Tax Technology Service Desk Analyst - TCII

Tax Technology Service Desk Analyst - TCII

The Tax Technology Service Desk 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. In this role you will be part of a global team responsible for providing 24/7 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.

Work you'll do:

As a Support Analyst within the Tax Transformation Services group, you will provide premium level support by responding to end user (client) 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. Responsibilities include:

• 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.
• Mentor less experienced analysts on proper standards/techniques to improve their accuracy and efficiency.
• Provide after hours and on-call support as needed.

• Bachelor's degree in computer science, computer engineering, or related field
• 2+ years of experience as an Application Support Analyst
• Experience with incident tracking systems such as ServiceNow
• Experience with maintaining knowledgebase entries
• Experience with MS Office suite
• Experience working with end users (clients) to resolve their support incidents
• Ability to work flexible shifts for 24/ 7 support coverage, including some holidays and weekends
• Experience working successfully with onshore and offshore teams
• CPA, Enrolled Agent, or other appropriate certification (either in process or able/willing to obtain)
• Travel up to 25% (While up to 10% of travel is a requirement of the role, due to COVID-19, non-essential travel has been suspended until further notice.)
• Limited Sponsorship - Limited immigration sponsorship may be available.

• Knowledge of Tax
• Must have excellent written and verbal communication skills
• 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 in Backend technologies such as Swagger, Entity framework, ASP.NET Web API, .NET Framework, LINQ/SQL
• Working knowledge of the Agile Software Development Life Cycle
• Ability to prioritize tasks and flexibility to work on multiple assignments