MS Engineering Operations - Senior Associate() - ITSM Specialist( SLM ,configuration management, change , release) - Operate

Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

Managed Services

Management Level

Senior Associate

Job Description & Summary

At PwC our people in managed services focus on a variety of outsourced solutions and support clients across numerous functions. These individuals help organisations streamline their operations reduce costs and improve efficiency by managing key processes and functions on their behalf. They are skilled in project management technology and process optimization to deliver high-quality services to clients.

Those in managed service management and strategy at PwC will focus on transitioning and running services along with managing delivery teams programmes commercials performance and delivery risk. Your work will involve the process of continuous improvement and optimising of the managed services process tools and services.

Focused on relationships you are building meaningful client connections and learning how to manage and inspire others. Navigating increasingly complex situations you are growing your personal brand deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients and to deliver quality. Embracing increased ambiguity you are comfortable when the path forward isnt clear you ask questions and you use these moments as opportunities to grow.

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

• Respond effectively to the diverse perspectives needs and feelings of others.
• Use a broad range of tools methodologies and techniques to generate new ideas and solve problems.
• Use critical thinking to break down complex concepts.
• Understand the broader objectives of your project or role and how your work fits into the overall strategy.
• Develop a deeper understanding of the business context and how it is changing.
• Use reflection to develop self awareness enhance strengths and address development areas.
• Interpret data to inform insights and recommendations.
• Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance) the Firms code of conduct and independence requirements.

ITIL Analyst - Job Description

ITSM Specialist( SLM configuration management change release)

Job Summary:

The goal of configuration management is to account for all IT assets and configurations provide accurate information on configurations and relationships between them to provide a sound basis for Incident management Problem management Change management and release management.

Key Responsibilities:

Configuration Management:

• Assist in the establishment of strict configuration management standards and procedures
• Maintain a functionally consistent and controlled landscape throughout the development of production and non-production environments; Lead and Chair change and release cadences refine and mature the practice.
• Enter or upload (prioritizing automation) and maintain configuration data into the configuration management database (CMDB) on an ongoing basis.
• Enter all Client specified configuration items as part of operational activities across all Services Areas
• Establish configuration baselines as reference points for rebuilds and provide ability to revert to stable configuration states.
• Track and flag configurations that are not in conformance (e.g. exceptions list) with Client-defined standards and requirements (e.g. Client-approved and unapproved non-standard configurations) and recommend remediation
• Leadership skills matrix management service management change ITIL.
• Skilled and experienced problem solving.
• Ensure SLAs (Service Level Agreements) and OLAs (Operational Level Agreements) are met.

Detailed Responsibilities:

• Update appropriate authorization controls for modifying configuration items and verify compliance with software licensing
• Establish process for verifying the accuracy of configuration items adherence to configuration management process and identifying process deficiencies.
• Assist in the performance of configuration management audits and provide results of those audits to Client
• Experience in CMDB management focusing on data integrity process efficiency and automation.
• Skilled in collaborating with cross-functional teams and stakeholders to ensure data accuracy and usability.

Change & Release Management:

• Experience in Change Release Enablement leading supporting SAP with in dependent and operational requirement. Desire to tackle dependent issues problem for continuous service improvements.
• Leads agile release trains across towers for flawless releases.
• Understanding exposure of SAP IT control and governance.
• Lead and Chair change and release cadences refine and mature the practice.
• Measure industry outstanding metrics for change and release.
• Chair CAB and fitness for launch release calls for GO/NO GO along with tech and business leaders.
• Collaborate with cross-functional teams including IT operations and engineering to address and resolve problems.

Problem Management:

• Drive root cause analysis (RCA) quality to prevent recurrence of incidents.
• Ensure thorough documentation of problem records and RCAs following industry best practices.
• Attend Problem and Known Error reviews as required
• Take part in the agreement of Workaround permanent fixes and closure of Problems
• Authorization to implementation of corrective actions if required
• Provide authorization to close Problem Investigations or Known Errors
• Makes decision whether investigation needs to be continued where root cause is not determined or a lack of success with solution implementation
• Approve a risk where there is a decision to stop Investigation or not to implement permanent fix
• Monitor and validate the implementation of corrective and preventive actions.
• Examining information from internal departments impacted by a problem to find areas for improvement.
• Tracking problems throughout their lifecycle and ensuring action items are completed by their due date.
• Collaborating across business and technology organizations to improve processes and procedures for effectively coordinating incidents.
• Provide assistance and communication with other departments and escalation points relevant to troubleshooting and resolving customer issues.
• Develop and maintain effective relationships with other departments and executive leaders
• Set an example of fierce commitment to customer satisfaction

Knowledge Management:

• Develop and implement comprehensive knowledge management strategies aligned with organizational goals
• Lead initiatives to capture organize and share knowledge across the organization
• Collaborate with cross-functional teams to identify knowledge gaps and develop solutions
• Oversee the creation and maintenance of knowledge repositories ensuring they are up-to-date and accessible
• Promote a culture of knowledge sharing and continuous learning through training and awareness programs
• Monitor and evaluate the effectiveness of knowledge management initiatives adjusting as needed
• Stay current with industry trends and best practices in knowledge management
• Familiar with the ITIL framework as the Incident Management process is a key input into the established Change and Problem processes
• Develops coordinates and promotes incident management activities across enterprise and takes responsibility for effective functioning of Incident Management processes across all support areas.
• Ability to apply analysis and creative thinking when solving problems and conflict. Ability to provide acute attention to detail. Ability to communicate effectively to all levels within the organization
• Decision making ability within specified parameters as well as independent and collaborative decision-making skills
• Focus on continuous improvement of the incident knowledge and problem management process including inputs from and outputs to other IT processes
• Perform additional responsibilities as assigned to support IT Service Management.

2. Capacity/ Availability and performance manager

Capacity and Availability Management:

• Define future capacity and Availability impact requirements and define capacity range thresholds
• Define and implement Tools that allow for the effective capacity and Availability monitoring and trending and reporting of Service Area components
• Assess capacity and Availability impacts to all technology when adding removing or modifying Service Area components and Services
• Monitor IT resource usage to enable proactive identification of capacity and Availability issues.
• Capture capacity and Availability trending information including from an end-to-end Application System and business process perspective
• Recommend and implement approved changes to capacity to improve service performance and reduce costs when defined thresholds
• Confirm adequate capacity and Availability exists across the IT environment to meet Service Levels requirements considering daily weekly hardware and Software life cycle and cyclical business variations in capacity demands
• Provide asset utilization and efficiency reporting for Service Area assets
• Implement approved capacity- and Availability-related recommendations

Performance Management

• Design and procure a performance management solution that will monitor all software and hardware components within the Client to provide an end-to-end performance monitoring and event management solution
• Install upgrade and operate a performance management solution that will monitor all software and hardware components within the Client to provide an end-to-end performance monitoring and event management solution as per scope
• Perform Service Area component tuning to maintain optimum performance in accordance with the Change and release management procedures
• Manage Service Area component resources to meet the Service Levels relating to Availability and performance
• Provide regular monitoring and reporting of Service Area component performance utilization and efficiency
• Proactively evaluate identify and recommend configurations or changes to configurations that will enhance performance
• Develop document execute and deliver improvement plans as required to meet Client requirements
• Implement improvement plans and coordinate with Third Party Providers as required
• Provide technical advice to Client and Third-Party Provider-managed IT service areas as required to meet Clients end-to-end IT service area requirements

ITSM Change and Release Manager

Change & Release Management:

• Experience in Change Release Enablement leading supporting SAP with in dependent and operational requirement. Desire to tackle dependent issues problem for continuous service improvements.
• Leads agile release trains across towers for flawless releases.
• Understanding exposure of SAP IT control and governance.
• Lead and Chair change and release cadences refine and mature the practice.
• Measure industry outstanding metrics for change and release.
• Chair CAB and fitness for launch release calls for GO/NO GO along with tech and business leaders.
• Collaborate with cross-functional teams including IT operations and engineering to address and resolve problems.

Problem Management:

• Drive root cause analysis (RCA) quality to prevent recurrence of incidents.
• Ensure thorough documentation of problem records and RCAs following industry best practices.
• Attend Problem and Known Error reviews as required
• Take part in the agreement of Workaround permanent fixes and closure of Problems
• Authorization to implementation of corrective actions if required
• Provide authorization to close Problem Investigations or Known Errors
• Makes decision whether investigation needs to be continued where root cause is not determined or a lack of success with solution implementation
• Approve a risk where there is a decision to stop Investigation or not to implement permanent fix
• Monitor and validate the implementation of corrective and preventive actions.
• Examining information from internal departments impacted by a problem to find areas for improvement.
• Tracking problems throughout their lifecycle and ensuring action items are completed by their due date.
• Collaborating across business and technology organizations to improve processes and procedures for effectively coordinating incidents.
• Provide assistance and communication with other departments and escalation points relevant to troubleshooting and resolving customer issues.
• Develop and maintain effective relationships with other departments and executive leaders
• Set an example of fierce commitment to customer satisfaction

4. Manager JD

4 - 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 configuration.

Service Improvement & IT Governance:

• Drive continuous service improvement (CSI) initiatives using ServiceNow analytics and reporting tools.
• Establish and refine ITIL-based service management processes to enhance efficiency.
• Conduct regular IT service reviews audits and risk assessments.

Required Skills & Qualifications:

• Up to 10 years of experience in IT service management with hands-on expertise in ServiceNow ITSM.
• Strong knowledge of ITIL framework (ITIL v3/v4 certification preferred).
• Experience in ServiceNow ITSM modules including release Change capacity availability management and performance management
• Ability to create and manage ServiceNow reports dashboards and workflows for ITSM processes.
• Strong stakeholder management and vendor negotiation skills.
• Excellent communication leadership and analytical skills.
• Ability to work in a fast-paced dynamic environment.

Preferred Qualifications:

• ITIL v4 Certification (Foundation or higher).
• Knowledge of cloud-based IT service management and SAP environment.
• PMP or Agile/Lean certifications are a plus.

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 Analytical Thinking Automation Automation Framework Design and Development Automation Solutions Budgetary Management Business Process Automation (BPA) Business Process Improvement Business Process Outsourcing Business Transformation Communication Continuous Process Improvement Creativity Data Quality Automation Deliverable Planning Delivery Excellence Design Automation Digital Transformation Embracing Change Emotional Regulation Empathy Inclusion Intellectual Curiosity 24 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