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IT Service Management Analyst - Manager

Pwc

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Questions you are likely to be asked

  1. Why do you want to join Pwc?
  2. What is your experience with SaaS? Tell me one thing you learned the hard way.
  3. Walk me through a dashboard or report you built. Who used it, and for what?
  4. Explain a join or a window function you have used, and why you needed it.
  5. How would you explain a surprising number to a manager who does not believe it?

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Line of Service Advisory Industry/Sector Not Applicable Specialism IFS - Information Technology (IT) Management Level Manager Job Description & Summary Es un rol de IT Service Management enfocado en garantizar la continuidad, calidad y mejora de servicios tecnológicos utilizados a nivel global. Actúa como nexo entre clientes, equipos de soporte (L2/L3), equipos de Delivery y proveedores, asegurando que los servicios funcionen correctamente, que los incidentes se gestionen adecuadamente y que los procesos de Service Management sigan las buenas prácticas de ITIL. Trabajará dando soporte a soluciones SaaS corporativas como Docusign, Qualtrics, Customer Hub, DPE, Adobe Analytics, OneTrust y otras plataformas utilizadas por el negocio. Responsabilidades principales: Ser el principal punto de contacto para stakeholders y usuarios de los servicios asignados. Coordinar la gestión de incidentes, escalaciones y problemas operativos. Asegurar la continuidad y calidad de los servicios tecnológicos. Gestionar y monitorear SLAs, métricas de servicio y procesos de mejora continua. Coordinar el trabajo entre equipos L2, L3, Delivery y proveedores externos. Participar en revisiones de servicio y planes de mejora. Colaborar en la preparación operativa de nuevos releases y cambios. Gestionar procesos de Change Management, autorizaciones y governance. Facilitar la transferencia de conocimiento y documentación de servicios. Mantener visibilidad sobre roadmaps, actualizaciones y evolución de las plataformas bajo su alcance. Perfil buscado: Experiencia en IT Service Management , IT Operations o Service Delivery. Conocimiento del ciclo de vida de servicios bajo framework ITIL . Experiencia en Incident Management, Problem Management y Change Management. Capacidad para coordinar múltiples stakeholders y equipos técnicos. Experiencia trabajando con entornos SaaS y operaciones de servicios tecnológicos. Buenas habilidades de comunicación, organización y gestión de prioridades. Inglés avanzado. Todas las personas calificadas serán consideradas para trabajar en PwC sin importar etnia; credo; color; religión; nacionalidad; edad; discapacidad; neurodiversidad; orientación sexual; identidad o expresión de género; estado civil, o cualquier otra condición protegida por la ley. PwC se enorgullece de ser una organización inclusiva y brindar igualdad de oportunidades. - Comprender la importancia de la correcta gestión de la información - Conocimiento en seguridad de la información y protección de datos - Correcta gestión de la seguridad de la información Education (if blank, degree and/or field of study not specified) Degrees/Field of Study required: Degrees/Field of Study preferred: Certifications (if blank, certifications not specified) Required Skills Optional Skills Accepting Feedback, Accepting Feedback, Active Listening, AI Fluency, AI-Human Collaboration, Analytical Thinking, Artificial Intelligence, Business Technology, Cloud Disaster Recovery, Coaching and Feedback, Communication, Creativity, Database Disaster Recovery, Data Warehousing Disaster Recovery, Digital Tooling, Disaster Recovery, Disaster Recovery Solution Development, Embracing Change, Emotional Regulation, Empathy, Enterprise Architecture, Hardware Troubleshooting, Incident Management and Resolution (IMR), Inclusion, Intellectual Curiosity {+ 28 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

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Listed on workday · posted 2026-10-06. ApplySarthi collects openings and links to application pages; the role is advertised by Pwc, not by us.