Skill required: Tech for Operations - Customer Technical Support
Designation: Senior Analyst
Qualifications:BTech,BTech,Bachelor of Information systems and Management
Years of Experience:5-8 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? You will be part of the Technology for Operations team that acts as a trusted advisor and partner to Accenture Operations. The Application Automation Engineering Analyst will be part of the Application Automation Engineering Team. The Application Automation Engineering Support will be responsible for ticket troubleshooting, carrying out Impact Analysis’ when required, and provides multiple resolution to tier 1 and 2 issues as it relates to problems associated with Application Service and Cloud technologies. The Application Automation Engineering will work with our internal users and provide first and second level support for issue pertaining to but not limited to permissions, user issues, investigatory of tech cases that are required to maintain and support both our business and its clients. The Tech For Operations (TFO) team provides innovative and secure technologies to help clients build an intelligent operating model, driving exceptional results. Works closely with the sales, offering and delivery teams to identify and build innovative solutions. Major sub deals include AHO(Application Hosting Operations), ISMT (Infrastructure Management), Intelligent Automation Provide technical assistance on the use of specific systems, software and infrastructure and in troubleshooting of technical problems.
What are we looking for? • Minimum 3 years of application support experience or a technology degree. • Over 3 years in software engineering or supporting enterprise applications. • Experience with CRM applications and complex integrations. • Additional experience in data analytics is advantageous. • Proficiency in MS Tools like Power BI and Power Apps. • Familiarity with Agile and Waterfall Models. • Strong understanding of Integrated Platforms and analytical skills. • Highly articulate individual with technical problem-solving abilities. • Exceptional communicator and presenter across all business levels. • Knowledge of information security, risk management, and compliance. • Proficient in scripting languages (Bash, Perl, Python, PowerShell) and basic networking. • Previous experience in technical support, troubleshooting, or application support. • Good understanding of SQL and interpersonal skills. • Solid familiarity with ticketing systems like Jira and DevOps. • Bachelor’s degree preferred, especially in Computer Science. • Thorough knowledge of supply chain processes is essential for this role.
Roles and Responsibilities: •In this role you are required to do analysis and solving of lower-complexity problems • Your day to day interaction is with peers within Accenture before updating supervisors • In this role you may have limited exposure with clients and/or Accenture management • You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments • The decisions you make impact your own work and may impact the work of others • You will be an individual contributor as a part of a team, with a focused scope of work • Please note that this role may require you to work in rotational shifts • Administer end-user permissions, password resets, and data access. • Troubleshoot software production issues, update tickets, and enhance functionality. • Provide timely and effective customer support, ensuring issue resolution. • Prioritize and escalate tickets to appropriate personnel. • Document resolution activities and system configurations accurately. • Escalate process change requests for approval. • Support QA/UAT testing of new application releases. • Stay informed about product updates and bug fixes. • Utilize integration capabilities and analytics tools like Power BI. • Promptly report system issues. • Develop into a Subject Matter Expert (SME) in applications and business processes. • Collaborate with stakeholders on IT issues affecting business operations. • Investigate user queries and liaise with relevant teams. • Escalate risks to development and engineering teams. • Provide weekly updates on production issues and client communications. • Offer technical support for software applications, collaborating with developers to improve performance. • Act as an expert on supported applications, addressing user inquiries and issues. • Analyze root causes of application problems. • Create and update documentation and training materials for end-users. • Take part in software testing and quality assurance, including user acceptance testing. • Aid in new software implementation and post-implementation support.