Senior Associate - Product Support Analyst

IN_Senior Associate_ PSO-ETA Product Support Analyst_Digital Integration_Advisory_Kolkata

Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

Microsoft

Management Level

Senior Associate

Job Description & Summary

At PwC, our people in software and product innovation focus on developing cutting-edge software solutions and driving product innovation to meet the evolving needs of clients. These individuals combine technical experience with creative thinking to deliver innovative software products and solutions.

In technology delivery at PwC, you will focus on implementing and delivering innovative technology solutions to clients, enabling seamless integration and efficient project execution. You will manage the end-to-end delivery process and collaborate with cross-functional teams to drive successful technology implementations.

Why PWC

At PwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes for our 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 for each other. Learn more about 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.

Responsibilities 

Product and user support (80%) 

Acquire deep knowledge of the supported products, including their integrations with each other and 

with other firm and network systems 

Analyze and resolve issues raised by users through ServiceNow tickets and other channels, adhering to 

established response standards for timeliness and quality 

Validate data supplied by users and upload to systems using established processes 

Coordinate support activities with specialists on other teams 

Identify and report support trends to team managers 

Project support (20%) 

With guidance, support the testing and documentation of product features with ETA and other teams 

Work Experience 

Relevant customer/client service experience in a technology-focused role, preferably in a professional 

services organization supporting enterprise-level systems 

Experience with IT service management tools such as ServiceNow desirable 

Understanding of document management and workflow systems, such as Sharepoint Online (SPO) 

desirable 

Ability to identify patterns or trends in issues and escalate for analysis 

Proficiency in Google Suite or MS Office Suite 

Experience with data visualization tools such as Alteryx or Power BI desirable 

Familiarity with ITIL processes desirable 

 

  Mandatory skill sets: 

Tax

Preferred skill sets: 

NA

Years of experience required: 

3 to 6

 

Education Qualification: 

B.Tech, B.E

 

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required: Bachelor of EngineeringDegrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Taxes

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Client Management, Communication, Creativity, Deliverable Planning, Delivery Management, Developing User Stories, Embracing Change, Emotional Regulation, Empathy, Inclusion, Intellectual Curiosity, IT Business Strategy, IT Consulting, IT Infrastructure, IT Service Management (ITSM), IT Systems Development, Leading Design Workshops, Learning Agility, Market Research, Optimism, Process Improvement {+ 22 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship?

No

Government Clearance Required?

No

Job Posting End Date

Experience Level

Senior Level