IN-Specialist 2_Finance Helpdesk_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 optimize 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 ensuring compliance with regulations. You will handle tasks such as financial reporting, budgeting, and risk management.

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:

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 analyzing financial transactions, paying and receiving invoices, maintaining financial statement ledger accounts, and preparing analysis and reconciliations of bills to detect fraud.

Our Accounts Payable and Receivable team is responsible for performing collections activities and payment of debt activities. You'll focus on working with senior individuals to review and produce reports related to the accounts receivable and accounts payable accounts that will assist PwC in achieving monthly collection target amounts as well as ensuring timely payment of vendor invoices.

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 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.

1. 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.

1. Documentation and Knowledge Management

• 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 Skill Sets:

• ServiceNow
• Finance helpdesk
• Helpdesk Support

Preferred Skill Sets:

• Finance
• Handle finance queries

Years of Experience Required:

1+ years

Education Qualification:

• BBA, MBA, B.Com, M.Com

Degrees/Field of Study Required:

• Master of Business Administration
• Bachelor of Commerce
• Bachelor in Business Administration

Required Skills:

• ServiceNow Platform

Optional Skills:

• Accepting Feedback
• Accounting Policies
• Accounting Practices
• Active Listening
• Balance Sheet Analysis
• Budgetary Management
• Cash Flow Analysis
• Communication
• 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
• Intellectual Curiosity
• Internal Controls
• Key Performance Indicators (KPIs)

Travel Requirements:

Not Specified

Available for Work Visa Sponsorship

No

Government Clearance Required

No