Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

Oracle

Management Level

Senior Associate

Job Description & Summary

At PwC, our people in software and product innovation focus on developing cutting-edge software solutions and driving product innovation to meet the evolving needs of clients. These individuals combine technical experience with creative thinking to deliver innovative software products and solutions.

Those in software engineering at PwC will focus on developing innovative software solutions to drive digital transformation and enhance business performance. In this field, you will use your knowledge to design, code, and test cutting-edge applications that revolutionise industries and deliver exceptional user experiences.

*Why PWC
At PwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes for our clients and communities. This purpose-led and values-driven work, powered by technology in an environment that drives innovation, will enable you to make a tangible impact in the real world. We reward your contributions, support your wellbeing, and offer inclusive benefits, flexibility programmes and mentorship that will help you thrive in work and life. Together, we grow, learn, care, collaborate, and create a future of infinite experiences for each other. Learn more about us.
At PwC, we believe in providing equal employment opportunities, without any discrimination on the grounds of gender, ethnic background, age, disability, marital status, sexual orientation, pregnancy, gender identity or expression, religion or other beliefs, perceived differences and status protected by law. We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firm’s growth. To enable this, we have zero tolerance for any discrimination and harassment based on the above considerations. "

Responsibilities:

Improve customer experience and boost agent productivity with generative AI on the Now Platform.

· Drive self-service from a portal integrated with knowledge, service catalogs, communities, and chatbots.

· Manage interactions and SLAs, model account relationships, and support outsourced service.

· Model service organization structures and their relationships to meet your business needs.

· Defining CSM maturity roadmap for product enhancement and customer journeys

· Building onboarding model and workflows

· Defining the governance guardrails to enable customer enhancement requests

· Producing content that supports customer onboarding and ongoing support needs (knowledge, demos, internal marketing, etc.

Mandatory skill sets:

Now Assist for CSM, ServiceNow CSM Self-Service, ServiceNow CSM Workforce Optimization

Preferred skill sets:

ServiceNow CSM Process Mining, ServiceNow CSM Virtual Agent, Case Management

Years of experience required:

3+

Education qualification:

B.Tech/B.E./MCA

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required: Bachelor of Engineering

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Customer Success Management (CSM)

Optional Skills

Acceptance Test Driven Development (ATDD), Acceptance Test Driven Development (ATDD), Accepting Feedback, Active Listening, Analytical Thinking, API Management, Application Development, Application Frameworks, Application Lifecycle Management, Application Software, Business Process Improvement, Business Process Management (BPM), Business Requirements Analysis, C++ Programming Language, Client Management, Code Review, Coding Standards, Communication, Computer Engineering, Computer Science, Continuous Integration/Continuous Delivery (CI/CD), Creativity, Debugging, Embracing Change, Emotional Regulation {+ 30 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Available for Work Visa Sponsorship?

Government Clearance Required?

Job Posting End Date