Digital Products - L2 Technical Support - Senior Associate

Published date Posted on Indeed on Jun 25, 2022 (50 d ago)
A career in Products and Technology is an opportunity to bring PwC's strategy to life by driving products and technology into everything we deliver. Our clients expect us to bring the right people and the right technology to solve their biggest problems; Products and Technology is here to help PwC meet that challenge and accelerate the growth of our business. We have skilled technologists, data scientists, product managers and business strategists who are using technology to accelerate change. Our team owns delivering on strategy. Everything a firm does day-to-day to strategically plan, run the business and be profitable.


To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.

As a Senior Associate, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:

  • Use feedback and reflection to develop self awareness, personal strengths and address development areas.
  • Delegate to others to provide stretch opportunities, coaching them to deliver results.
  • Demonstrate critical thinking and the ability to bring order to unstructured problems.
  • Use a broad range of tools and techniques to extract insights from current industry or sector trends.
  • Review your work and that of others for quality, accuracy and relevance.
  • Know how and when to use tools available for a given situation and can explain the reasons for this choice.
  • Seek and embrace opportunities which give exposure to different situations, environments and perspectives.
  • Use straightforward communication, in a structured way, when influencing and connecting with others.
  • Able to read situations and modify behavior to build quality relationships.
  • Uphold the firm's code of ethics and business conduct.


The PwC Digital team creates high impact software assets that drive business solutions from strategy through build to support and maintenance. We are top tier strategy, creative, and technical talent who work collaboratively to solve clients’ biggest challenges and deliver real, measurable value in a way that’s cheaper, faster, and better.

Job Requirements and Preferences:

Basic Qualifications:

Minimum Degree Required:
Bachelor Degree

Additional Educational Requirements:

In lieu of a Bachelor Degree, 12 years of professional experience involving technology-focused process improvements, transformations, and/or system implementations.

Minimum Years of Experience:
3 year(s)

Preferred Qualifications:

Degree Preferred:
Master Degree

Certification(s) Preferred:

ITIL Foundation

Preferred Knowledge/Skills:

Demonstrates thorough abilities and/or a proven record of success in the following areas:

  • Experience in Service Delivery in a large-scale cloud environment with focus on request fulfilment, incident response, escalation procedures, problem management and knowledge management while adhering to service-level objectives;
  • Experience with ServiceNow, PowerBI, and/or ITIL.
  • Experience handling level 2 technical support to resolve issues including: engaging with Level 1 support, diagnosing and troubleshooting application issues, working with the client teams and when necessary, end users and triaging incoming requests (via ServiceNow) and where needed, escalating to SRE and application support (L3/4) teams;
  • Experience 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 adherence, trend analysis and other related ITIL based issues;
  • Experience creating, updating and managing support process documentation and knowledge base articles;
  • Experience acquiring strong domain and functional knowledge of multiple software applications to aid in functional and technical support;
  • Experience managing multiple conflicting deadlines, competing priorities and customer expectations;
  • Experience with ITIL service management principles;
  • Experience promoting a DevOps culture; and,
  • Experience with SQL, Tableau, foundational knowledge of Azure or AWS, Jira, Incident Response and Service Desk.

At PwC, our work model includes three ways of working: virtual, in-person, and flex (a hybrid of in-person and virtual). Visit the following link to learn more: https://pwc.to/ways-we-work.

PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.

All qualified applicants will receive consideration for employment at PwC without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law. PwC is proud to be an affirmative action and equal opportunity employer.

For positions based in San Francisco, consideration of qualified candidates with arrest and conviction records will be in a manner consistent with the San Francisco Fair Chance Ordinance.

For positions in Colorado, visit the following link for information related to Colorado's Equal Pay for Equal Work Act: https://pwc.to/coloradoadvisoryseniorassociate.

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