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. Identify and assist with development of support materials for team use, e.g., training manuals, role aids, and views in databases Manage numerous, complex reporting with minimal supervision, including, but not limited to forecasting, budget, time hour reporting Ensure that all of the client responsibilities occur in accordance with the statement of work and service level agreement with client(s) Engage in networking to expand the group’s footprint and sell the team’s capabilities Maintain a high level of customer service with a willingness to be proactive in communication with citizens, colleagues, and leadership Leverage research, critical thinking and collaboration to deliver high quality options and solutions to clients Protect the privacy of clients while using multiple data sources and systems Identify and support opportunities to leverage AI, automation, and digital tools to improve customer experience, service delivery, and operational efficiency. Minimum of 2 years of experience supporting customers, members, or clients in a customer service, contact center, case management, or service delivery environment. Experience with financials: budgeting/reconciliations/journal entries Experience with Month-end Close processes and Analysis Knowledge of Excel formulas and pivot tables Experience 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 performance Ability 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. 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. Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. 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