Specialist, ServiceNow

About the Role

As a ServiceNow Central Service Desk Agent, you will be an integral part of the finance support team, responsible for providing exceptional service to end-users through the ServiceNow platform. You will handle incoming service requests, incidents, and inquiries for finance, utilizing your expertise and customer service skills to resolve issues efficiently. This role requires strong communication abilities, technical proficiency, and a commitment to delivering high-quality support services to PwC employees.

Key Responsibilities

• Service Request Fulfillment
• Process service requests submitted by end-users for the finance domain.
• Follow predefined workflows and procedures to fulfill service requests accurately and efficiently within established SLAs.
• Provide guidance and assistance to end-users on how to submit service requests and utilize self-service features available through the ServiceNow portal.
• Customer Service
• Deliver exceptional customer service by actively listening to end-users, empathizing with their concerns, and providing clear and courteous communication throughout the support process.
• Manage end-user expectations regarding issue resolution timeframes, service availability, and potential workarounds or temporary solutions.
• Strive to achieve high levels of customer satisfaction through prompt resolution of issues and proactive communication to prevent recurrence.
• Documentation and Knowledge Management
• Follow the SOP to resolve queries.
• Document all interactions, troubleshooting steps, and resolutions accurately and comprehensively within the ServiceNow knowledge base.
• Contribute to the continuous improvement of knowledge banks, learning logs, and self-help resources to empower end-users to resolve common issues independently.
• Share insights and lessons learned with team members to enhance collective knowledge and improve service delivery efficiency.

Requirements & Tech Stack

• Proficiency in using the ServiceNow platform for incident, problem, and change management.
• Strong troubleshooting skills across various finance domains.
• Excellent verbal and written communication skills, with the ability to articulate technical concepts clearly and concisely.

Qualifications

• Education Qualification: B.Com/BBA
• Customer-focused attitude with a dedication to providing exceptional service and support to end-users.
• Active Listening
• Empathy
• Communication