MS - CMS Associate (Analyst) - Change & Incident Manager – Operate

Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

Managed Services

Management Level

Associate

Job Description & Summary

At PwC our people in infrastructure focus on designing and implementing robust secure IT systems that support business operations. They enable the smooth functioning of networks servers and data centres to optimise performance and minimise downtime.

Those in cloud operations at PwC will focus on managing and optimising cloud infrastructure and services to enable seamless operations and high availability for clients. You will be responsible for monitoring troubleshooting and implementing industry leading practices for cloud-based systems.

Driven by curiosity you are a reliable contributing member of a team. In our fast-paced environment you are expected to adapt to working with a variety of clients and team members each presenting varying challenges and scope. Every experience is an opportunity to learn and grow. You are expected to take ownership and consistently deliver quality work that drives value for our clients and success as a team. As you navigate through the Firm you build a brand for yourself opening doors to more opportunities.

Examples of the skills knowledge and experiences you need to lead and deliver value at this level include but are not limited to:

• Apply a learning mindset and take ownership for your own development.
• Appreciate diverse perspectives needs and feelings of others.
• Adopt habits to sustain high performance and develop your potential.
• Actively listen ask questions to check understanding and clearly express ideas.
• Seek reflect act on and give feedback.
• Gather information from a range of sources to analyse facts and discern patterns.
• Commit to understanding how the business works and building commercial awareness.
• Learn and apply professional and technical standards (e.g. refer to specific PwC tax and audit guidance) uphold the Firms code of conduct and independence requirements.

Job Summary -

A career in our Managed Services team will give you an opportunity to collaborate with many teams to help our clients implement and operate new capabilities achieve operational efficiencies and harness the power of technology. The Cloud Managed Services Operations team within Cloud Managed Services provides support to run the business including the following: financial management billing and collections practice communications business development and sales strategy support practice budgeting utilization and leadership support

Minimum Degree Required (BQ) *:

Bachelors Degree

Degree Preferred:

Required Field(s) of Study (BQ):

Preferred Field(s) of Study:

Minimum Year(s) of Experience (BQ) *: US

Minimum of 3 year of experience

Certification(s) Preferred:

Required Knowledge/Skills (BQ):

Job Summary:

The Change is responsible for overseeing changes and change delivery component ensuring alignment with business needs and driving continuous service improvements. This role requires strong expertise in the ITIL framework and extensive experience with ServiceNow ITSM. The ideal candidate will ensure high availability performance and efficiency of IT services while leveraging ITSM tools for optimization.

Key Responsibilities:

Ensure change processes are well detailed and kept up to date and improved inline with global change process.

Focus on balancing efficiency throughput compliance and risk control for all the changes in defined scope.

Resolve dependency across teams for change planning and implementation.

Drive continual service improvements change and change practices.

Excellent communication leadership and problem-solving abilities.

Oversee change management processes to ensure minimal disruption to business operations.

Collaborate with cross-functional teams including IT operations and engineering to address and resolve problems.

Skilled in collaborating with cross-functional teams and stakeholders to ensure data accuracy and usability.

Partner with IT Service Management (ITSM) teams to manage response processes for Priority 1 & 2 incidents (P1/P2) Perform administrative tasks across a variety of technology disciplines

Focus on continuous improvement of the incident and problem management process including inputs from and outputs to other IT processes

Perform solid ticketing discipline for Incident Change and Problem management.

Escalate P1 and P2 incidents to the appropriate parties.

Work with management to implement plans to improve process effectiveness and our customer experience

Willing to be on-call in a rotation with other Incident Managers to cover any major incidents off-hours on the weekends or for vacation coverage

Perform additional responsibilities as assigned to support IT Service Management.

Communicate both to technical and management teams during recovery operations.

Stakeholder & Vendor Management:

Collaborate with business leaders to understand service needs and ensure IT alignment.

Manage relationships with third-party vendors ensuring contract compliance and performance.

Act as the primary point of contact for escalations related to MIM

Experience/ Skills Required

Bachelors Degree or equivalent work 3 to 5 years of or relevant work experience within IT incident management

ITIL Foundations V3 or V4 Certification.

Skills in managing tasks across multiple teams including vendors and managed service providers

Equivalent work experience with a total of 3-5 years managing IT incidents changes or problems or similar roles in a global organization

Proficiency in analytical tools focused on Incident Change and Problem management.

Experience to see an incident from multiple points of view and work with all team members on appropriate steps for interim or permanent resolution.

Knowledge of IT Operations and important systems

Excellent command of spoken and written English.

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 Active Listening Cloud Administration Cloud-Based Service Management Cloud Engineering Cloud Infrastructure Cloud Infrastructure Architecture Design Cloud Infrastructure Optimization Cloud Migration Cloud Operations (CloudOps) Cloud Performance Optimization Cloud Service Delivery Cloud Strategy Communication Emotional Regulation Empathy Inclusion Infrastructure Management Infrastructure Performance Intellectual Curiosity Microsoft Azure Optimism Performance Monitor Teamwork 4 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