MS Engineering Operations - Senior Associate(Sr.Analyst) - ITSM Analyst - Operate

Industry/Sector

Not Applicable

Specialism

Managed Services

Management Level

Senior Associate

Job Description & Summary

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.

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.

ITSM Specialist ( SLM , configuration management, change, release)

The goal of configuration management is to account for all IT assets and configurations, provide accurate information on configurations and relationships between them to provide a sound basis for Incident management, Problem management, Change management and release management. Key Responsibilities: Configuration Management:

Assist in the establishment of strict configuration management standards and procedures

Maintain a functionally consistent and controlled landscape throughout the development of production and non-production environments; Lead and Chair change and release cadences, refine and mature the practice.

Enter or upload (prioritizing automation) and maintain configuration data into the configuration management database (CMDB) on an ongoing basis.

Enter all Client specified configuration items as part of operational activities across all Services Areas

Establish configuration baselines as reference points for rebuilds and provide ability to revert to stable configuration states.

Track and flag configurations that are not in conformance (e.g., exceptions list) with Client-defined standards and requirements (e.g., Client-approved and unapproved non-standard configurations) and recommend remediation

Leadership skills, matrix management, service management, change, ITIL.

Skilled and experienced problem solving.

Ensure SL

As (Service Level Agreements) and OLAs (Operational Level Agreements) are met.

Detailed Responsibilities:

• Update appropriate authorization controls for modifying configuration items and verify compliance with software licensing
• Establish process for verifying the accuracy of configuration items, adherence to configuration management process and identifying process deficiencies.
• Assist in the performance of configuration management audits and provide results of those audits to Client
• Experience in CMDB management, focusing on data integrity, process efficiency, and automation.

Skilled in collaborating with cross

-functional teams and stakeholders to ensure data accuracy and usability.

Change & Release Management:

• Experience in Change, Release Enablement, leading supporting SAP with in dependent and operational requirement. Desire to tackle dependent issues problem for continuous service improvements.
• Leads agile release trains across towers for flawless releases.
• Understanding exposure of SAP, IT control and governance.
• Lead and Chair change and release cadences, refine and mature the practice.
• Measure industry outstanding metrics for change and release.
• Chair CAB and fitness for launch release calls for GO/NO GO along with tech and business leaders.

Collaborate with cross

-functional teams, including IT, operations, and engineering, to address and resolve problems.

Problem Management:

• Drive root cause analysis (RCA) quality to prevent recurrence of incidents.
• Ensure thorough documentation of problem records and RCAs, following industry best practices.

Attend Problem and Known Error reviews as required

Take part in the agreement of Workaround, permanent fixes, and closure of Problems

Authorization to implementation of corrective actions if required

• Provide authorization to close Problem Investigations or Known Errors
• Makes decision whether investigation needs to be continued where root cause is not determined or a lack of success with solution implementation
• Approve a risk where there is a decision to stop Investigation or not to implement permanent fix
• Monitor and validate the implementation of corrective and preventive actions.
• Examining information from internal departments impacted by a problem to find areas for improvement.
• Tracking problems throughout their lifecycle and ensuring action items are completed by their due date.
• Collaborating across business and technology organizations to improve processes and procedures for effectively coordinating incidents.
• Provide assistance and communication with other departments and escalation points relevant to troubleshooting and resolving customer issues.

Develop and maintain effective relationships with other departments and executive leaders

Set an example of fierce commitment to customer satisfaction

Knowledge Management:

• Develop and implement comprehensive knowledge management strategies aligned with organizational goals
• Lead initiatives to capture, organize, and share knowledge across the organization

Collaborate with cross

• -functional teams to identify knowledge gaps and develop solutions
• Oversee the creation and maintenance of knowledge repositories, ensuring they are up-to-date and accessible
• Promote a culture of knowledge sharing and continuous learning through training and awareness programs
• Monitor and evaluate the effectiveness of knowledge management initiatives, adjusting as needed
• Stay current with industry trends and best practices in knowledge management
• Familiar with the ITIL framework, as the Incident Management process is a key input into the established Change and Problem processes
• Develops, coordinates and promotes incident management activities across enterprise and takes responsibility for effective functioning of Incident Management processes across all support areas.
• Ability to apply analysis and creative thinking when solving problems and conflict. Ability to provide acute attention to detail. Ability to communicate effectively to all levels within the organization

Decision making ability within specified parameters as well as independent and collaborative decision-making skills

Focus on continuous improvement of the incident, knowledge and problem management process, including inputs from and outputs to other IT processes

Perform additional responsibilities as assigned to support IT Service Management

Travel Requirements

Not Specified

Job Posting End Date