Deloitte Senior IT & Business Process Analyst in Lake Mary, Florida
Senior IT & Business Process Analyst - Audit & Assurance Product and Solutions
Support a proprietary Audit & Assurance application during all phases of the software development lifecycle, but in particular post-deployment. Become a technical support Subject Matter Expert for Deloitte Omnia, our innovative and next-generation Deloitte Audit global platform. Collaborate with product technology and business teams and play a key role in the continual improvement of our applications, both through daily end user support activities and trend analysis and reporting. Specific Responsibilities Include
Advanced Level 2 support of end users located across the globe.
Report to product teams concerning important short-term support issues and long-term trend analysis.
Support application at an expert level.
Retain ownership of all tickets.
Evaluate closed incidents for quality and provide feedback to 1 st level analysts.
Create, evaluate, deliver, and maintain product knowledge documents.
Develop, maintain, and deliver technical training material and sessions for other support personnel.
Evaluate and deliver recommendations for product support process improvement.
Participate in activities to assist product teams, such as UAT participation.
Regular presentations of relevant and informative support matters to product and firm leadership.
Bachelor's degree is required.
3-5 years of technical support or business analyst (or equivalent) experience required.
Demonstrated ability to learn quickly, and a desire to obtain subject mastery of proprietary software.
Critical thinking and troubleshooting skills are required.
This position requires excellent relationship management skills. An ability to interact with people of varying levels of skill and authority is required.
Self-starter and team player.
Strong writing and documentation skills.
Strong verbal communication and presentation skills.
Strong sense of customer service is required.
Ability to thrive in a changing or fast-paced environment.
Willingness to ask for assistance when faced with road blocks or challenges.
Strong time management and some project management skills.
Must be able to deliver results with minimal oversight.
Experience working as part of a virtual team is a plus.
Experience with the Agile/Scrum framework is a plus.
Experience with visualization and collaboration software packages such as Tableau, Microsoft Power BI, ServiceNow, SharePoint Online, and Microsoft Azure DevOps is a plus.
Flexibility regarding schedule and assigned work is required.
Ability to travel 0-10%, on average, based on the work you do and the clients and industries/sectors you serve.
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
For individuals assigned and/or hired to work in New York City or Jersey City, Deloitte is required by law to include a reasonable estimate of the compensation range for this role. This compensation range is specific to New York City or Jersey City and takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $ 80,000-$133,330.
You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.
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.