Job Description
If you are a technology visionary with a passion for transforming global tax business with digital technology, consider working with the US Tax Transformation technology team. This is an exciting opportunity to support global execution of Deloitte's tax strategy as we shift from "doing digital" to "being digital" by reimagining how we engage with our clients, deliver our services, operate our business, and create value.
Work you'll do
As a Technology Support Analyst Lead, you'll play 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 Lead will be part of a global team responsible for providing 24/7 support to the clients. The Technology Support Analyst Lead will provide full Product Support to users via email, phone, and chat, and will be responsible to maintain product SLAs via a ticketing system for incident management.
Additional responsibilities include:
Provide premium-level Tax Application Support to internal and external users via email, phone, and chat; maintain SLAs using a ticketing system.
Analyze, resolve, and track support incidents or requests, collaborating with development and infrastructure teams as needed.
Document resolutions, update knowledgebase articles, and ensure all internal processes and procedures are followed.
Communicate promptly and professionally with users and support teams, ensuring a positive customer support experience.
Train and mentor less experienced analysts, promoting adherence to standards and continuous improvement.
Offer after-hours and on-call support as required, while maintaining confidentiality and handling multiple tasks effectively.
The Team
Over the past several years, Deloitte Tax LLP ("Deloitte Tax") has had great success in delivering technology-enabled tax services to its clients. As a result, Deloitte Tax is expanding its Tax Transformation Support Center. Tax Transformation Support focuses on assisting engagement teams and our technologists developing new service offerings and technology solutions that assist us in delivering tax services to our clients. This is an ideal opportunity to be part of a cutting-edge and innovative start-up environment within the larger Deloitte Tax organization.
Qualifications
Required:
Bachelor's degree in computer science, computer engineering, or related field.
Ability to perform job responsibilities within a hybrid work model that requires US Tax professionals to co-locate in person 2 - 3 days per week.
3+ year's of experience as a Technology Support Analyst with demonstrated proficiency using incident tracking systems such as ServiceNow.
Demonstrated proficiency in maintaining comprehensive knowledgebase entries and proven experience resolving client support incidents, effectively prioritizing tasks and managing multiple assignments concurrently.
Ability to work flexible shifts for 24/7 support coverage, including some holidays and weekends
Ability to travel 10%, on average, based on the work you do and the clients and industries/sector you serve.
Limited immigration sponsorship may be available.
One of the following active accreditations obtained, in process or willing and able to obtain:
Licensed CPA in state of practice/primary office if eligible to sit for the CPA
If not CPA eligible:
Licensed Attorney
Enrolled Agent
Technology Certifications:
AWS Certified Solutions Architect
ITIL Certification
Microsoft Azure
Certified Information Systems Security Professional (CISSP)
Certified SAFe® DevOps Practitioner
Preferred:
Experience implementing Robotic Process Automation (RPA) solutions and using SharePoint to build and maintain comprehensive knowledgebase entries.
Expertise in backend technologies, including Swagger, Entity Framework, ASP.NET Web API, . NET Framework, LINQ, and SQL, supporting robust system integration.
Working knowledge of the Agile Software Development Life Cycle, contributing to continuous process improvement.
Previous tax support experience with excellent written and verbal communication skills, ensuring clarity and professionalism in client interactions.
Proficiency with the MS Office suite (including Teams) and successful collaboration with both onshore and offshore teams.
The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $58,940 to $109,460.
You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.
Information for applicants with a need for accommodation: https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html
Work you'll do
As a Technology Support Analyst Lead, you'll play 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 Lead will be part of a global team responsible for providing 24/7 support to the clients. The Technology Support Analyst Lead will provide full Product Support to users via email, phone, and chat, and will be responsible to maintain product SLAs via a ticketing system for incident management.
Additional responsibilities include:
Provide premium-level Tax Application Support to internal and external users via email, phone, and chat; maintain SLAs using a ticketing system.
Analyze, resolve, and track support incidents or requests, collaborating with development and infrastructure teams as needed.
Document resolutions, update knowledgebase articles, and ensure all internal processes and procedures are followed.
Communicate promptly and professionally with users and support teams, ensuring a positive customer support experience.
Train and mentor less experienced analysts, promoting adherence to standards and continuous improvement.
Offer after-hours and on-call support as required, while maintaining confidentiality and handling multiple tasks effectively.
The Team
Over the past several years, Deloitte Tax LLP ("Deloitte Tax") has had great success in delivering technology-enabled tax services to its clients. As a result, Deloitte Tax is expanding its Tax Transformation Support Center. Tax Transformation Support focuses on assisting engagement teams and our technologists developing new service offerings and technology solutions that assist us in delivering tax services to our clients. This is an ideal opportunity to be part of a cutting-edge and innovative start-up environment within the larger Deloitte Tax organization.
Qualifications
Required:
Bachelor's degree in computer science, computer engineering, or related field.
Ability to perform job responsibilities within a hybrid work model that requires US Tax professionals to co-locate in person 2 - 3 days per week.
3+ year's of experience as a Technology Support Analyst with demonstrated proficiency using incident tracking systems such as ServiceNow.
Demonstrated proficiency in maintaining comprehensive knowledgebase entries and proven experience resolving client support incidents, effectively prioritizing tasks and managing multiple assignments concurrently.
Ability to work flexible shifts for 24/7 support coverage, including some holidays and weekends
Ability to travel 10%, on average, based on the work you do and the clients and industries/sector you serve.
Limited immigration sponsorship may be available.
One of the following active accreditations obtained, in process or willing and able to obtain:
Licensed CPA in state of practice/primary office if eligible to sit for the CPA
If not CPA eligible:
Licensed Attorney
Enrolled Agent
Technology Certifications:
AWS Certified Solutions Architect
ITIL Certification
Microsoft Azure
Certified Information Systems Security Professional (CISSP)
Certified SAFe® DevOps Practitioner
Preferred:
Experience implementing Robotic Process Automation (RPA) solutions and using SharePoint to build and maintain comprehensive knowledgebase entries.
Expertise in backend technologies, including Swagger, Entity Framework, ASP.NET Web API, . NET Framework, LINQ, and SQL, supporting robust system integration.
Working knowledge of the Agile Software Development Life Cycle, contributing to continuous process improvement.
Previous tax support experience with excellent written and verbal communication skills, ensuring clarity and professionalism in client interactions.
Proficiency with the MS Office suite (including Teams) and successful collaboration with both onshore and offshore teams.
The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $58,940 to $109,460.
You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.
Information for applicants with a need for accommodation: https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html
💡 Quick Summary
Seeking a career-building opportunity? The Technology Support Analyst Lead - Tax Transformation- job post position is now open for candidates interested in the IT Engineer & Developer Jobs sector. This role in Houston offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in IT Engineer & Developer Jobs is a plus.