L1 Enquiry Support at Nielsen

Pune, Maharashtra, India

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Finance, TechnologyIndustries

Requirements

Bachelor’s degree in Finance, Accounting, Business Administration, or related field preferred
2-5 years’ experience in Finance Shared Services, customer service, or similar support role
Strong customer service, problem-solving, and communication skills
Proficiency with Service Management platforms (e.g., ServiceNow ITSM and CSM modules) and financial systems
Finance Shared Services or GBS background preferred
Strong stakeholder management, written and verbal communication skills
Innovation-driven mindset and ability to enable business goals in harmony with regulatory requirements
Startup and growth mindset
Ability to troubleshoot and ask for support when required
Proven track record of implementing change that delivers results
Exposure to agentic AI, automation, and a desire to explore artificial intelligence and generative AI
Passion for Accounts Payable, Order to Cash, Service Management, and FinOps processes
Growth mindset, eager to learn, and see the wider impact of finance operations
Collaboration and ownership skills, keen to drive accountability in a high-performing, inclusive team

Responsibilities

Efficiently resolve inquiries and issues, leveraging knowledge base resources and problem-solving techniques
Monitor and manage ticket flow in ServiceNow, prioritizing and escalating as needed
Record detailed information for continuous improvement
Deliver exceptional customer service with professionalism, empathy, and clear communication
Identify and contribute to process improvement initiatives that enhance service delivery and operational efficiency
Ensure all inquiries and resolutions comply with company policies, maintaining accurate documentation for audit and training
Assist in developing and delivering training materials, and mentor team members
Collaborate closely with L2/L3 teams and other finance functions to address complex inquiries
Track and publish metrics around SLAs and case management (KPI reporting)

Skills

ServiceNow

ITSM

CSM

ServiceNow ITSM

ServiceNow CSM

Agentic AI

Generative AI

Accounts Payable

Order to Cash

FinOps

Ticketing

KPI Reporting

SLA Management

Nielsen

Global measurement and data analytics provider

About Nielsen

Nielsen provides measurement and data analytics services to help businesses understand consumers and markets globally. The company operates through two main divisions: Nielsen Global Media, which offers reliable metrics for the media and advertising industries, and Nielsen Global Connect, which supplies consumer packaged goods manufacturers and retailers with actionable insights about the marketplace. Nielsen combines its proprietary data with other sources to give clients a comprehensive view of current trends and future opportunities. With a presence in over 100 countries, Nielsen aims to support companies in making informed decisions to drive innovation and growth.

Town of Clarkstown, New YorkHeadquarters

1963Year Founded

$45.1MTotal Funding

ACQUISITIONCompany Stage

Data & Analytics, ConsultingIndustries

10,001+Employees

Benefits

Health Insurance

401(k) Retirement Plan

401(k) Company Match

Unlimited Paid Time Off

Risks

Competition from digital-native analytics firms threatens Nielsen's market share.

Privacy regulations may impact Nielsen's data collection capabilities.

Private equity acquisition could lead to strategic shifts misaligned with client needs.

Differentiation

Nielsen offers comprehensive cross-platform measurement solutions, including mobile media markets.

The Diverse Media Equity program elevates diverse-owned media companies' visibility.

Nielsen Impact Score evaluates marketing value of university athletic programs.

Upsides

Acquisition of Telephia enhances Nielsen's mobile media measurement capabilities.

Partnerships with P&G and NMSDC support diverse media representation.

Collaboration with TikTok improves digital audience measurement services.

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