experience

• Previous experience in configuring and supporting the ServiceNow platform, or any other  ITSM application suite

• Experience working in a leadership role for a team that provides support to a global user

• Service orientation with a focus on quality and customer satisfaction

• Strong interpersonal, team building, and collaboration skills

• Excellent  verbal and written communication skills

• Knowledge of IT and Security management best practice (ITIL, COBIT, ISO standards)

• Fluent English is essential for this job

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 ServiceNow 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 (close to a subway station and numerous bus and tram stops)