Job description

US IT TAX Application Support Incident Senior Associate

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Job Category:   Information Technology
Line of Service:   IFS
Location(s):   FL-Tampa
Travel Requirements:   0-20%
Level:   Senior Associate
Job ID:   106189BR
PwC/LOS Overview
PwC is a network of firms committed to delivering quality in assurance, tax and advisory services.

We help resolve complex issues for our clients and identify opportunities. Learn more about us at

At PwC, we develop leaders at all levels. The distinctive leadership framework we call the PwC Professional ( provides our people with a road map to grow their skills and build their careers. Our approach to ongoing development shapes employees into leaders, no matter the role or job title.

Are you ready to build a career in a rapidly changing world? Developing as a PwC Professional means that you will be ready
- to create and capture opportunities to advance your career and fulfill your potential. To learn more, visit us at

It takes talented people to support the US firm of the largest professional services organization in the world. Not all of us work directly with external clients. Some of our best people choose to apply their talents inside PwC.

As part of Internal Firm Services, you're serving an organization on par with many of our external clients. Our Internal Firm Services team consists of first-rate marketers, human resource professionals, computer technologists, knowledge managers, accountants, financial planners, administrators and leaders. Internal Firm Services staff are the people who make it work for the people who make it work for our clients.

Job Description
Exciting opportunities await you as a member of PwC's US IT team. Our team of technology professionals provides internal technology services and solutions that transform and achieve PwC's mission of becoming the leading technology-enabled professional services network. We enable PwC to achieve its goals by driving innovation, enhancing digital capabilities and integrating technologies to create competitive business advantages for PwC and our clients.

Within US IT, we have exciting opportunities at all experience levels within our delivery domains. Our Tax domain delivers world-class IT solutions across a diverse range of portfolios and business areas including Corporate, Partnership, State and Local Tax Services, etc. PwC has a strong commitment to using advanced technology to solve important problems and looks for people who like to think outside the box.

Position/Program Requirements
Minimum Year(s) of Experience: 2

Minimum Degree Required: High School Diploma or GED

Degree Preferred: Bachelor's degree

Knowledge Preferred:

Demonstrates thorough knowledge and/or a proven record of success in application technical support in the following areas:

- Maintains an understanding of the functional aspects of the application(s);

- Maintains a good working knowledge of the applications(s) supported including: purpose, capabilities, limitations and use within the business;

- Troubleshoots and provides solutions for technical questions and issues or routes to appropriate escalation group;

- Deploys candidate versions of applications to staging environment for testing and UAT and to production as scheduled following relevant change control process;

- Updates service requests and resolutions to call tracking database;

- Regularly shares application knowledge when new problem resolutions are relevant to others in the team;

- Effectively uses all support tools available and demonstrates knowledge of available resources;

- Demonstrates knowledge of applications and platforms currently utilized by the Firm and strong technical knowledge of products relevant to assigned applications; and,

- Escalates issues or problems that cannot be resolved to Development.

Skills Preferred:

Demonstrates a thorough level of abilities with, and/or a proven record of success as both an individual contributor and team member, identifying and addressing client needs in the following areas:

- Customer satisfaction feedback;

- Application Technical Support for one or more applications;

- Application uptime; and,

- Target achievement for quality and operational Key Performance Indicators on Balanced Scorecards.

Major Incident Management driving understanding of underlying issues; includes managing Major Incident Reviews and tracking, completion of  post-mortem and RCA for all business impacting events, time critical updates to I.T., business, and vendor contacts during and after incident response.

Maintains inventory of problems under analysis and their current progress and status.

Improve upon existing approach and value-added improvements to process.

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