IN_Specialist_ServiceNow_Customer Service and Experience Team_IFS_Gurgaon

PwC; Gurugram District; On-site; INR 350,000 - 600,000; Full time

Job summary

PwC India is seeking a Service Desk Analyst in Finance Internal Firm Services. You will support end-users on the ServiceNow platform, handling finance-related service requests, incidents, and inquiries with clear communication.

The role emphasizes adherence to SOPs, incident resolution within SLAs, and documentation in the knowledge base. Fresh graduates with BCom or BBA and strong customer service skills are welcomed.

Qualifications

• Proficiency in using the ServiceNow platform for incident, problem, and change management.
• Strong troubleshooting skills across various finance domains.
• Excellent verbal and written communication skills, with the ability to articulate technical concepts clearly and concisely.

Responsibilities

• Handle incoming service requests, incidents, and inquiries for finance via the ServiceNow platform.
• Follow SOPs to resolve queries and meet predefined SLAs.
• Document all interactions and resolutions, contributing to knowledge bases and self-help resources.

Skills

ServiceNow

Finance domain troubleshooting

Communication skills

Education

BCom / BBA

Tools

ServiceNow

Job description

Line of Service Internal Firm Services Industry/Sector Not Applicable Specialism Operations Management Level Specialist Job Description & Summary At PwC, our people in finance focus on providing financial advice and strategic guidance to clients, helping them optimise their financial performance and make informed business decisions. These individuals handle financial analysis, budgeting, forecasting, and risk management. In financial operations at PwC, you will focus on managing financial processes and confirming compliance with regulations. You will handle tasks such as financial reporting, budgeting, and risk management.

*Why PWC At PwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes forour clients and communities. This purpose-led and values-driven work, powered by technology in an environment that drives innovation, will enable you to make a tangible impact in the real world. We reward your contributions, support your wellbeing, and offer inclusive benefits, flexibility programmes and mentorship that will help you thrive in work and life. Together, we grow, learn, care, collaborate, and create a future of infinite experiences foreach other. Learn moreabout us. At PwC, we believe in providing equal employment opportunities, without any discrimination on the grounds of gender, ethnic background, age, disability, marital status, sexual orientation, pregnancy, gender identity or expression, religion or other beliefs, perceived differences and status protected by law. We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firm’s growth. To enable this, we have zero tolerance for any discrimination and harassment based on the above considerations.

Job Description & Summary

A career in Finance, within Internal Firm Services, will provide you with the opportunity to help PwC in all aspects of our Finance internal function including financial planning and reporting, data analysis, and assisting leadership with overall strategy. You’ll focus on recording and analysing financial transactions, paying and receiving invoices, maintaining financial statement ledger accounts, and preparing analysis and reconciliations of bills to detect fraud.

Responsibilities

As a ServiceNow Central Service Desk Agent, you will be an integral part of our finance support team, responsible for providing exceptional service to end-users through the ServiceNow platform. You will handle incoming service requests, incidents, and inquiries for finance, utilizing your expertise and customer service skills to resolve issues efficiently. This role requires strong communication abilities, technical proficiency, and a commitment to delivering high-quality support services to our PwC employees.

1. Service Request Fulfillment
   • Process service requests submitted by end-users for the finance domain.
   • Follow predefined workflows and procedures to fulfill service requests accurately and efficiently within established SLAs.
   • Provide guidance and assistance to end-users on how to submit service requests and utilize self‑service features available through the ServiceNow portal.
2. Customer Service
   • Deliver exceptional customer service by actively listening to end-users, empathizing with their concerns, and providing clear and courteous communication throughout the support process.
   • Manage end-user expectations regarding issue resolution timeframes, service availability, and potential workarounds or temporary solutions.
   • Strive to achieve high levels of customer satisfaction through prompt resolution of issues and proactive communication to prevent recurrence.
3. Documentation and Knowledge management
   • Follow the SOP to resolve the queries.
   • Document all interactions, troubleshooting steps, and resolutions accurately and comprehensively within the ServiceNow knowledge base.
   • Contribute to the continuous improvement of knowledge banks, learning logs, and self‑help resources to empower end-users to resolve common issues independently.
   • Share insights and lessons learned with team members to enhance collective knowledge and improve service delivery efficiency.

Mandatory Skillsets

• Proficiency in using the ServiceNow platform for incident, problem, and change management.
• Strong troubleshooting skills across various finance domains.
• Excellent verbal and written communication skills, with the ability to articulate technical concepts clearly and concisely.

Preferred Skillsets

• Customer-focused attitude with a dedication to providing exceptional service and support to end-users

Education Qualification-Bcom/BBA

Years of experience-0-1 years Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required: Degrees/Field of Study preferred: Certifications (if blank, certifications not specified)

Required Skills

• Accepting Feedback, Accepting Feedback, Accounting Policies, Accounting Practices, Active Listening, AI Fluency, AI-Human Collaboration, Balance Sheet Analysis, Budgetary Management, Cash Flow Analysis, Communication, Digital Tooling, Emotional Regulation, Empathy, Escalation Management, Financial Budgeting, Financial Close Process, Financial Data Mining, Financial Forecasting, Financial Management, Financial Policy, Financial Reporting, Financial Statement Analysis, Generating Financial Reports, Inclusion {+ 7 more}

Optional Skills

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Not Specified

Visa Sponsorship

Available for Work Visa Sponsorship? No

Government Clearance Required

No

Job Posting End Date

October 29, 2026