Service Delivery Senior Analyst

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, and red journey customer  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 preform 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.

Basic Qualifications:

3 years Accounting experience3 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.

Preferred Qualifications:

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, Zen Desk, Cisco, etc.

Experience with CRM tools Salesforce, Service Now, 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.

Compensation at Accenture varies depending on a wide array of…