At PwC, our Managed Services team offers outsourced solutions across various functions, helping clients streamline operations, reduce costs, and enhance efficiency. Our team excels in project management, technology, and process optimization to deliver exceptional value. The focus is on building strong client relationships, inspiring teams, and embracing continuous improvement in service delivery.
Company: PwC
Location: Bengaluru & Hyderabad
Employment Type: Full-Time
Role Overview:
The DocuSign Support Analyst will maintain, troubleshoot, and optimize DocuSign eSignature and Digital Transaction Management (DTM) solutions within a dynamic enterprise environment. This role is critical for ensuring seamless digital document signing experiences by addressing technical issues, optimizing workflows, and supporting integrations.
Key Responsibilities
DocuSign Administration & Support:
- Provide Level 2/3 support for DocuSign platform issues, including document processing failures and eSignature errors.
- Manage user accounts, roles, and permissions within the DocuSign Admin Console.
- Configure and troubleshoot templates, PowerForms, and workflows for automated document routing.
- Monitor system logs and audit trails to ensure document security and compliance.
API & Integration Support:
- Support integrations with enterprise applications such as Salesforce, SAP, Workday, and Microsoft 365.
- Troubleshoot REST API requests, authentication issues (OAuth, JWT), and webhook configurations.
- Collaborate with developers to resolve API-related incidents and optimize integration processes.
Security & Compliance Management:
- Ensure Single Sign-On (SSO) integration with platforms like Okta and Azure AD.
- Enforce role-based access control (RBAC) and document retention policies.
- Maintain compliance with standards such as GDPR, HIPAA, SOC 2, and ISO 27001.
Workflow & Automation Enhancements:
- Collaborate with business teams to improve eSignature adoption and workflow efficiency.
- Design automated processes for document routing and signing flows.
Monitoring & Performance Optimization:
- Utilize tools like Splunk or Azure Monitor to track system health and API performance.
- Identify and resolve latency issues in document signing processes.
Collaboration & Documentation:
- Document troubleshooting guides, standard operating procedures (SOPs), and best practices.
- Conduct training sessions for end users and junior analysts.
Qualifications and Skills
Technical Skills:
- Expertise in DocuSign eSignature and CLM solutions.
- Knowledge of DocuSign REST APIs (OAuth, JWT authentication).
- Integration experience with CRM/ERP systems like Salesforce and SAP.
- Proficiency in scripting languages (Python, JavaScript, PowerShell).
- Familiarity with cloud platforms (AWS, Azure, GCP) and CI/CD tools (Jenkins, GitHub Actions).
- Understanding of security and compliance frameworks (GDPR, HIPAA, SOC 2, ISO 27001).
Soft Skills:
- Analytical and problem-solving abilities for debugging and troubleshooting.
- Strong communication skills for collaboration with IT teams and business stakeholders.
- Customer-focused mindset to enhance document workflow experiences.
- Adaptability to work in a 24/7 production support environment, including on-call rotations.
Preferred Certifications:
- DocuSign Administrator Certification
- DocuSign API Certification
- AWS or Azure Certifications
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Why Join PwC?
PwC offers a dynamic environment where innovation and continuous learning are encouraged. By joining our team, you will contribute to transforming client operations while advancing your technical expertise and leadership skills.
Important Notice and Disclaimer
Equal Opportunity Employment
PwC is committed to creating a diverse and inclusive workplace. We welcome applicants from all backgrounds, regardless of race, gender, religion, sexual orientation, age, disability, or veteran status. Our hiring decisions are based solely on qualifications, skills, and relevant experience.Application Process Transparency
Please note that PwC does not charge any fees for job applications, interviews, or recruitment processes. Beware of fraudulent job offers or scams using the PwC name. Only apply through official channels or the PwC careers website.Confidentiality and Data Protection
By submitting your application, you consent to the processing of your personal data for recruitment purposes in compliance with applicable data protection laws. PwC ensures the confidentiality and security of all applicant data.Job Role Flexibility
While this job description outlines the primary duties and qualifications for the role, responsibilities may evolve based on business needs, industry trends, or operational requirements.Disclaimer on Job Offer Conditions
This job posting is for informational purposes only. PwC reserves the right to modify, withdraw, or discontinue the role at any time without prior notice. Employment is contingent upon successfully completing PwC’s pre-employment screening process, including background checks.Technical Requirements and Certifications
Preferred technical skills and certifications mentioned are not mandatory but provide a competitive advantage for applicants. Candidates without these qualifications are still encouraged to apply if they meet the core requirements and demonstrate the potential to grow into the role.