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Deloitte Tax - Application Support Analyst - Lead in Cleveland, Ohio

Application Support Analyst - Product Support

2 Shifts Available:

  • Sunday - Thursday, 11 AM - 8 PM CST Monday - Thursday, 8 AM - 4 PM CST Sunday

  • Tuesday - Saturday, 11 AM - 8 PM CST Tuesday - Friday, 8 AM - 4 PM CST Saturday

    Tax Transformation Application Support Center Overview:

Over the past several years, Deloitte Tax LLP ("Deloitte Tax") has had great success in delivering technology-enabled tax services to its clients. As a result, Deloitte Tax is expanding its Tax Transformation Support Center. Tax Transformation Support focuses on developing new service offerings and technology solutions that assist us in delivering tax services to our clients. This is an ideal opportunity to be part of a cutting-edge and innovative start-up environment within the larger Deloitte Tax organization.

Position Overview:

The Application Support Analyst plays an integral role in our Tax Transformation Support team as the individual responsible for resolving issues in collaboration with the Application Development and Infrastructure teams. The Application Support Analyst will be part of a global team responsible for providing 24/7 support to clients. The Application Support Analyst will provide full Product Support to clients via email, phone and chat, and will be responsible to maintain product SLAs via a ticketing system for incident management. The Application Support Analyst will also provide RPA (Bot) Support for Deloitte Tax.

Responsibilities:

  • Provide premium-level Tax Application Support via email, phone and chat, to both internal and external users.

  • Provide Robotic Process Automation (RPA) support to the Tax practice.

  • Maintain all application SLAs and respond to users via a ticketing system for incident management.

  • Respond to end user (client) support inquiries with a sense of urgency. Analyze and resolve or triage application support incidents/requests.

  • Log and track incidents/requests from identification through resolution in incident management software.

  • Communicate with resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication is complete.

  • Collaborate with application development and / or infrastructure resources to resolve incidents/requests.

  • Follow all internal processes and procedures within the Tax Transformation Support team, including ticket handling and ticket management.

  • Document resolutions and internal procedures and update knowledgebase articles.

  • Create a positive customer support experience and build strong relationships through engaged listening and understanding, problem solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a consummately professional attitude.

  • Ability to multi-task and set priorities accordingly to meet and/or exceed expectations.

  • Maintain and protect confidentiality with regards to all aspects of client information.

  • Mentor less experienced analysts on proper standards/techniques to improve their accuracy and efficiency.

  • Provide after hours and on-call support as needed.

  • Perform other duties as assigned

    Qualifications:

  • Bachelor's degree in computer science, computer engineering, or related field

  • Minimum 2 years of experience as an Application Support Analyst

  • Must have excellent written and verbal communication skills

  • Proficiency with incident tracking systems such as ServiceNow

  • Proficiency with maintaining knowledgebase entries

  • Proficiency with MS Office suite

  • Experience working with end users (clients) to resolve their support incidents

  • Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve

  • Limited Sponsorship - Limited immigration sponsorship may be available.

    Preferred:

  • Experience working with Robotic Processing Automation (RPA); UiPath Studio, UiPath Orchestrator, Kibana

  • Experience working with SQL Server

  • Experience with SharePoint and Confluence for building/ maintaining knowledgebase entries

  • Experience working with Visual Studio, Tableau, Exago

  • Experience in Frontend technologies such as Angular JS, JavaScript, HTML 5, CSS, kendo

  • Experience in Backend technologies such as Swagger, Entity framework, ASP.NET Web API, .NET Framework, LINQ/SQL

  • Working knowledge of micro services architecture and Service Bus for Windows

  • Working knowledge of the Agile Software Development Life Cycle

  • Ability to prioritize tasks and flexibility to work on multiple assignments

  • Ability to work flexible shifts for 24/ 7 support coverage, including some holidays and weekends

  • Ability to work successfully with onshore and offshore teams

  • Knowledge of Tax a plus

    taxtrans

    All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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