Job
Description
At PwC, our people in managed services focus on a variety of outsourced solutions and support clients across numerous functions. These individuals help organisations streamline their operations, reduce costs, and improve efficiency by managing key processes and functions on their behalf. They are skilled in project management, technology, and process optimization to deliver high-quality services to clients. Those in managed service management and strategy at PwC will focus on transitioning and running services, along with managing delivery teams, programmes, commercials, performance and delivery risk. Your work will involve the process of continuous improvement and optimising of the managed services process, tools and services. Focused on relationships, you are building meaningful client connections, and learning how to manage and inspire others. Navigating increasingly complex situations, you are growing your personal brand, deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients, and to deliver quality. Embracing increased ambiguity, you are comfortable when the path forward isn’t clear, you ask questions, and you use these moments as opportunities to grow. Skills Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to: Respond effectively to the diverse perspectives, needs, and feelings of others. Use a broad range of tools, methodologies and techniques to generate new ideas and solve problems. Use critical thinking to break down complex concepts. Understand the broader objectives of your project or role and how your work fits into the overall strategy. Develop a deeper understanding of the business context and how it is changing. Use reflection to develop self awareness, enhance strengths and address development areas. Interpret data to inform insights and recommendations. Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements. Role Overview The DocuSign Support Analyst is responsible for troubleshooting, maintaining, and optimizing DocuSign eSignature and digital transaction management (DTM) solutions within an enterprise environment. The role involves incident resolution, workflow optimization, API integration troubleshooting, security configuration, and compliance management to ensure seamless digital document signing experiences for business users. DocuSign Administration & Support Provide Level 2/3 support for DocuSign platform issues, including eSignature errors, document processing failures, and API-related incidents. Manage user accounts, roles, permissions, and access control in DocuSign Admin Console. Configure and troubleshoot Templates, PowerForms, and Workflows for automated document routing. Monitor system logs and audit trails to ensure document security and compliance . Handle envelope tracking, failed signature requests, and signing flow optimizations . API & Integration Support Support integrations with enterprise applications such as Salesforce, SAP, Workday, ServiceNow, Microsoft 365, and custom CRM/ERP systems . Debug and troubleshoot DocuSign REST API requests and authentication issues (OAuth, JWT). Work with developers to resolve API rate limits, connectivity failures, and payload errors . Assist with webhook (DocuSign Connect) configurations for real-time event triggers . Security & Compliance Management Ensure SSO (Single Sign-On) integration with Okta, Azure AD, Ping Identity, etc. . Enforce role-based access control (RBAC) and document retention policies. Ensure compliance with GDPR, HIPAA, SOC 2, and ISO 27001 for document security. Implement encryption and data masking policies for confidential contracts. Workflow & Automation Enhancements Work with business teams to improve eSignature adoption and efficiency . CI/CD & Deployment Support Manage CI/CD pipelines for DocuSign integrations using Jenkins, GitHub Actions, or Azure DevOps . Deploy and maintain custom DocuSign API applications . Implement Infrastructure-as-Code (Terraform, Ansible) for cloud-based DocuSign configurations . Monitoring & Performance Optimization Use Splunk, ELK Stack, or Azure Monitor to track API performance and system health. Identify and resolve latency issues in document signing and retrieval processes . Optimize bulk signing and batch processing operations for enterprise-level usage. Collaboration & Documentation Work in an Agile (Scrum/Kanban) environment with cross-functional teams. Document troubleshooting guides, SOPs, and best practices for DocuSign support. Conduct training sessions for business users and junior analysts . 🔹 Required Technical Skills 🔹 DocuSign eSignature, DocuSign CLM (Contract Lifecycle Management) 🔹 DocuSign REST API (OAuth, JWT authentication) 🔹 Integration experience with CRM/ERP systems (Salesforce, SAP, Workday, Microsoft 365, ServiceNow) 🔹 Scripting (Python, JavaScript, PowerShell) for automation 🔹 Cloud platforms (AWS, Azure, GCP) for document storage and processing 🔹 CI/CD tools (Jenkins, GitHub Actions, GitLab CI/CD) 🔹 Security & compliance frameworks (GDPR, HIPAA, SOC 2, ISO 27001) 🔹 Soft Skills Required ✔ Strong analytical and problem-solving skills for debugging and troubleshooting. ✔ Communication & collaboration with IT, business users, and vendors. ✔ Customer-focused mindset to ensure smooth document workflow experiences. ✔ Ability to work in a 24/7 production support environment (on-call rotations may be required). 🔹 Preferred Certifications 🎓 DocuSign Administrator Certification 🎓 DocuSign API Certification 🎓 AWS or Azure Certifications (for cloud-hosted deployments) Show more Show less
