Senior Application Support Specialist

Deloitte France; Cleveland (OH); On-site; USD 60,000 - 90,000; Full time

Job summary

Deloitte Global is seeking a Technology Support Specialist to provide premium level application support to internal and external users, triage incidents, and log/track requests through resolution. You will collaborate with development and infrastructure teams, maintain knowledge articles, and ensure timely communications.

A strong communicator with experience supporting diverse user bases is essential. Hybrid or on-site, with flexibility for after-hours coverage.

Qualifications

• Bachelor's degree in information technology, computer science, or related field.
• 2+ years of experience as a Technical Application Support Analyst.
• Excellent written and verbal communication skills.
• Experience with incident tracking systems such as ServiceNow.
• Experience with MS Office suite.
• Experience working with end users (clients) to resolve their support incidents.
• Ability to work flexible shifts to include late night shifts, holidays, and weekends.
• Experience working successfully with onshore and offshore teams.
• Experience with SharePoint for building/ maintaining knowledgebase entries.
• Ability to prioritize tasks and flexibility to work on multiple assignments.
• Excellent customer service and communication skills.

Responsibilities

• Provide premium-level technical application support via email, phone, and chat to internal and external users.
• Maintain all application SLAs and respond to users via a ticketing system for incident management.
• Respond to end user support inquiries with a sense of urgency and analyze or triage incidents/requests.
• Log and track incidents/requests from identification through resolution in incident management software.
• Communicate with resources involved in resolution to ensure incidents are resolved and customer communication is complete.
• Collaborate with application development and infrastructure resources to resolve incidents/requests.
• Follow all internal processes and procedures within the Product Support team, including ticket handling.
• Document resolutions and internal procedures and update knowledge articles.
• Create a positive customer support experience and build strong relationships through engaged listening and problem solving.
• Mentor less experienced analysts on proper standards/techniques to improve accuracy and efficiency.
• Provide after hours and on-call support as needed.

Skills

Excellent communication

Customer service

End-user support

Bilingual English/Spanish

Education

Bachelor's degree in information technology or related field

Tools

ServiceNow

MS Office

SharePoint

Job description

Deloitte Global is seeking a Technology Support Specialist to provide premium level application support to internal and external users, triage incidents, and log/track requests through resolution. You will collaborate with development and infrastructure teams, maintain knowledge articles, and ensure timely communications.

A strong communicator with experience supporting diverse user bases is essential. Hybrid or on-site, with flexibility for after-hours coverage.