Job Description

Line of Service Internal Firm Services
Industry/Sector Not Applicable
Specialism IFS - Internal Firm Services - Other
Management Level Manager
& Summary 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.
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 .
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.
& Summary:
A career within Salesforce Application Support involves providing second-line support, handling complex technical issues, and ensuring the operation of Salesforce applications is seamless. This role focuses on maximizing efficiency by leveraging the full features and benefits of Salesforce based on internal user needs.
Responsibilities:

• Provide 2nd and/or 3rd level support, resolving complex technical issues.
• Log and track support requests to ensure timely resolution.
• Interface with internal stakeholders to understand their needs and administer the system.
• Promote adoption, provide training, and offer project management support.
• Collaborate with other IT teams to ensure seamless service delivery.
• Conduct system analysis and configuration management to improve system software.
• Review and oversee documentation including guides and knowledge-based articles

Mandatory skill sets:

• Comprehensive knowledge of Salesforce architecture, data model, security model, and functionalities.
• Experience in application technical support.
• Strong understanding of Salesforce-related software development and app platform operations.
• Proficiency with ticketing systems and support tools.
• Excellent problem-solving skills

Preferred skill sets:

• Experience with cloud services and platform-as-a-service (PaaS) offerings.
• Knowledge of DevOps methodologies.
• Salesforce Associated and Salesforce Administrator certification.
• ITIL v4 foundation certification

Years of experience required:
6 years and above.
Education qualification:
Any UG/PG
Education (if blank, degree and/or field of study not specified) Degrees/Field of Study required: Bachelor Degree, Master Degree
Degrees/Field of Study preferred:
Certifications (if blank, certifications not specified)
Required Skills Salesfore (Inactive)
Optional Skills Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Coaching and Feedback, Communication, Communications Planning, Conflict Resolution, Contract Management, Contract Negotiation, Creativity, Crisis Management, Customer Relationship Management, Customer Service Excellence, Customer Service Management, Developing Service Standards, Embracing Change, Emotional Regulation, Empathy, Escalation Management, Inclusion, Information Technology Infrastructure Library (ITIL), Intellectual Curiosity, Internal Communication (IC), Issue Management {+ 29 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

Skills Required