IN_Specialist_ServiceNow_Customer Service And Experience Team_IFS_Gurgaon

Price Waterhouse Cooper LLP

Gurugram District

On-site

INR 320,000 - 520,000

Full time

3 days ago

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Job summary

PwC India’s Internal Firm Services Finance team seeks a Specialist to support financial operations. You will assist in financial reporting, budgeting, forecasting and risk management, ensuring regulatory compliance and accuracy in financial records.

As part of Service Desk for finance, you will handle service requests via ServiceNow, document resolutions, and provide clear, timely guidance to end-users to sustain service quality.

Qualifications

Bcom/BBA degree required.
0–1 year experience in finance operations or ServiceNow.
Strong communication skills in English and clear written/verbal expression.

Responsibilities

Handle service requests and incidents for the finance domain via ServiceNow.
Follow predefined workflows to fulfill requests within SLAs.
Guide end-users on submitting requests and using self-service.
Deliver empathetic, clear communication to resolve issues.
Document interactions and resolutions in the knowledge base.

Skills

ServiceNow proficiency

Finance domain troubleshooting

Verbal and written communication

Education

Bcom/BBA

Tools

ServiceNow

Job description

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 more about us.

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.

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.

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.

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