[Hiring] Service Delivery Senior Analyst @Accenture

Role Description

The Service Delivery Senior Analyst will be aligned within our Finance Operations vertical. This role provides support throughout the life cycle of our outsourced North American deal, with primary support but not limited to:

• Business development
• Client orals
• Knowledge transfers
• Service recovery
• Process improvements
• Red journey customer support

In addition, this role will leverage call center experience, customer service skills, and attention to details to provide a positive customer service. The right candidate will enjoy building relationships with customers and adapt quickly to change.

• Demonstrate expert knowledge of all processes and related systems to effectively perform responsibilities.
• Identify and assist with development of support materials for team use, e.g., training manuals, role aids, and views in databases.
• Manage numerous, complex reporting with minimal supervision, including, but not limited to forecasting, budget, time hour reporting.
• Ensure that all of the client responsibilities occur in accordance with the statement of work and service level agreement with client(s).
• May act as a point of contact for senior client representatives.
• Anticipate, identify, and assess complex issues/problems. Develop and implement a corresponding plan of action to bring the situation to resolution.
• Communicate changes to supervisor and assist other team leads with resolutions, as needed.
• Engage in networking to expand the group’s footprint and sell the team’s capabilities.
• Maintain a high level of customer service with a willingness to be proactive in communication with citizens, colleagues, and leadership.
• Display confidence in process knowledge and adherence to client guidelines.
• Successfully achieve individual production metrics and contribute to the success of the broader team’s goals.
• Leverage research, critical thinking and collaboration to deliver high quality options and solutions to clients.
• Protect the privacy of clients while using multiple data sources and systems.
• Handle escalated client situations and clearly communicate to leadership any issues to ensure prompt research and resolution.
• Ensure proper documentation, notification, escalation, tracking and follow up of all incidents.
• Identify and support opportunities to leverage AI, automation, and digital tools to improve customer experience, service delivery, and operational efficiency.

Qualifications

• 3 years Accounting experience
• 3 years with ERP experience
• Minimum of 2 years of experience supporting customers, members, or clients in a customer service, contact center, case management, or service delivery environment.

Requirements

• Experience with financials: budgeting/reconciliations/journal entries
• Experience with Month-end Close processes and Analysis
• Knowledge of Excel formulas and pivot tables
• Experience with telephony systems AWS Connect, ZenDesk, Cisco, etc.
• Experience with CRM tools Salesforce, ServiceNow, MSNow, etc.
• Experience leveraging AI, automation, or digital tools to improve business processes, reporting, customer support, or operational performance

Professional Qualifications

• Ability to build strong client relationships
• Strong interpersonal, oral and written communication skills dealing with internal and external contacts
• Strong organizational, multi-tasking, and time management skills
• Proven ability to work creatively and analytically in a problem-solving
• Proven ability to contribute to a team oriented environment
• Excellent communication written and oral and interpersonal skills
• Ability to work independently, prioritize and meet deadlines
• Ability to effectively utilize AI-enabled and digital tools to enhance productivity, problem-solving, and customer outcomes.

Benefits

• Medical, dental, vision, life, and long-term disability coverage
• 401(k) plan
• Bonus opportunities
• Paid holidays
• Paid time off

Compensation

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.

• California: $70,350 to $131,300
• Colorado: $57,800 to $113,400
• Connecticut: $54,900 to $113,400
• District of Columbia: $58,400 to $120,800
• Illinois: $50,800 to $113,400
• Maine: $46,700 to $96,600
• Maryland: $54,900 to $113,400
• Massachusetts: $54,900 to $120,800
• Minnesota: $54,900 to $113,400
• New York: $66,300 to $131,300
• New Jersey: $58,400 to $131,300
• Ohio: $50,800 to $105,000
• Virginia: $50,800 to $120,800
• Washington: $80,200 to $120,800