PNC Service Specialist Senior 

United States, Ohio, Cleveland 

532536285

As a Service Specialist Sr within PNC's Technology - Home Lending and Operations organization, you will be based in Miamisburg, OH, Pittsburgh, PA, or Philadelphia, PA. The position is primarily based in a PNC location. Responsibilities require time in the office or in the field on a regular basis. Some responsibilities may be performed remotely, at the manager’s discretion.In this role you will be responsible for supporting the operation of various systems within PNCs Home Lending and Servicing organization, as well as vendor systems associated with these functions. There may be occasional late night or times you will need to be on call for this role.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.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and requiredneeded to be successful in this position.

Change Management, Debugging, Process Improvements, Relationship Building, Root Cause Analysis (RCA), Trend AnalysisEffectiveness Measurement, ITIL (Information Technology Infrastructure Library), ITIL Service Delivery, IT Service Improvement, IT Service Management (ITSM), IT Standards, Procedures & Policies, Problem Solving, Process ManagementRoles at this level typically require a university / college degree, with 2+ years of relevant professional experience. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.No Required Certification(s)No Required License(s)

This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history.

California Residents

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