Senior Analyst - Application Support - SharePoint Specialist - Hyderabad

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.