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Descripción De La Posición

Job Summary

End User and Application Support for the tool suite used by finance and delivery professionals to manage the end-to-end contract life cycle from sales to delivery.

The ACS Tier 1 support team has expertise in both business processes and system procedures across a wide array of tools.  They are the first point of contact for end users seeking functional and technical support for ACS applications.  This role is responsible for leading a team of ACS Support professionals including supervision, career counseling, providing feedback, internal and external training, issue resolution and escalation coverage.

Key Responsibilities

End User Support

  • Develop and maintain a thorough understanding of ACS applications and the business processes they support.
  • Continuously monitor incoming inquiries to ensure all are managed within established SLAs.
  • Work with other T1 leads to resolve complex questions and situations.
  • Watch for trends in incoming tickets that indicate a critical problem might be developing and escalate appropriately.
  • Serve as a key escalation point for leadership if a critical problem develops.
  • Collaborate across the team to review and update FAQs to ensure the ACS Chat bot is up to date.
  • Develop and maintain relationships with end users to stay connected to the user communities.

Application Development and Support

  • Escalate tickets for observed defects and provide additional detail to Operations teams as needed.
  • Attend Daily Operations calls to discuss defects and collect updates to share with impacted users.
  • Coordinate participation of team members in User Acceptance Test for releases.
  • Collaborate with other design/support tiers and initiative teams.
  • Provide input regarding enhancement suggestions.
  • Assist with prioritizing future scope based on end user feedback.
  • Participate in design sessions for new functional/features or enhancements.

Training and Deployment Support

  • Ensure team is up to date on all relevant changes happening in the tool suite.
  • Coordinate and deliver training to team and/or end users as requested/needed.
  • Support deployment efforts of tool rollouts as needed.
  • Collaborate with Change Management for ongoing maintenance, and refinement of training materials, best practices, job aids, demos, support sites and FAQs.

Team Management, Process Improvement and Status Reporting

  • Manage and supervise the ACS Support Tier 1 team.
  • Coordinate work schedules to ensure optimal end user support.
  • Provide status on end user support activity.
  • Drive efforts to continuously improve and optimize support processes and procedures.
  • Ensure additional workstreams and applications can be added to support model as needed.
  • Perform resume review and hiring interviews as needed for open roles.
  • Provide feedback, career counseling and mentoring to team.

Knowledge and Skill Requirements

  • Strong proficiency of Accenture business and financial processes, including:
    • Sales and Pricing
    • Staffing
    • Contract set up, Administration and Invoicing
    • Contract and Corporate Forecasting
    • Financial Reporting
    • Contract and Internal Control Documentation
  • Ability to use and understand all tools covered by the ACS Support Team (see Technical Skills).
  • English fluency, both written and spoken, is required.
  • Ability to work a flexible schedule within a global team to support global users.
  • Ability to communicate effectively across different geographies, organizations, career levels and skill/expertise levels.
  • Self-starter with strong administrative, follow-up and follow through communication skills.
  • Technical proficiency in Microsoft Windows, Microsoft Office, SAP Financials & Business Reporting.
  • Excellent problem solving and analytical skills and ability to work on multiple problems at one time.
  • Excellent customer service and interpersonal skills, and the ability to remain calm in stressful situations.
  • Comfortable in working in a collaborative team environment.


  • Supervises: ACS T1 Support Resources
  • External Relationships:  ACS Tier 2 and 3, CIO Operations, SAP OTC, CFM end users, Delivery end users, Application Business Leads



  • Education: Accounting, Finance degree or related field is preferred.
  • Recommended Certifications, Licenses, etc.: None.
  • Work Experience: 4 or more years with supervisory experience.
  • Travel Requirements: On exception basis only.

Knowledge and Skills Requirements

Technical/Application Skills                                                                                              Proficiency

  • Service Now                                                                                                           Skilled
  • Microsoft Teams                                                                                                   Skilled
  • Manage myEngagements (MME)                                                                       Skilled  
  • Manage mySales (MMS)                                                                                      Skilled
  • Manage myBusiness (MMB)                                                                               Skilled
  • Client Business Projections (CBP)                                                                       Skilled
  • Manage myRecords (MMR)                                                                                Skilled
  • Deltek Workbook                                                                                                  Skilled
  • Manage myPrice (MMP)                                                                                      Skilled
  • mySolution Planner (mySP)                                                                                 Skilled
  • Digital Service Model (DSM)                                                                               Skilled
  • Contract Documents Library (CDL)                                                                    Skilled
  • Digital-ATM (D-ATM)                                                                                           Skilled
  • Manage myDeal (MMD)                                                                                      Skilled
  • Manage myContract (MMC)                                                                               Skilled
  • myScheduling                                                                                                        Skilled
  • SAP Financials Application Knowledge                                                              Skilled
  • SAP Business Reporting Application Knowledge                                             Beginner

Business Skills                                                                                                                      Proficiency

  • SAP Finance Business Process Acumen                                                             Skilled
  • Accenture Business Acumen                                                                                             Expert
  • Project Finances Acumen                                                                                    Beginner
  • Business Operations                                                                                             Beginner
  • Business Process Analysis                                                                                    Beginner
  • CIO Organization Business Acumen                                                                   Trained
  • Continuous Improvement                                                                                   Skilled
  • Organizational Acumen                                                                                       Trained
  • Project Management                                                                                           Trained
  • Relationship Management                                                                                  Trained
  • Teamwork and Collaboration                                                                             Skilled
  • Work Planning/Estimating                                                                                  Beginner

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