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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.

This team has broad knowledge of the business functions to resolve critical and strategic business technology challenges. Delivery of support will be provided through a combination of staff, contractors and vendor managed service agreements. This team is responsible for adherence to Service Level Agreements for Level 2 and 3 application support services regardless of delivery source.

Job Requirements and Preferences:

Minimum Years of Experience:

4 year(s) of progressive roles managing IT operations quality control, process improvement, and compliance.

Preferred Qualifications:

Degree Preferred: Bachelor Degree

Preferred Fields of Study:

Information Technology

Preferred Knowledge/Skills:

Demonstrates extensive abilities and/or a proven record of success as a team leader in the management and/or development of application based troubleshooting, including the following areas:

  • Application support with industry knowledge of ITIL service management principles; and
  • Technical understanding that spans multiple platforms and application level specialistise of a portfolio

of applications with broad knowledge of the business strategic priorities, in order to resolve complex problems.

Demonstrates extensive abilities and/or a proven record of success as a team leader in the following areas:

  • Specific infrastructure and application technologies used to implement and operate advanced cloud hosted collaboration services;
  • Application of technical understanding to support associated technologies;
  • Deployment or management of Google Apps for Work/G Suite installations;
  • Global operations of highly available SaaS services;
  • HP SM9, Service Now or similar ITSM system;
  • User provisioning models and approaches, related tools and directory services;
  • Microsoft Active Directory and Identity Manager (FIM), and LDAP directory technologies;
  • Google G Suite directory and directory synchronisation services;
  • Analytical skills utilization when evaluating potential solutions; and
  • Business and operational management.

Demonstrates extensive abilities and/or a proven record of success as a team leader in diagnosing and troubleshooting complex application problems, as well as leveraging tools and resources appropriately, to identify solutions that may or may not be already documented, which includes utilizing technical capabilities, analytical skills and application know-how including the following areas:

  • Developing technical application support, especially industry-standard platforms such as Lotus Notes,

.NET/IIS, Sharepoint, Java, Documentum, SQL, and others;

  • Managing of multiple conflicting deadlines and competing priorities;
  • Identifying trends and escalating issues to the appropriate contacts;
  • Operating and administering specific services in support of the firm’s enterprise architecture vision and applicable technical standards;
  • Working collaboratively with the service manager, other members of the managed service and implementation teams, and individuals who support enabling technologies used by the service;
  • Exercising due diligence when assessing operational risks and proposing technical solutions that will meet service manager expectations;
  • Developing and maintaining technical processes, including supporting documentation, associated with the establishment and operation of specific collaboration services;
  • Implementing technical solutions that align with the firm’s technology vision as laid out by the solution architects;
  • Developing and maintaining a current understanding of the technical architecture and designs associated with the cloud collaboration services delivered, and all relevant enabling technologies;
  • Defining and maintaining administrative processes that support existing and new collaboration services and capabilities; and
  • Working in complex technical environments.

Certification(s) Preferred:

ServiceNow: CSA, CAD, CIS - Event Management, IT Service Management, Discovery, CAS - Performance Analytics ITIL Foundations v3 or higher certification

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Confirmed 6 hours ago. Posted 30+ days ago.

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