Service Delivery Senior Analyst

The Service Delivery Senior Analyst will be aligned within our Finance Operations vertical. This role provides support throughout the life cycle of our outsourced North American deal, with primary support but not limited to, business development, client orals, knowledge transfers, service recovery, process improvements, and red journey customer support.In addition, this role will leverage call center experience, customer service skills, and attention to details to provide a positive customer service. The right candidate will enjoy building relationships with customers and adapt quickly to change. Demonstrate expert knowledge of all processes and related systems to effectively preform responsibilities.Identify and assist with development of support materials for team use, e.g., training manuals, role aids, and views in databasesManage numerous, complex reporting with minimal supervision, including, but not limited to forecasting, budget, time hour reportingEnsure that all of the client responsibilities occur in accordance with the statement of work and service level agreement with client(s)May act as a point of contact for senior client representativesAnticipate, identify, and assess complex issues/problems. Develop and implement a corresponding plan of action to bring the situation to resolution. Communicate changes to supervisor and assist other team leads with resolutions, as neededEngage in networking to expand the group’s footprint and sell the team’s capabilitiesMaintain a high level of customer service with a willingness to be proactive in communication with citizens, colleagues, and leadershipDisplay confidence in process knowledge and adherence to client guidelinesSuccessfully achieve individual production metrics and contribute to the success of the broader team s goalsLeverage research, critical thinking and collaboration to deliver high quality options and solutions to clientsProtect the privacy of clients while using multiple data sources and systemsHandle escalated client situations and clearly communicate to leadership any issues to ensure prompt research and resolutionEnsure proper documentation, notification, escalation, tracking and follow up of all incidents.Identify and support opportunities to leverage AI, automation, and digital tools to improve customer experience, service delivery, and operational efficiency.Basic Qualifications:3 years Accounting experience3 years with ERP experienceMinimum of 2 years of experience supporting customers, members, or clients in a customer service, contact center, case management, or service delivery environment.Preferred Qualifications:Experience with financials: budgeting/reconciliations/journal entriesExperience with Month-end Close processes and AnalysisKnowledge of Excel formulas and pivot tablesExperience with telephony systems AWS Connect, ZenDesk, Cisco, etc.Experience with CRM tools Salesforce, ServiceNow, MSNow, etc.Experience leveraging AI, automation, or digital tools to improve business processes, reporting, customer support, or operational performanceProfessional Qualifications:Ability to build strong client relationshipsStrong interpersonal, oral and written communication skills dealing with internal and external contactsStrong organizational, multi-tasking, and time management skillsProven ability to work creatively and analytically in a problem-solvingProven ability to contribute to a team oriented environmentExcellent communication written and oral and interpersonal skillsAbility to work independently, prioritize and meet deadlinesAbility to effectively utilize AI-enabled and digital tools to enhance productivity, problem-solving, and customer outcomes.Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.We anticipate this job posting will be posted until 11/28/2026. Accenture offers a market competitive suite of benefits including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off. See more information on our benefits here: U.S. Employee Benefits | AccentureRole Location Annual Salary RangeCalifornia $70,350 to $131,300Colorado $57,800 to $113,400Connecticut $54,900 to $113,400 District of Columbia $58,400 to $120,800Illinois $50,800 to $113,400Maine $46,700 to $96,600Maryland $54,900 to $113,400Massachusetts $54,900 to $120,800Minnesota $54,900 to $113,400 New York $66,300 to $131,300 New Jersey $58,400 to $131,300Ohio $50,800 to $105,000Virginia $50,800 to $120,800Washington $80,200 to $120,800Requesting an AccommodationAccenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at View phone number on click.appcast.io or send us an email or speak with your recruiter.Equal Employment Opportunity StatementWe believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy StatementAccenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.Accenture is committed to providing veteran employment opportunities to our service men and women.Other Employment StatementsApplicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Further, at Accenture a criminal conviction history is not an absolute bar to employment. The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.