IT Service Management Analyst

At PwC, our people in information technology operations focus on managing and maintaining the technology infrastructure and systems to provide smooth operations and efficient delivery of IT services. This includes monitoring network performance, troubleshooting issues, and implementing security measures.

In service management at PwC, you will focus on overseeing and confirming the delivery of quality and timely services. You will monitor vendor compliance with contractual agreements for service quality, availability, and reliability, manage the business and delivery of services, and lead service recovery in case of major incidents.

In our fast‑paced environment, you are expected to adapt, take ownership and consistently deliver quality work that drives value for our clients and success as a team. Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to: Apply a learning mindset and take ownership for your own development. Appreciate diverse perspectives, needs, and feelings of others. Adopt habits to sustain high performance and develop your potential. Actively listen, ask questions to check understanding, and clearly express ideas. Seek, reflect, act on, and give feedback. Gather information from a range of sources to analyze facts and discern patterns. Commit to understanding how the business works and building commercial awareness. Learn and apply professional and technical standards (e.g. refer to specific PwC tax and audit guidance), uphold the Firm’s code of conduct and independence requirements.

Opportunity

When you join PwC Acceleration Centers (ACs), you step into a pivotal role focused on actively supporting various Acceleration Center services, from Advisory to Assurance, Tax and Business Services. In our innovative hubs, you’ll engage in challenging projects and provide distinctive services to support client engagements through enhanced quality and innovation. You’ll also participate in dynamic and digitally enabled training that is designed to grow your technical and professional skills.

Scope of the role

As part of the Information Technology Operations team you assist Service Managers in operational functions, supporting around 450 internal applications. As a Specialist, you provide specialized technical knowledge, focusing on vendor management and security vulnerability remediation, while interacting with other technical specialists. Your role requires exceptional communication and customer service skills, along with ITIL certification and advanced English proficiency.

Responsibilities

• Assisting Service Managers in operational functions for internal applications
• Providing specialized technical knowledge in vendor management
• Focusing on security vulnerability remediation
• Interacting with other technical specialists as needed
• Utilizing exceptional communication and customer service skills
• Supporting around 450 internal applications
• Reviewing security vulnerability scan results
• Engaging specialists in remediation activities

Requirements

• Bachelor's Degree
• 1-2 years of experience in IT Help Desk, App support or a similar role
• ITIL Certification
• Advanced English
• Excellent communication and customer service skills

Preferred Qualifications

• Cloud fundamentals experience or knowledge
• Azure or AWS certification preferred

Travel Requirements

Not Specified