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USI- EH27- L35 ITS Digital Collaboration& Response- Senior Analyst
senior · Technology / Software Development
The purpose of this role is to play a role in the adoption of Deloitte’s collaboration and productivity apps among our end users, with the aim of uplifting their digital capability in the workplace. Our mission is to help our people work smarter, not harder.
You will be a member of our Product Advisory & Adoption pillar within the Digital Collaboration & Research (DCR) Team. You will work with end users to resolve their support queries and provide best practice advice on how they can get the most out of our apps. You will also manage license allocation, facilitate regular audit processes, execute monthly reporting and be involved in projects launching new apps and features and continuous improvement initiatives.
This is a unique opportunity to play a role in increasing our Firm’s digital fluency in a hybrid working world while also being exposed to exciting projects and initiatives.
Work you'll do
As a Digital Collaboration& Response on the Digital Collaboration & Research (DCR) team, you will be responsible for:
- Resolve end user questions, issues, and service requests related to digital collaboration tools in a professional and timely manner
- Identify opportunities to automate and streamline manual processes, including creating Power Automate workflows for business requirements
- Develop Power BI dashboards and reporting outputs to provide operational and stakeholder insights
- Test, validate, and support the rollout of new Microsoft 365 functionality and app features, including documenting issues and updating user guidance
- Manage support tickets end-to-end, coordinate with offshore team members, and ensure effective end-of-day handover
- Administer license provisioning activities, including allocation, renewal demand, invoicing, and internal recharge processes in line with policy and controls
The team
The ITS teams working out of Hyderabad provide services across various teams in EAS, Service Support, RPA, IT Risk and Compliance, QA, Cyber Security etc. The primary focus of this team is to provide the management and technical support to the key business contacts by ensuring that all the required SLAs, KPIs and other client requirements are met in an excellent manner.
Location: Hyderabad
Shift Timings: 6:30 AM to 3:30 PM
Qualifications
Required:
- Bachelor’s degree in business or technology
- 3+ years of experience in information technology end-user support in Level 1 or Level 2 environments
- Experience supporting collaboration and productivity applications, including Microsoft Teams, SharePoint Online, Power Automate, and Power BI
- Experience creating Power Automate workflows for business requirements
- Experience developing Power BI dashboards and reporting outputs
- Experience managing incidents, service requests, and support tickets within defined service level agreements
Preferred:
- Experience with Microsoft 365 applications, including Copilot, Teams, or SharePoint
- Experience in a professional services firm