Service Delivery Senior Analyst

Accenture PLC; Portland (ME); In loco; USD 47.000 - 97.000; Tempo pieno

Descrizione del lavoro

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

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Accounting

ERP experience

Customer service

Strumenti

AWS Connect

ZenDesk

Cisco

Salesforce

ServiceNow

MSNow

Descrizione del lavoro

Job Summary

The Service Delivery Senior Analyst will be aligned within our Finance Operations vertical. This role provides support throughout the life cycle of our outsourced North American deal, with primary support but not limited to, business development, client orals, knowledge transfers, service recovery, process improvements, and red journey customer support.In addition, this role will leverage call center experience, customer service skills, and attention to details to provide a positive customer service. The right candidate will enjoy building relationships with customers and adapt quickly to change.

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.

Basic 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.

Preferred Qualifications

• Experience with financials: budgeting/reconciliations/journal entries
• Experience with Month-end Close processes and Analysis
• Knowledge of Excel formulas and pivot tables
• Experience with telephony systems AWS Connect, ZenDesk, Cisco, etc.
• Experience with CRM tools Salesforce, ServiceNow, MSNow, etc.
• Experience leveraging AI, automation, or digital tools to improve business processes, reporting, customer support, or operational performance

Professional Qualifications

• Ability to build strong client relationships
• Strong interpersonal, oral and written communication skills dealing with internal and external contacts
• Strong organizational, multi-tasking, and time management skills
• Proven ability to work creatively and analytically in a problem-solving
• Proven ability to contribute to a team oriented environment
• Excellent communication written and oral and interpersonal skills
• Ability to work independently, prioritize and meet deadlines
• Ability to effectively utilize AI-enabled and digital tools to enhance productivity, problem-solving, and customer outcomes.

Compensation

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.

We anticipate this job posting will be posted until 11/28/2026.

Benefits

• medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off.

Annual Salary Range

• California $70,350 to $131,300
• Colorado $57,800 to $113,400
• Connecticut $54,900 to $113,400
• District of Columbia $58,400 to $120,800
• Illinois $50,800 to $113,400
• Maine $46,700 to $96,600
• Maryland $54,900 to $113,400
• Massachusetts $54,900 to $120,800
• Minnesota $54,900 to $113,400
• New York $66,300 to $131,300
• New Jersey $58,400 to $131,300
• Ohio $50,800 to $105,000
• Virginia $50,800 to $120,800
• Washington $80,200 to $120,800

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

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