Job Details

GMS Technology Support Manager

San Jose, California, United States
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

The PwC network is a global market leader in tax services.

We assist businesses, individuals, and organizations with tax strategy, planning, and compliance, while also delivering a wide range of business advisory services.

With over 32,000 tax professionals, this means that the PwC network can support our clients both locally and globally.

We have experience working with an expansive and diverse client-base, which comprises all types of businesses-multinationals, local companies, privately-owned organizations, entrepreneurs, family businesses, trusts, partnerships, and private individuals.

Job Description
The Global Mobility Services (GMS) Technology Group is a leader in providing value added solutions to complex business problems. Our practice automates client's business processes through implementation of propriety expatriate software, and helps in process redesign and systems integration with enterprise HR/Payroll solutions such as PeopleSoft, SAP and HR Access.
As a member of the GMS Technology team, you will play an important role in the development lifecycle of our various expatriate management solutions.

You will be responsible for contributing to projects that span both the client implementation and product teams.

As technical team member you will work closely with both onshore and offshore development resources and be responsible for the following:
Managing application deployments
Coordinating with development resources onshore/offshore
Technical documentation and review
Implement secure development processes
Participate in peer code and architecture reviews

GMS Technology team members act as the direct liaison with senior IT professionals within PwC and our clients.

Providing specialized assistance in troubleshoot and resolve client issues surrounding the technical / application aspects of our expatriate technology suites.
As a technical member of a client implementation or product team you responsible for designing and implementing system integration approaches using Microsoft and Oracle technologies.

During the implementation process you gather business requirements and create domain specific reports utilizing Microsoft or other 3rd party reporting solutions.
As part of the technology team you will work to evolve or create products to meet our client's business needs.

This requires leveraging a number of development methodologies against a comprehensive understanding of the global mobility

The IAS Technology Global Application Support group is responsible for managing technology support to our global customer base using our propriety web applications

Position/Program Requirements
Minimum Years of Experience: 5

Minimum Degree Required: Bachelor's degree in Management Information Systems or Computer Science

Certification(s) Required: CPA, Enrolled Agent, Member of the Bar, Certified Developer in JAVA, Certified Developer in SQL, Certified Developer in SAP, Lotus Professional Certification, Certified Software Quality Analyst, Certified Software Quality Test Engineer, Masters in Computer Science/Information Science, Microsoft Certified Professional Developer , Oracle Certified Professional, Professional Certification in Business Analysis , Professional Certification in Project Management, Certified Compensation Professional, Global Remuneration Professional, Six Sigma Certification (Lean, Green, Black, Master), Technology Specialist: Adobe Technologies , or Technology Specialist: IBM Technologies

Degree(s) Preferred: MBA or Master's degree in Information Systems

Knowledge Preferred:
Demonstrates proven extensive knowledge managing a geographically dispersed technology support team and providing support to a global customer-base, which includes the following:

Overseeing and supervising hotline support team activities, including assigning support tickets when necessary, diagnosing and resolving client-related problems regarding software and network applications, reporting on support metrics and reviewing the work performed by the support teams.

Testing new application releases, including partnering with technology teams to research and test new software for consideration and perform all related aspects of testing, e.g. test plan documentation.

Tracking, monitoring and providing timely resolution to service and support requests and/or problems, including verifying and/or reproducing issues; analyzing large and often complicated data sets, isolating and diagnosing problems; resolving the concerns, where possible; evaluating documented resolutions; analyzing trends for ways to prevent future problems; and running through daily systems verification to establish access availability.

Skills Preferred:
Demonstrates proven extensive ability to apply critical thinking and analysis to troubleshoot and resolve complex technology issues for clients, including the review and analysis of large data sets to diagnose problems and define paths to resolution.

Demonstrated experience supervising teams to create an atmosphere of trust; seeking diverse views to encourage improvement and innovation; participating in various staff recruitment and retention activities; and coaching staff including providing timely meaningful written and verbal feedback.
Demonstrates proven extensive ability to manage technology support resources and related deployment schedules, including after hours calls and on-call rotations, as well as work independently and in team environments.
Demonstrates proven extensive abilities to write, communicate, facilitate, and present to all levels of industry audiences, clients and internal staff and management, including the following:
Training support team members and preparing associated instructional guides and related materials.
Drafting and editing user communications and presentations to internal stakeholders, as well as replying to support tickets received.
Articulating strategic and operational points of view and drive change.

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