Tax - Technology Support - Analyst - TTO
3.
9 Full-time 9 hours ago Full Job Description Shift:
Remote with ability to work 12-9 CST Monday - Friday, rotating weekends Tax Transformation Application Support Center Overview:
Over the past several years, Deloitte Tax LLP (Deloitte Tax) has had great success in delivering technology-enabled tax services to its clients.
As a result, Deloitte Tax is expanding its Tax Transformation Support Center.
Tax Transformation Support focuses on developing new service offerings and technology solutions that assist us in delivering tax services to our clients.
This is an ideal opportunity to be part of a cutting-edge and innovative start-up environment within the larger Deloitte Tax organization.
Position Overview:
The Technology Support 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.
The Technology Support Analyst will be part of a global team responsible for providing 24/7 support to the clients.
The Technology Support Analyst will provide full Product Support to clients via email, phone, and chat, and will be responsible to maintain product SLAs via a ticketing system for incident management.
The Technology Support Analyst will provide RPA (Bot) Support for Deloitte Tax applications.
Responsibilities:
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.
Ability to multi-task and set priorities accordingly to meet and/or exceed expectations.
Maintain and protect confidentiality with regards to all aspects of client information.
Mentor less experienced analysts on proper standards/techniques to improve their accuracy and efficiency.
Provide after hours and on-call support as needed.
Perform other duties as assigned
Qualifications:
Bachelor's degree in computer science, computer engineering, or related field Minimum 2 years of experience as a Technology Support Analyst Work remotely with the ability to work Noon - 9pm CST and flexible shifts for 24/ 7 support coverage, including some holidays and weekends Must have excellent written and verbal communication skills Proficiency with incident tracking systems such as ServiceNow Proficiency with MS Office suite Experience working with end users (clients) to resolve their support incidents Ability to prioritize tasks and flexibility to work on multiple assignments Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve Preferred:
Knowledge of Tax Experience working successfully with onshore and offshore teams Experience with SharePoint and MS Teams for building/ maintaining knowledgebase entries Prefer experience working with Robotic Processing Automation (RPA) Prefer experience in Backend technologies such as Swagger, Entity framework, ASP.
NET Web API,.
NET Framework, LINQ/SQL Prefer working knowledge of the Agile Software Development Life Cycle Taxtrans The wage range for this role 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.
The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled.
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 $47,600 to $104,000.
Estimated Salary: $20 to $28 per hour based on qualifications.
9 Full-time 9 hours ago Full Job Description Shift:
Remote with ability to work 12-9 CST Monday - Friday, rotating weekends Tax Transformation Application Support Center Overview:
Over the past several years, Deloitte Tax LLP (Deloitte Tax) has had great success in delivering technology-enabled tax services to its clients.
As a result, Deloitte Tax is expanding its Tax Transformation Support Center.
Tax Transformation Support focuses on developing new service offerings and technology solutions that assist us in delivering tax services to our clients.
This is an ideal opportunity to be part of a cutting-edge and innovative start-up environment within the larger Deloitte Tax organization.
Position Overview:
The Technology Support 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.
The Technology Support Analyst will be part of a global team responsible for providing 24/7 support to the clients.
The Technology Support Analyst will provide full Product Support to clients via email, phone, and chat, and will be responsible to maintain product SLAs via a ticketing system for incident management.
The Technology Support Analyst will provide RPA (Bot) Support for Deloitte Tax applications.
Responsibilities:
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.
Ability to multi-task and set priorities accordingly to meet and/or exceed expectations.
Maintain and protect confidentiality with regards to all aspects of client information.
Mentor less experienced analysts on proper standards/techniques to improve their accuracy and efficiency.
Provide after hours and on-call support as needed.
Perform other duties as assigned
Qualifications:
Bachelor's degree in computer science, computer engineering, or related field Minimum 2 years of experience as a Technology Support Analyst Work remotely with the ability to work Noon - 9pm CST and flexible shifts for 24/ 7 support coverage, including some holidays and weekends Must have excellent written and verbal communication skills Proficiency with incident tracking systems such as ServiceNow Proficiency with MS Office suite Experience working with end users (clients) to resolve their support incidents Ability to prioritize tasks and flexibility to work on multiple assignments Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve Preferred:
Knowledge of Tax Experience working successfully with onshore and offshore teams Experience with SharePoint and MS Teams for building/ maintaining knowledgebase entries Prefer experience working with Robotic Processing Automation (RPA) Prefer experience in Backend technologies such as Swagger, Entity framework, ASP.
NET Web API,.
NET Framework, LINQ/SQL Prefer working knowledge of the Agile Software Development Life Cycle Taxtrans The wage range for this role 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.
The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled.
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 $47,600 to $104,000.
Estimated Salary: $20 to $28 per hour based on qualifications.
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