Tech Solution Center Analyst Lead

PNC • Chicago, IL

1d • $49,500 - $82,500 • Onsite

About The Position

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. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Tech Solution Center Analyst Lead within PNC's Tech Solution Center organization, you will be based in Chicago, IL.

• Provides high-touch technical support to executive leadership, resolving complex hardware, software, mobile device, collaboration, and productivity technology issues with urgency, professionalism, and discretion. Delivers both remote and onsite support to ensure minimal disruption to business operations.
• Serves as a trusted technology partner to executives by analyzing technical and business challenges, identifying root causes, and recommending solutions that improve productivity, efficiency, and the overall executive technology experience.
• Utilizes ServiceNow to manage incidents, service requests, change records, knowledge articles, and asset information, ensuring accurate documentation, timely resolution, and adherence to service level expectations.
• Partners with technology vendors and service providers to coordinate implementations, escalate critical issues, and ensure timely resolution of executive-impacting technology concerns.
• Maintains, upgrades, and supports executive technology environments, including desktops, laptops, mobile devices, conferencing solutions, and network-connected systems. Executes technology refreshes, configuration changes, and implementation activities to maintain optimal performance and reliability.
• Resolves complex incidents and fulfills executive service requests in accordance with established service standards and knowledge documentation. Collaborates across technology teams to support executive priorities, strategic initiatives, and technology deployments.
• Leverages ServiceNow reporting and tracking capabilities to monitor ticket trends, manage executive escalations, identify recurring issues, and drive continuous service improvements.
• Acts as a subject matter expert for executive support services, mentoring team members on best practices, customer service excellence, issue resolution, ServiceNow processes, and executive engagement. Promotes knowledge sharing and continuous improvement across the support organization.

Requirements

• Roles at this level typically require an Associates or equivalent degree as well as related experience or product knowledge to accomplish primary duties.
• Typically requires 4+ years of related business or functional experience.
• In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.
• 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.

Nice To Haves

• Experience providing VIP/Executive Technology Support for senior leaders and C-suite executives.
• Strong working knowledge of ServiceNow Incident, Request, Change, Knowledge, and Asset Management modules.
• Experience supporting Microsoft 365, Teams, mobile devices, conferencing technologies, and executive meeting support.
• Proven ability to manage high-priority incidents, executive escalations, and sensitive technical issues with professionalism and confidentiality.
• Customer Solutions
• Data Architecture Development
• End Users
• Executive Support
• Phone Support
• Problem Resolution
• ServiceNow IT Service Management
• Technical Support
• Technical Troubleshooting
• Call Center Technologies
• Customer Support Operations
• Hardware Infrastructure
• Help Desk
• Problem Solving
• Technical Troubleshooting

Responsibilities

• Provides high-touch technical support to executive leadership, resolving complex hardware, software, mobile device, collaboration, and productivity technology issues with urgency, professionalism, and discretion. Delivers both remote and onsite support to ensure minimal disruption to business operations.
• Serves as a trusted technology partner to executives by analyzing technical and business challenges, identifying root causes, and recommending solutions that improve productivity, efficiency, and the overall executive technology experience.
• Utilizes ServiceNow to manage incidents, service requests, change records, knowledge articles, and asset information, ensuring accurate documentation, timely resolution, and adherence to service level expectations.
• Partners with technology vendors and service providers to coordinate implementations, escalate critical issues, and ensure timely resolution of executive-impacting technology concerns.
• Maintains, upgrades, and supports executive technology environments, including desktops, laptops, mobile devices, conferencing solutions, and network-connected systems. Executes technology refreshes, configuration changes, and implementation activities to maintain optimal performance and reliability.
• Resolves complex incidents and fulfills executive service requests in accordance with established service standards and knowledge documentation. Collaborates across technology teams to support executive priorities, strategic initiatives, and technology deployments.
• Leverages ServiceNow reporting and tracking capabilities to monitor ticket trends, manage executive escalations, identify recurring issues, and drive continuous service improvements.
• Acts as a subject matter expert for executive support services, mentoring team members on best practices, customer service excellence, issue resolution, ServiceNow processes, and executive engagement. Promotes knowledge sharing and continuous improvement across the support organization.
• Provides support and problem resolution for technology products and applications.
• Utilizes utilities and tools to provide remote/onsite technical support services on end user software and hardware.
• Manages and performs business process analysis projects and related assignments for the management team to include research, presentation and resolution of problems and recommendations for improvements.
• Resolves incidents and fulfills requests in accordance with knowledge documentation.
• Assist with overall performance analysis for all aspects of the Technology Solution Center operations including data analysis, trend analysis, graphing, presentation development and delivery.
• Participates in the creation of functional requirements for IT systems that will improve the effectiveness and efficiency of operations.
• Supports leadership with knowledge management, training, new product support, and other specialties/projects.

Benefits

• medical/prescription drug coverage (with a Health Savings Account feature)
• dental and vision options
• employee and spouse/child life insurance
• short and long-term disability protection
• 401(k) with PNC match
• pension and stock purchase plans
• dependent care reimbursement account
• back-up child/elder care
• adoption, surrogacy, and doula reimbursement
• educational assistance, including select programs fully paid
• a robust wellness program with financial incentives
• maternity and/or parental leave
• up to 11 paid holidays each year
• 9 occasional absence days each year, unless otherwise required by law
• between 15 to 25 vacation days each year, depending on career level; and years of service.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree