Technology Support Analyst II - Tax Transformation

Deloitte is a leading professional services firm that focuses on transforming global tax business with digital technology. The Technology Support Analyst II will provide premium-level support to clients, resolve issues in collaboration with development teams, and maintain product SLAs while ensuring a positive customer support experience.

Responsibilities

• Provide premium-level Tax Application Support to internal and external users via email, phone, and chat; maintain SLAs using a ticketing system
• Analyze, resolve, and track support incidents or requests, collaborating with development and infrastructure teams as needed
• Document resolutions, update knowledgebase articles, and ensure all internal processes and procedures are followed
• Communicate promptly and professionally with users and support teams, ensuring a positive customer support experience
• Mentor less experienced analysts, promoting adherence to standards and continuous improvement
• Offer after-hours and on-call support as required, while maintaining confidentiality and handling multiple tasks effectively

Skills

• Bachelor's degree in computer science, computer engineering, or related field
• Ability to perform job responsibilities within a hybrid work model that requires US Tax professionals to co-locate in person 2 - 3 days per week
• 1+ year's of experience as a Technology Support Analyst with demonstrated proficiency using incident tracking systems such as ServiceNow
• Demonstrated proficiency in maintaining comprehensive knowledgebase entries and proven experience resolving client support incidents, effectively prioritizing tasks and managing multiple assignments concurrently
• Ability to work flexible shifts for 24/7 support coverage, including some holidays and weekends
• Ability to travel 10%, on average, based on the work you do and the clients and industries/sector you serve
• Limited immigration sponsorship may be available
• One of the following active accreditations obtained, in process or willing and able to obtain: Licensed CPA in state of practice/primary office if eligible to sit for the CPA, If not CPA eligible: Licensed Attorney, Enrolled Agent, Technology Certifications: AWS Certified Solutions Architect, ITIL Certification, Microsoft Azure Certified Information Systems Security Professional (CISSP), Certified SAFe® DevOps Practitioner
• Experience implementing Robotic Process Automation (RPA) solutions and using SharePoint to build and maintain comprehensive knowledgebase entries
• Expertise in backend technologies, including Swagger, Entity Framework, ASP.NET Web API, . NET Framework, LINQ, and SQL, supporting robust system integration
• Working knowledge of the Agile Software Development Life Cycle, contributing to continuous process improvement
• Previous tax support experience with excellent written and verbal communication skills, ensuring clarity and professionalism in client interactions
• Proficiency with the MS Office suite (including Teams) and successful collaboration with both onshore and offshore teams

Benefits

• Discretionary annual incentive program

Company Overview

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