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 PWCAt 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:

A PwC is a proud leader in digital transformation. Since 2013, our work has been recognized globally with a variety of innovation and industry awards. Enabled by Salesforce, powered by business perspective, and geared for innovative experiences, the new value equation goes end-to-end with Salesforce to bring customers closer with every click.

Salesforce Configuration Analyst, which will be responsible for ongoing worldwide support and configuration requests specific to PwC Salesforce implementation.

Responsibilities:

Provide day-to-day technical support to Salesforce Users globally (L2)

User access rights management

Deliver documentation on how to use Salesforce solution

Identify, diagnose, and resolve technical problems, escalate and track problems appropriately

Create and maintain reports and dashboards across functional groups

Create and maintain report types

Manage elevated access requests

Analyze integration issues and data flows

Understanding and experience with general salesforce setup, functionality and configuration such as workflows, validation rules, triggers, field updates, page layouts, record types, formula fields, report types etc.

Reports and dashboards development/maintenance experience. Metadata analysis experience.

Troubleshooting incidents in stage and production environments, ServiceNow familiarity for reporting and configuration

Skills in CRM Analytics administration and familiarity with dashboards, lenses, recipes, data sets, etc. is a plus;

Proficiency with Data Loader, Workbench tools, etc.

Mandatory skill sets:

3+ years experience in enterprise-level Salesforce projects/large global projects using ITIL methodologies with repeated and demonstrable success

3+ year experience in Salesforce configuration within Sales Cloud in Lightning Experience, including permissioning, object relationships, triggers, workflow, and front-end configuration

Experience in documenting current state business processes and wire framing system designs using process flow diagram tools, sequence diagrams, etc.

Understanding of when to use configuration vs customization.

Preferred skill sets:

Advanced Excel skills and MS Office applications is desirable

Very good written and spoken English

Preferred Knowledge/Skills

Demonstrates abilities and/or a proven record of success in understanding business and technical problems for Salesforce technology-enabled solutions that address the needs of large organizations, including the following areas:

Strong communication and analytical skills, ability to effectively work and communicate with End Users, Business Support teams, Dev / DevOps teams, Product Owners and integration partners

Strong ability to extract relevant and meaningful information from multiple sources and use them to analyze issues

Ability to adapt to rapid changes and understanding the severity and impact of these changes in order to support and use future technology

Demonstrating agility in modifying proposed solutions or approaches as needed to address evolving requirements

Strong analytical, critical thinking and problem-solving skills

Display attention to detail in executing and reviewing the work of others to establish quality standards that are achieved

Ability to articulate and clearly communicate complex problems and solutions in a simple, logical and impactful manner

Intermediate Salesforce Administration and Configuration (Hands on experience implementing workflow rules, validation rules, complex assignment rules, process builders, lightning web components, working with metadata etc.)

Effectively utilizing Salesforce Technological Product Suites (Data Loader, Workbench, Salesforce Inspector, etc.)

Effectively utilizing tools and processes for ticket management (preferable ServiceNow)

Understand third party integration and functionality and impact of these integrations, and ability to document an end-to-end process in the whole

Demonstrates abilities and/or a proven record of success as a team player:

Understanding personal and team roles

Contributing to a positive working environment by building relationships with team members

Proactively seeking guidance, clarification, and feedback

Providing guidance, clarification, and feedback to less-experience team members

Strong ability to effectively prioritize and complete simultaneous high priority requests

.

Years of experience required:

3+ yrs

Education qualification:

Any UG/PG

Education (if blank, degree and/or field of study not specified)
Degrees/Field of Study required: Bachelor Degree, Master Degree

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills
Salesforce Configuration

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

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