Senior Analyst - Application Support - SharePoint Specialist - Hyderabad

Hyderabad, Telangana, India

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Position Summary

Senior Analyst – Application Support - SharePoint Specialist - Deloitte Support Services India Private Limited 

The candidate will leverage his/her 3 to 6 years of Application Support, customer service, technical writing experience with web-based applications to expedite the resolution of Application issues while focusing on improving the overall support and quality processes.

Role Specific Responsibilities

• Second line support to Global Applications 

• Addressing Global Applications related Incidents, Service Requests & Problem tickets

• Process application administrative requests

• Responsible for engaging and interacting with the Deloitte Global Applications support teams with a focus on expediting issues resolution

• Will escalate, coordinate and communicate regularly with the Deloitte program teams (BA, QA, Project Mgt., Deployment) to ensure subject matters experts are engaged to efficiently resolve issues

• Provide guidance to the Regional Support Centers

• Will be involved in application transition calls.

• Will liaison with Deloitte program teams to contrive & build scope, escalation matrix and other functional & operational documentation.

• Will actively participate in support / issues resolution conference calls with distributed team. 

• Will direct full lifecycle of issues resolution from initiation of the issue to completion with prompt and courteous follow up to the initiators of the issues

• Will provide periodic issues and resolutions status reporting to identify trends and potential improvement opportunities

• Will leverage technical writing skills and experience in the documentation of process workarounds and will refine the Deloitte issues knowledgebase and frequently asked questions documents

• Coordinate trainings

• Create technical support documentation.

• Will require liaising with the vendor.


Education (degree): Bachelor Degree or equivalent           

Years of Experience: 3-6 years

Desired skills and experience include 
• Three to 5 years technology support experience (Preferably from application support) .
• Strong knowledge on SharePoint (preferable SharePoint 2013), Data base basics (Preferably SQL basics). 
• Experience in working or supporting core SharePoint or SharePoint based applications will be preferred.
• Strong knowledge on M365
• Power BI knowledge or any other data visualization tool
• Python intermediate knowledge is required
• Should have proven incident & program management record.
• Should have basic knowledge about MS Windows server administration & Networking.
• Should have advanced level of knowledge on MS office suite of applications – specially MS Word, Excel & Power Point
• Preferred - Microsoft Certified Professional, ITIL foundation certification.
• IT project management experience will be a Plus.
• Should demonstrate global awareness and capability with appropriate communications to international users of Deloitte applications.
• Should demonstrate flexibility by working “off hours” to accommodate calls in different time zones
• Should utilize effective communications with patience and customer service skills in situations with impatient users
• Will require effective time management skills
• Should be able to provide high quality service.


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Requisition code: 311918