7468263 - Support Engineer Pl

Main responsibilities

A Customer Support Analyst (Level 2 Support) will use a mix of technical, functional, communication and client service skills to play a key part in the success of the team supporting multiple PwC products.
Main responsibilities include fulfilling service requests, creation and maintenance of knowledge base articles, supplemental incident and problem management tasks, testing of product features, reporting bugs, ensuring appropriate triaging of complex technical issues; creating and analyzing reports in ServiceNow and/or PowerBi
Sometimes, they will help cover the excess support workload and act as a back-up when needed.
In addition, individuals must be comfortable working and speaking with a wide range of people in various positions, including project managers, clients, support staff and vendors.
Acting as a liaison and contribute to relationship building between cross functional teams, they should display strong communication skills – both verbal, professional writing, and presentation skills
Requirements and skills

2-4 years' work experience in ITIL operations support in a large-scale cloud environment with focus on request fulfillment, incident response, escalation procedures, problem management and knowledge management while adhering to service-level objectives
Handling level 2 functional and technical support to resolve issues including diagnosing and in-depth and complex troubleshooting application issues working with the client teams and when necessary, end users serves as a primary point of contact for client escalations product oriented support experience
Triaging incoming requests (via ServiceNow) and where needed, escalating to SRE and application support (L3/4) teams
Creating and analyzing reports in ServiceNow and/or PowerBi detailing use of the application by end users as well as data regarding ticket volume, incident resolution, SLA/SLO/OLA adherence, trend analysis and other related ITIL based issues Creating, updating and managing support process documentation and knowledge base articles
Strong domain and functional knowledge of multiple software applications to aid in functional and technical support
Managing multiple conflicting deadlines, competing priorities and customer expectations Experience with ITIL service management principles
Experience promoting an agile and DevOps culture
Displays a sense of ownership, liaison and relationship building between cross functional teams
Strong communication skills – both verbal, professional writing and presentation skills
Organizing and prioritization skills is a MUST

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