Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

Operations

Management Level

Senior Associate

Job Description & Summary

At PwC, our people in business application consulting specialise in consulting services for a variety of business applications, helping clients optimise operational efficiency. These individuals analyse client needs, implement software solutions, and provide training and support for seamless integration and utilisation of business applications, enabling clients to achieve their strategic objectives.

In ServiceNow consulting at PwC, you will gain extensive experience in ServiceNow applications and assist clients in optimising operational efficiency through analysis, implementation, training, and support tailored to ServiceNow software.

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

Job Description & Summary:

As a member of the Level 3 Workday application support team, the primary focus of this role is on providing day-to-day system support through incident and service request management. Responsibilities include reviewing and managing the support knowledge base and continuously refining support services to enhance operational excellence. The role also involves coordinating daily support resources, collaborating with vendor support teams, and actively managing incidents and requests. This includes distributing support-related tickets within the team and handling a significant volume of tickets personally, all while ensuring compliance with SLAs.  

Responsibilities:

Provide comprehensive support for Workday application in technical area of custom integrations , web services, integration security and other related functions. Address various ticket types, including Incidents, Service Requests, and Problems. This involves troubleshooting, root-cause analysis, solution planning, and collaborating with Product Teams on configuration issues as needed. Perform impact analysis, recommend solution, implement changes for issues detected in Workday custom integrations Proficiency in configuring Workday modules such as HCM, Payroll, Financial mgmt, etc. Ability to create and customize reports using Workday’s reporting tools and analytics features Knowledge of Workday security settings to manage user access and ensure data protection Skills in handling data uploads or mass updates and validations Continuous review and refinement of support processes. Recognizing patterns/ re-occurrence of incidents, and propose technical and process improvements to minimize volume/ magnitude of impact Collaborate effectively with Workday support specialists across modules or business areas as part of a larger team, and escalate issues to the appropriate group when work falls outside the scope of the Workday technical team’s area or application support. Manage tickets escalated by Workday Service Managers, ensuring they are prioritized and addressed promptly.  Coordinate and oversee changes implemented by the support team to ensure alignment and compliance with organizational standards.  Conduct peer reviews of teammates' solutions and deliverables to ensure quality. Oversee team operations in the US time zone, ensuring alignment with global support efforts. Organize regular touchpoints and ticket review meetings to discuss progress and address challenges. Ensure effective communication and coordination among team members, promoting a collaborative work environment. 
  

Mandatory skill sets:

Workday Integration Workday AdministrationMinimum of 5 years of experience in supporting various types of Workday custom integrations. Hands on experience and proficiency with integration tools and technologies, including:  Workday Core Connectors and PECI  Workday Document Transformation and EIBs Workday Reports and Calculated Fields  Workday Studio  XSLT  Workday Public Web Services  Workday Object Transport sFTP   

Preferred skill sets:

 Preferable knowledge of Workday Orchestrate and Workday Extend technologies Solid understanding of Workday functional configuration e.g. Core HR, Recruiting, Security etc.  Prior experience working with ServiceNow ticketing tool and SLA targets Experience with Change Management, Knowledge Management, Problem Management processes Comprehension of business operations within a large multinational environment, including time zone differences, cultural diversity, and collaboration with offshore colleagues. Ability to work independently and collaboratively within a team environment Skilled in accurately estimating task durations, consistently meeting deadlines, and effectively prioritizing multiple requests Strong analytical skills and the ability to diagnose problems through to resolution. Experience in coordinating people and team’s operations Excellent communication skills 

Fluent in spoken and written English

Years of experience required:

5+ yrs

Education qualification:

Any Ug/Pg

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, Active Listening, Agile Methodology, Analytical Thinking, Application Security, Communication, Configuration Management (CM), Creativity, Cybersecurity, Embracing Change, Emotional Regulation, Empathy, Enterprise Architecture, Human Resources (HR) Consulting, Inclusion, Intellectual Curiosity, IT Change Management, Learning Agility, Optimism, Risk Compliance, Self-Awareness, ServiceNow Customer Service Management (CSM), ServiceNow Ticketing Tool, Teamwork, Well Being

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