Specialist – ServiceNow, Customer Service and Experience Team, IFS

Overview

Specialist role in PwC's Customer Service and Experience Team within Internal Firm Services, acting as a ServiceNow Central Service Desk Agent to support finance end-users.

What you'll do

• 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 use self-service features available through the ServiceNow portal.
• Handle incoming service requests, incidents, and inquiries for finance, using expertise and customer service skills to resolve issues efficiently.
• Deliver exceptional customer service by actively listening to end-users, empathizing with their concerns, and communicating clearly and courteously throughout the support process.
• Manage end-user expectations regarding issue resolution timeframes, service availability, and potential workarounds or temporary solutions.
• Strive for high customer satisfaction through prompt resolution of issues and proactive communication to prevent recurrence.
• 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 so end-users can resolve common issues independently.
• Share insights and lessons learned with team members to enhance collective knowledge and improve service delivery efficiency.

What you'll need

• Bcom/BBA degree.
• 0-1 years of experience.
• 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.

Nice to have

• Customer-focused attitude with a dedication to providing exceptional service and support to end-users.

Details

• Location: Gurugram Novus Tower.
• Visa sponsorship: No.
• Government clearance required: No.
• Job posting end date: October 29, 2026.