Senior IT & Business Process Analyst
Deloitte
Bristol, Connecticut
senior
business process
analyst
software
technical
management
analyst
assurance
technical support
expert
deloitte
trend analysis
analysis
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October 12, 2022
Deloitte
Bristol, Connecticut
FULL_TIME
Senior IT & Business Process Analyst - Audit & Assurance Product and Solutions
Support a proprietary Audit & Assurance application during all phases of the software development lifecycle, but in particular post-deployment. Become a technical support Subject Matter Expert for Deloitte Omnia, our innovative and next-generation Deloitte Audit global platform. Collaborate with product technology and business teams and play a key role in the continual improvement of our applications, both through daily end user support activities and trend analysis and reporting.
Specific Responsibilities Include
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Support a proprietary Audit & Assurance application during all phases of the software development lifecycle, but in particular post-deployment. Become a technical support Subject Matter Expert for Deloitte Omnia, our innovative and next-generation Deloitte Audit global platform. Collaborate with product technology and business teams and play a key role in the continual improvement of our applications, both through daily end user support activities and trend analysis and reporting.
Specific Responsibilities Include
- Advanced Level 2 support of end users located across the globe.
- Report to product teams concerning important short-term support issues and long-term trend analysis.
- Support application at an expert level.
- Retain ownership of all tickets.
- Evaluate closed incidents for quality and provide feedback to 1 st level analysts.
- Create, evaluate, deliver, and maintain product knowledge documents.
- Develop, maintain, and deliver technical training material and sessions for other support personnel.
- Evaluate and deliver recommendations for product support process improvement.
- Participate in activities to assist product teams, such as UAT participation.
- Regular presentations of relevant and informative support matters to product and firm leadership.
- Bachelor's degree is required.
- 3-5 years of technical support or business analyst (or equivalent) experience required.
- Demonstrated ability to learn quickly, and a desire to obtain subject mastery of proprietary software.
- Critical thinking and troubleshooting skills are required.
- This position requires excellent relationship management skills. An ability to interact with people of varying levels of skill and authority is required.
- Self-starter and team player.
- Strong writing and documentation skills.
- Strong verbal communication and presentation skills.
- Strong sense of customer service is required.
- Ability to thrive in a changing or fast-paced environment.
- Willingness to ask for assistance when faced with road blocks or challenges.
- Strong time management and some project management skills.
- Must be able to deliver results with minimal oversight.
- Experience working as part of a virtual team is a plus.
- Experience with the Agile/Scrum framework is a plus.
- Experience with visualization and collaboration software packages such as Tableau, Microsoft Power BI, ServiceNow, SharePoint Online, and Microsoft Azure DevOps is a plus.
- Flexibility regarding schedule and assigned work is required.
- Ability to travel 0-10%, on average, based on the work you do and the clients and industries/sectors you serve.
- Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
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