Job Description

Position Overview

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. As a Service Specialist within PNC's Service Desk Governance & Metrics Team you will be part of the Digital Workplace Service Desk which consists of Help Desk and Field Technicians. You will be based in Glenwood, NC.

Role and Team responsibilities are:
tUsing statistical tools to interpret data sets, paying particular attention to trends and patterns that could be valuable for diagnostic and predictive analytics efforts
tDeveloping and implementing data analyses, data collection strategies that optimize statistical efficiency and quality
tAcquiring data from primary or secondary data sources
tIdentify, analyze, and interpret trends or patterns
tPreparing reports for leadership that effectively communicate trends, pattern, and predictions using relevant data
tCollaborating with team members, leaders, and lines of business to identify opportunities for process improvements
tTeam communications
tDocumenting Knowledge Articles How to for Help Desk Staff and Field Technicians

Technical Skills:
tSpreadsheet tools Microsoft excel experience
tData Visualization software Tableau
tPowerPoint experience
tService Now
tSharePoint experience
tConfluence experience
tJira
tDatabase languages a + SQL and python

Strong Analytical Skills:
tAbility to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
tAdept at queries report writing and presenting findings
tPredictive analysis how different courses of action could address a problem

Job Description

* Provides technical support and coordination for the Services management function for a specific client or group of clients.
* Identifies and investigates service-related problems. Implements or escalates corrections as appropriate.
* Assists in defining and deploying problem management processes and procedures for specific clients.
* Coordinates activities with other service areas and functions. Develops, documents and disseminates process changes and improvements.
* Participates in problem reviews, root cause analysis, trend analysis and audits.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

* Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
* Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

Competencies

Effectiveness Measurement Ability to measure the quality and quantity of work effort for the purpose of improvement.

ITIL Service Delivery Knowledge of and ability to apply ITIL processes and standards for managing the provision of IT services in line with customer expectations.

IT Service Improvement Knowledge of and ability to utilize a variety of technical tools and management skill sets to achieve better performance in IT service.

IT Standards, Procedures & Policies Knowledge of and the ability to utilize a variety of administrative skill sets and technical knowledge to manage organizational IT policies, standards, and procedures.

Problem Solving Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.

Process Management Knowledge of business process improvement tools and techniques and ability to understand, monitor, update, or enhance existing business or work processes.

Work Experience

Roles at this level typically require a university / college degree with < 1 year of professional experience and/or successful completion of a formal development program. In lieu of a degree, a comparable combination of education and experience (including military service) may be considered.

Education

Bachelors

Disability Accommodations Statement:

The PNC workplace is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the PNC Careers website or submission process, please call 877-968-7762 and select Option 4: Recruiting or contact us via email at pathfinder@pnc.com.

The Human Resources Service Center hours of operation are Monday - Friday 9:00 AM to 5:00 PM ET.

Equal Employment Opportunity (EEO):

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.

California Residents

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