Senior Service Delivery Specialist - Finance Ops

Accenture PLC; Portland (ME); On-site; USD 47,000 - 97,000; Full time

Job summary

Accenture is seeking a Service Delivery Senior Analyst within the Finance Operations vertical in the United States. This role supports outsourced North American deals, including business development, client orals, knowledge transfers, service recovery, process improvements, and red journey customer support, leveraging call center and customer service experience to build strong client relationships.

The successful candidate will drive data-heavy reporting, maintain client metrics, and adapt to

Qualifications

• 3 years Accounting experience
• 3 years with ERP experience
• Minimum of 2 years of experience supporting customers, members, or clients in a customer service, contact center, case management, or service delivery environment.

Responsibilities

• Demonstrate expert knowledge of all processes and related systems to effectively preform responsibilities.
• 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)
• May act as a point of contact for senior client representatives
• Anticipate, identify, and assess complex issues/problems. Develop and implement a corresponding plan of action to bring the situation to resolution. Communicate changes to supervisor and assist other team leads with resolutions, as needed
• 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
• Display confidence in process knowledge and adherence to client guidelines
• Successfully achieve individual production metrics and contribute to the success of the broader team s goals
• 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
• Handle escalated client situations and clearly communicate to leadership any issues to ensure prompt research and resolution
• Ensure proper documentation, notification, escalation, tracking and follow up of all incidents.
• Identify and support opportunities to leverage AI, automation, and digital tools to improve customer experience, service delivery, and operational efficiency.

Skills

Accounting

ERP experience

Customer service

Tools

AWS Connect

ZenDesk

Cisco

Salesforce

ServiceNow

MSNow

Job description

Accenture is seeking a Service Delivery Senior Analyst within the Finance Operations vertical in the United States. This role supports outsourced North American deals, including business development, client orals, knowledge transfers, service recovery, process improvements, and red journey customer support, leveraging call center and customer service experience to build strong client relationships.

The successful candidate will drive data-heavy reporting, maintain client metrics, and adapt to