IN_Specialist 2_ServiceNow_Customer Service and Experience Team_IFS_Gurgaon

Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

Operations

Management Level

Specialist

Job Description & Summary

At PwC, our people in finance focus on providing financial advice and strategic guidance to clients, helping them optimise their financial performance and make informed business decisions. These individuals handle financial analysis, budgeting, forecasting, and risk management. In financial operations at PwC, you will focus on managing financial processes and confirming compliance with regulations. You will handle tasks such as financial reporting, budgeting, and risk management.

Job Description & Summary:

A career in Finance, within Internal Firm Services, will provide you with the opportunity to help PwC in all aspects of our Finance internal function including financial planning and reporting, data analysis, and assisting leadership with overall strategy. You’ll focus on recording and analysing financial transactions, paying and receiving invoices, maintaining financial statement ledger accounts, and preparing analysis and reconciliations of bills to detect fraud.

Responsibilities:

• As a ServiceNow Central Service Desk Agent, you will be an integral part of our finance support team, responsible for providing exceptional service to end-users through the ServiceNow platform. You will handle incoming service requests, incidents, and inquiries for finance, utilizing your expertise and customer service skills to resolve issues efficiently. This role requires strong communication abilities, technical proficiency, and a commitment to delivering high-quality support services to our PwC employees.

1.       Service Request Fulfillment

• 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 utilize self-service features available through the ServiceNow portal.

2.       Customer Service

• Deliver exceptional customer service by actively listening to end-users, empathizing with their concerns, and providing clear and courteous communication throughout the support process.
• Manage end-user expectations regarding issue resolution timeframes, service availability, and potential workarounds or temporary solutions.
• Strive to achieve high levels of customer satisfaction through prompt resolution of issues and proactive communication to prevent recurrence.

3.       Documentation and Knowledge management

• Follow the SOP to resolve the 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 to empower end-users to resolve common issues independently.
• Share insights and lessons learned with team members to enhance collective knowledge and improve service delivery efficiency.

• Mandatory Skillsets

• 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.

• Preferred Skillsets

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

Education Qualification-Bcom/BBA

• Years of experience-0-1 years

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

Degrees/Field of Study required: Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Accepting Feedback, Accepting Feedback, Accounting Policies, Accounting Practices, Active Listening, AI Fluency, AI-Human Collaboration, Balance Sheet Analysis, Budgetary Management, Cash Flow Analysis, Communication, Digital Tooling, Emotional Regulation, Empathy, Escalation Management, Financial Budgeting, Financial Close Process, Financial Data Mining, Financial Forecasting, Financial Management, Financial Policy, Financial Reporting, Financial Statement Analysis, Generating Financial Reports, Inclusion {+ 7 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship?

No

Government Clearance Required?

No

Job Posting End Date

October 29, 2026