Technology Support Analyst - Tax Transformation Office - Hyderabad

• *Technology Support Analyst**

If you are energized by solving complex business problems through technology and want to help shape the future of global tax delivery, consider joining the US Tax Transformation technology team. This is an opportunity to play a meaningful role in Deloitte’s digital transformation by helping bring innovative products, capabilities, and experiences to life for our tax professionals and stakeholders around the world. You will work at the intersection of business, technology, and execution—partnering across teams to support high\-impact initiatives that improve how we operate, serve clients, and create value at scale.

• *Deloitte Tax Services India Private Limited** commenced operations in June 2004\. Since then, nearly all of the Deloitte Tax LLP (“Deloitte Tax”) U.S. service lines have obtained support through Deloitte Tax in India. Deloitte Tax in India offers you opportunities to learn U.S. taxation, a much sought\-after career option.

• *At Deloitte**, we are leading clients through the tax transformation taking place in the marketplace. We offer a broad range of fully integrated tax services and add greater impact to clients by combining technology and tax technical resources to uncover insights and smarter solutions for navigating an increasingly complex global environment.

• *Work you’ll do**

The Technology Support Analyst plays an integral role in our Tax Transformation Support team as the individual responsible for resolving issues in collaboration with the Application Development and Infrastructure teams. The Technology Support Analyst will be part of a global team responsible for providing 24/7 support to clients. The Technology Support Analyst will provide full Product Support to clients via email, phone, and chat, and will be responsible to maintain product SLAs via a ticketing system for incident management. The Technology Support Analyst will provide RPA (Bot) Support for Deloitte Tax applications.

• *Responsibilities:**

• Provide premium\-level Tax Application Support via email, phone and chat, to both internal and external users.
• Maintain all application SLAs and respond to users via a ticketing system for incident management.
• Respond to end user (client) support inquiries with a sense of urgency. Analyze and resolve or triage application support incidents/requests.
• Log and track incidents/requests from identification through resolution in incident management software.
• Communicate with resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication is complete.
• Collaborate with application development and / or infrastructure resources to resolve incidents/requests.
• Follow all internal processes and procedures within the Tax Transformation Support team, including ticket handling and ticket management.
• Document resolutions and internal procedures and update knowledgebase articles.
• Create a positive customer support experience and build strong relationships through engaged listening and understanding, problem solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a consummately professional attitude.
• Ability to multi\-task and set priorities accordingly to meet and/or exceed expectations.
• Maintain and protect confidentiality with regards to all aspects of client information.
• Mentor less experienced analysts on proper standards/techniques to improve their accuracy and efficiency.
• Provide after hours and on\-call support as needed
• Perform other duties as assigned

• *The Teams**

Works closely with our Tax business and engagement teams to manage and transform the capabilities of the Tax practice by designing, building and deploying technology\-based platforms, web applications, automation insights and AI insights. Professionals will collaborate with team of analysts, developers, and tax consultants to build high performing user\-friendly systems that handle large amounts of data and execute complex calculations. Microsoft .Net and Azure are heavily used along with other technologies as needed.

• *Work Location**: Hyderabad

• *Shift Timings**: \- 05:30 AM \- 02:30 PM or 02:00 PM \- 11:00 PM or 05:30 PM \- 02:30 AM IST

• *Qualifications** **and Requirements**

• Bachelor’s degree in information technology, computer science, or related field
• 2\- 3\+ years of experience as a Technical Application Support Analyst
• Must have excellent written and verbal communication skills
• Proficiency with incident tracking systems such as ServiceNow
• Proficiency with maintaining knowledgebase entries
• Proficiency with MS Office suite
• Experience working with end users (clients) to resolve their support incidents
• Prefer experience working with Robotic Processing Automation (RPA)
• Ability to prioritize tasks and flexibility to work on multiple assignments
• Ability to work flexible shifts to include late nights, holidays, and weekends on a rotational basis
• Ability to work successfully with onshore and offshore teams
• Ability to travel as needed (less than 10%)
• Knowledge of Tax a plus

• *Our purpose**

Deloitte’s purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities.

• *Our people and culture**

Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ways of thinking, ideas and perspectives, and bring more creativity and innovation to help solve our clients’ most complex challenges. This makes Deloitte one of the most rewarding places to work.

• *Professional development**

At Deloitte, professionals have the opportunity to work with some of the best and discover what works best for them. Here, we prioritize professional growth, offering diverse learning and networking opportunities to help accelerate careers and enhance leadership skills. Our state\-of\-the\-art DU: The Leadership Center in India, located in Hyderabad, represents a tangible symbol of our commitment to the holistic growth and development of our people. Explore DU: The Leadership Center in India.

• *Benefits to help you thrive**

At Deloitte, we know that great people make a great organization. Our comprehensive rewards program helps us deliver a distinctly Deloitte experience that helps that empowers our professionals to thrive mentally, physically, and financially—and live their purpose. To support our professionals and their loved ones, we offer a broad range of benefits. Eligibility requirements may be based on role, tenure, type of employment and/ or other criteria. Learn more about what working at Deloitte can mean for you.

• *Recruiting tips**

From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters.

Requisition code: 373932