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Global Accommodation Support Case Manager (sr analyst)
Buenos Aires
Job No. r00262653
Full-time
Descripción De La Posición
The Global Accommodation Support Case Manager helps employees get the support they need to work effectively and comfortably. This role is about guiding employees through the accommodation process with care and professionalism—ensuring they feel supported while connecting them with the right teams to implement solutions.
The Case Manager also plays a key role in maintaining service quality, tracking cases efficiently, and advocating for accessibility and inclusion across Accenture’s global workforce. This role requires collaboration with HR, Assistive Technology, Workplace, and other teams, as well as flexibility to support multiple time zones.
Key Responsibilities
Support Employees Through the Accommodation Process
- Serve as the primary contact for accommodation requests.
- Provide clear guidance and ensure a positive, supportive experience.
- Keep employees informed and engaged throughout the process.
Coordinate with the Right Teams
- Partner with HR, Assistive Technology, Workplace, and other teams to facilitate accommodations.
- Assign requests to the appropriate teams for evaluation and implementation.
- Monitor progress and proactively follow up to ensure timely completion.
Manage Requests Efficiently
- Process and track accommodation requests using case management tools, ensuring accurate documentation and timely updates.
- Maintain confidential, accurate, and complete records in compliance with privacy policies.
- Escalate delays or issues to ensure prompt resolution.
- Verify employee satisfaction and accommodation fulfillment before closing cases.
Advocate for Accessibility & Inclusion
- Promote a service-first approach, ensuring employees feel heard, valued, and supported.
- Stay informed on best practices, accessibility trends, and emerging solutions to improve the accommodation experience.
- Champion Accenture’s commitment to an inclusive and accessible workplace where every employee can thrive.
- Be mindful of cultural sensitivities, ensuring accommodations align with local needs and practices.
What We’re Looking For
- Strong customer service skills—empathetic, responsive, and solutions-focused.
- Experience in case management, HR, employee support, or disability services.
- Excellent communication and organizational skills, with the ability to handle sensitive and confidential information professionally.
- Ability to manage multiple requests efficiently while ensuring attention to detail.
- Familiarity with case management tools (e.g., ServiceNow) is a plus.
- Flexibility to work across multiple time zones and coordinate with global teams.
Why This Role Matters
Accenture’s Accommodation Support Tool (AST), available in 43 countries, helps employees access assistive technology, flexible work arrangements, sign language interpreters, screen readers, noise-canceling headphones, and more. The Case Manager plays a vital role in ensuring employees receive timely, effective support, fostering a more inclusive and barrier-free workplace.
Requisitos
- Bachelor’s degree preferred (Social Work, Human Resources, Business, Psychology, or a related field).
- 2+ years of experience in customer service, case management, HR support, or workplace services.
- Strong communication skills—empathetic, responsive, and professional.
- Ability to manage multiple requests efficiently, maintaining attention to detail.
- Experience using case management tools (e.g., ServiceNow, Workday) is a plus.
Required Skills
- Customer Experience Management – Ensuring a high-quality experience for employees seeking accommodations.
- Employee Case Management – Tracking and managing accommodation requests efficiently.
- Employee Communications – Clearly and empathetically conveying information about accommodations.
- Managing Stakeholder Expectations – Coordinating with HR, IT, and Facilities to ensure timely accommodations.
- Service Delivery – Managing workflows effectively to meet employee needs.
Preferred Skills
- Accessibility Legislation – Awareness of legal frameworks related to workplace accommodations.
- ServiceNow – Experience in tracking and managing cases through digital platforms.
- Workplace Solutions & Design – Understanding how to create accessible and adaptive work environments.
- Employee Relations Programs – Supporting employees while ensuring compliance with accommodation policies.
- HR Process Design – Understanding and improving accommodation workflows.
- Human-Centered Design – Ensuring accommodations focus on the individual’s needs and experiences.
- Behavioral Sciences – Understanding how accommodations impact employee well-being.
- Journey Management – Guiding employees through the accommodation request process smoothly.
