PwC Gurugram Hiring ServiceNow Specialist | Finance Support, Freshers Eligible

Role Overview

At PwC, people in finance advise clients and provide strategic guidance to help them improve financial performance and make sound business decisions. This work covers financial analysis, budgeting, forecasting and risk management.

Within Internal Firm Services, a career in Finance helps PwC across its internal finance function, including financial planning and reporting, data analysis and supporting leadership on overall strategy. The work includes recording and analysing financial transactions, handling invoices, maintaining ledger accounts, and reconciling bills to detect fraud.

Responsibilities

As a ServiceNow Central Service Desk Agent, you will be part of the finance support team and deliver service to end-users through the ServiceNow platform. You will handle incoming service requests, incidents and finance inquiries, resolving issues efficiently with strong customer service skills.

Service Request Fulfillment

• Process finance service requests submitted by end-users.
• Follow predefined workflows and procedures to fulfil requests accurately within established SLAs.
• Guide end-users on submitting requests and using self-service features in the ServiceNow portal.

Customer Service

• Listen actively to end-users, respond to their concerns and communicate clearly throughout the support process.
• Set realistic expectations on resolution timeframes, service availability and temporary workarounds.
• Aim for high customer satisfaction through prompt resolution and proactive communication to prevent recurrence.

Documentation and Knowledge Management

• Follow the SOP to resolve queries.
• Record all interactions, troubleshooting steps and resolutions accurately in the ServiceNow knowledge base.
• Help improve knowledge banks, learning logs and self-help resources so end-users can resolve common issues on their own.
• Share insights and lessons learned with the team to improve service delivery.

Mandatory Skillsets

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

Preferred Skillsets

• A customer-focused attitude with a commitment to excellent service and support for end-users.

Why PwC

At PwC, you will be part of a vibrant community of solvers who lead with trust and create distinctive outcomes for clients and communities. The firm rewards contributions, supports wellbeing and offers inclusive benefits, flexibility programmes and mentorship.

PwC provides equal employment opportunities without discrimination on the grounds of gender, ethnic background, age, disability, marital status, sexual orientation, pregnancy, gender identity or expression, religion or other beliefs, and other protected status. The firm has zero tolerance for discrimination and harassment on these grounds.