Senior Analyst

Summary
Position Summary
Senior Analyst – Application Support - SharePoint Specialist - Deloitte Support Services India Private Limited
The candidate will leverage his/her 3 to 6 years of Application Support, customer service, technical writing experience with web-based applications to expedite the resolution of Application issues while focusing on improving the overall support and quality processes.
Role Specific Responsibilities

• Second line support to Global Applications
• Addressing Global Applications related Incidents, Service Requests & Problem tickets
• Process application administrative requests
• Responsible for engaging and interacting with the Deloitte Global Applications support teams with a focus on expediting issues resolution
• Will escalate, coordinate and communicate regularly with the Deloitte program teams (BA, QA, Project Mgt., Deployment) to ensure subject matters experts are engaged to efficiently resolve issues
• Provide guidance to the Regional Support Centers
• Will be involved in application transition calls.
• Will liaison with Deloitte program teams to contrive & build scope, escalation matrix and other functional & operational documentation.
• Will actively participate in support / issues resolution conference calls with distributed team.
• Will direct full lifecycle of issues resolution from initiation of the issue to completion with prompt and courteous follow up to the initiators of the issues
• Will provide periodic issues and resolutions status reporting to identify trends and potential improvement opportunities
• Will leverage technical writing skills and experience in the documentation of process workarounds and will refine the Deloitte issues knowledgebase and frequently asked questions documents
• Coordinate trainings
• Create technical support documentation.
• Will require liaising with the vendor.

Education (degree):
Bachelor Degree or equivalent

Years of Experience:
3-6 years

Desired Skills And Experience Include

• Three to 5 years technology support experience (Preferably from application support) .
• Strong knowledge on SharePoint (preferable SharePoint 2013), Data base basics (Preferably SQL basics).
• Experience in working or supporting core SharePoint or SharePoint based applications will be preferred.
• Strong knowledge on M365
• Power BI knowledge or any other data visualization tool
• Python intermediate knowledge is required
• Should have proven incident & program management record.
• Should have basic knowledge about MS Windows server administration & Networking.
• Should have advanced level of knowledge on MS office suite of applications – specially MS Word, Excel & Power Point
• Preferred - Microsoft Certified Professional, ITIL foundation certification.
• IT project management experience will be a Plus.
• Should demonstrate global awareness and capability with appropriate communications to international users of Deloitte applications.
• Should demonstrate flexibility by working "off hours" to accommodate calls in different time zones
• Should utilize effective communications with patience and customer service skills in situations with impatient users
• Will require effective time management skills
• Should be able to provide high quality service.

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Requisition code: 311918