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Platform Analyst

Job Location: Dublin

Regional Description: Ireland

Job Number: 00699833

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- Job description

The purpose of the Platform Specialist Team is to support the workforce management team by reducing blockers from our support teams by increasing the functionality and stability of the clients’s platform. The Platform Specialist will be responsible for understanding and resolving technical issues that affect both internal and client facing teams. The Platform Specialist will assist with the execution of continuous improvement and resolution of day-to-day technical issues. 




Primary Responsibilities 

  • Interface with multiple functional areas to investigate technical issues that require further information  
  • Interpret evidence from multiple tools and systems to understand technical issues and scope tasks 
  • Maintain records, prepare reports and develop impact statements to be communicated to Accenture and client teams 
  • Develop and maintain knowledge of client processes to ensure integrity of relevant engineering processes are retained 
  • Develop deep understanding of client teams and understand when to triage/escalate issues to the correct teams 
  • Ensure timely follow-ups with engineering teams, providing more context/examples when needed 
  • Understand new request issues & scope tasks. Scoping should ensure maximum impact by investigating across multiple products 
  • Triage tasks to workforce management platform to ensure correct prioritization of requests are set 
  • Develop launch plans for new tool changes in conjunction with clients platform 
  • Develop and maintain documentation for tooling changes and new requests 
  • Seek opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback 
  • Perform incident notification and escalation to ensure problems/requests/issues are communicated clearly to all stakeholders 
 

Required Skills & Experience 

  • 1+ years working as part of a Line 2 or Line 3 Technical Support Role 
  • 1-2 years experience working in a social media environment 
  • Excellent work pacing (time management) skills, able to work independently   
  • Excellent problem solving skills. Ability to suggest and deliver solutions 
  • Attention to detail is essential to ensure the quality of work execution 
  • Ability to work in multiple toolsets at one time 
  • Motivated, takes initiative, high energy 
  • Familiar with MS office packages 
  • Self-starter, can easily adapt to change (new content, changing policies, new tool issues) 

 
 
 

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.


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