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PwC Service Delivery Center
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IN- Manager || Application Support - Salesforce & Risk application

IN- Manager || Application Support - Salesforce & Risk application

PwC Service Delivery Center

6 - 11 years

8 - 13 Lacs

gurugram

Posted:2 days ago| Platform:

Apply

Skills Required

it services ticketing application support contract management project management analytical troubleshooting service quality information technology technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

IFS Internal Firm Services Other

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

Summary

A career within Salesforce Application Support involves providing secondline 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.

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 knowledgebased articles

Mandatory skill sets

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

Preferred skill sets

Experience with cloud services and platformasaservice (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

Degrees/Field of Study required Bachelor Degree, Master Degree

Degrees/Field of Study preferred

Required Skills

Salesfore (Inactive)

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}

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IN- Manager || Application Support - Salesforce & Risk application