What are the responsibilities and job description for the Technical Support Analyst position at Deloitte?
Risk & Financial Advisory - Technology Support Analyst
Do you thrive in times of disruption? Have a drive to be a part of the technology evolution and a passion for turning challenges and opportunities into long-term competitive advantages? As a Consultant in our Hybrid-Operate Client Support group, you'll have the opportunity to gain valuable hands-on experience working alongside leading professionals across diverse industries.
Work you'll do
As a Technology Support Analyst, you will be responsible for assessing and creating support processes to help streamline support services provided by a 7x24x365 global support team. Candidates must be passionate about technology, customer service, and can thrive in a fast-paced, high-pressure environment.
Day to day job responsibilities may include:
The desired candidate is an organized, self-driven individual with a proven ability to achieve objectives and meet deadlines. They will have the ability to be successful while working independently or as part of a team and will be able to adapt quickly to shifts in priorities and/objectives. They will be passionate about learning and applying their technical skills and experiences to solve real-world problems, and possess strong listening, verbal, & written communication skills.
Qualifications
Required:
Preferred:
Do you thrive in times of disruption? Have a drive to be a part of the technology evolution and a passion for turning challenges and opportunities into long-term competitive advantages? As a Consultant in our Hybrid-Operate Client Support group, you'll have the opportunity to gain valuable hands-on experience working alongside leading professionals across diverse industries.
Work you'll do
As a Technology Support Analyst, you will be responsible for assessing and creating support processes to help streamline support services provided by a 7x24x365 global support team. Candidates must be passionate about technology, customer service, and can thrive in a fast-paced, high-pressure environment.
Day to day job responsibilities may include:
- Design and develop new support workflows and processes
- Assist in the development of IT Service Management solutions using products such as ServiceNow by customizing the product using various technologies
- Collaborates with other teams and developers to develop/customize forms and processes on a ServiceNow platform
- Assists with incident resolution, as needed
- Comply with ServiceNow best practices
- Participating in User Access Test (UAT) to collect feedback from UAT Team, ITIL Process owners, Clients and fine-tune the processes and solutions
- Day to day administration of support systems such as Okta
The desired candidate is an organized, self-driven individual with a proven ability to achieve objectives and meet deadlines. They will have the ability to be successful while working independently or as part of a team and will be able to adapt quickly to shifts in priorities and/objectives. They will be passionate about learning and applying their technical skills and experiences to solve real-world problems, and possess strong listening, verbal, & written communication skills.
Qualifications
Required:
- Minimum 2 years of experience in a Business Analyst or equivalent support role
- Experience working in a technology customer support role
- Proven experience in working with a support team using an industry standard solution for ticket tracking and monitoring
- Experience gathering requirements and creating/maintaining solution documentation
- Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
- Ability to travel up to 10%, on average, based on the work you do and the clients and industries/sectors you serve
Preferred:
- Bachelor's degree or equivalent experience
- Working knowledge of ServiceNow CSM
- Experience working with a large support desk of more than 10 agents
- Experience with Javascript, Jelly, web services including MYSQL, XML, HTML, and CSS
- Project management experience
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