Senior IT & Business Process Analyst

Information Technology | DAS
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Position Summary

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 

  • 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 1st 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.

Qualifications

  • 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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Our people and culture

Our diverse, equitable, and inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our client most complex challenges. This makes Deloitte one of the most rewarding places to work. Learn more about our inclusive culture.

Professional development

From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.


As used in this posting, "Deloitte" means Deloitte Services LP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Requisition code: 119038

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