Deloitte hiring ServiceNow Tech Support Analyst

Deloitte is hiring ServiceNow – Tech Support – Analyst. Interested Candidates can go through the details and apply using the link provided at the bottom of the Post. Read all the details carefully.

Deloitte hiring Position Summary

• Job Description: Technology Support Analyst 

• Manage premium-level Tax Application Support via email, phone, and chat, to both internal and external users.
• Maintain a client-centric culture and foster a culture of continuous improvement and employee engagement. 
• Work with product and development teams to troubleshoot application issues and resolve issues.
• Regularly monitor queues to ensure prioritization and wait time for customers meets our SLAs.
• Attend daily support meetings to communicate trends and guidance, answer questions, and gather user feedback for enhancement requests and deficiencies.
• Maintain quality service by establishing and enforcing organizational standards and policies.
• Assist the Support leadership in organizing, planning, and implementing the Tax Transformation Support Strategy. 
• Ability to work flexible shifts including some holidays and weekends.
• Ability to travel as needed (less than 10%) 
• Perform other duties as assigned.
• Adhering to SLAs like response time of an email & chat. ASA for calls & etc.
• Performing as per set standard on metrics like C-SAT, AHT, FCR, schedule adherence, escalation threshold, quality scores, & etc.
• Client value addition, prioritization of issues, VIP support and calculating business impact are basic expectations from the person who would work in this role
• Process incoming service requests, incidents and change requests and formulate appropriate response
• Manage multiple support mailboxes and respond to emails
• Triage and troubleshoot issue(s) reported on all applications.
• Report and record any new defects on all applications.
• Communicate with end users including external (non- Deloitte) client users, this includes contacting Partners, Directors and Senior Managers from client organization
• Troubleshoot and resolve technology related issues on technologies such as MS Office, and custom-built applications primarily on Microsoft stack (ASP.NET, C#, Active Directory and DPASS)
• Provision user accounts for external (non- Deloitte) client users
• Have passion on technical knowledge learning and be a quick learner
• Provides customer service support to the organization by obtaining, analyzing and verifying the accuracy of information in a timely manner
• Initiates and/or implements corrective action as needed, in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained
• Have demonstrated ability to work in a fast-paced, dynamic environment, prioritizing work and adjusting to changing business demands
• Exceptional attention to detail, relevancy, authenticity, and accuracy of information gathered; ability to structure, organize and synthesize data quickly with the end-user perspective in mind.
• Enthusiastic self-starter with a can-do attitude, delivering a consistent high level of performance.
• Exceptional attention to detail and willingness to work in a demanding and results-oriented global business environment with frequently changing priorities.
• Ability to work under strict deadlines, prioritize and multitask work assignments, take ownership and adhere to strict internal quality assurance processes.

Deloitte hiring Technical Requirements:

• Bachelor’s degree in computer science, computer engineering, or related field.
• 0–2 years’ experience
• Excellent Customer service (Phone / Chat / Emails)
• Excellent spoken English Language proficiency
• Proficient with MS-Office applications
• ServiceNow experience preferred.
• Azure experience preferred.
• Exposure to application support, ITIL framework etc.
• Excellent written & verbal skills
• Customer Service experience

·      Comfortable to work in 24*7 environment

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