Information Technology Services (ITS) – Analyst - Digital Collaboration Consultant (Admin)
Information Technology Services (Australia-ITS)
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 in Australia by ensuring that all the required SLAs, KPIs and other client requirements are met in an excellent manner.
About the Role:
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.
Key Responsibilities:
· Work independently or collaboratively with internal teams to resolve concerns, issues, and questions around our digital collaboration tools in a professional and timely manner.
· Support the administration of licensing of applications such as our whiteboarding apps.
· Support the Firm’s intranet by engaging the Content Editor group, execute monthly reporting and facilitate annual audits.
· Test and promote new front end M365 functionality and app features.
· Work with technical experts and business stakeholders.
· Monthly reporting to provide insights on team activities to DCR leadership.
Key Stakeholder Relationships:
· End users at all levels
· Governance Pillar (Digital Collaboration & Research Team)
· ITS Service Support Teams (L1 and L2)
· Intranet governance team
· ITS Project Management Office
· Global Digital Collaboration Team
KPIs/Key Results (what is delivered)
Key metrics for the role and how success will be measured.
· Metric – All queries and license requests resolved within defined SLAs.
· Metric – Intranet audits conducted within required timeframes.
· Metric – Monthly reporting and insights delivered within 5 days of the end of the month.
KPIs/Key Results (what is delivered)
Key metrics for the role and how success will be measured.
· Metric – All queries and license requests resolved within defined SLAs.
· Metric – Intranet audits conducted within required timeframes.
· Metric – Monthly reporting and insights delivered within 5 days of the end of the month.
Critical Success Factors (the way the role is executed)
· Passionate about managing and responding to end user queries and ensuring outstanding feedback through excellent service delivery.
· Builds cross-product knowledge that aligns with our integrated product strategy. Staying abreast of the features coming on the product roadmaps for each of our productivity and collaboration apps.
· Demonstrates initiative by seeking to understand how personal scope contributes to broader business objectives.
· Attention to detail and proactive.
Competencies / Personal Attributes / Interpersonal Skills
· Customer Service – You have confidence consulting with users from all different levels across different business areas.
· Communication – You have a proven track record of excellent written skills as well as excellent active listening skills.
· Can Do Attitude – You have initiative to see things to resolution and a desire to make an impact for our end users.
· Digital Mindset – You display a natural curiosity to understand and embrace collaboration apps and appreciate the acceleration of technology change.
· Learning – You have a positive and passionate learning mindset to ensure you stay abreast of new and emerging technologies in the digital collaboration space.
Shift Timing: 6.30 am to 3.30 pm
Work Location: Hyderabad
Qualifications, Work Experience & Technical Prerequisites
Technical / Specialist / Industry qualifications & work experience required in this role (essential & desired)
· 1-2 years of experience in technology
· Bachelors in business or technology
· Good understanding of collaboration and productivity apps (e.g., Microsoft Teams, SharePoint Online)
#EAG-Technology
How you’ll grow
At Deloitte, we’ve invested a great deal to create a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunities—including exposure to leaders, sponsors, coaches, and challenging assignments—to help accelerate their careers along the way. No two people learn in exactly the same way. So, we provide a range of resources including live classrooms, team-based learning, and eLearning. DU: The Leadership Centre in India, our state-of-the-art, world-class learning Center in the Hyderabad offices is an extension of the Deloitte University (DU) in Westlake, Texas, and represents a tangible symbol of our commitment to our people’s growth and development. Explore DU: The Leadership Center in India
Benefits
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.
Deloitte’s culture
Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture that is inclusive, invites authenticity, leverages our diversity, and where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.
Corporate citizenship
Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte’s impact on the world.
Disclaimer: Please note that this Job Description is subject to change based on the business/project requirements and at the discretion of management.