Workplace Service Delivery Analyst - Tool

Job Title

Key accountabilities:

Respond to inquiries and/or process requests via calls, emails, tickets according to established processes and policies. Process transactions / operational requests in workplace service or finance / tools domain

Experience working in workplace related tools or process is an added advantage.

Demonstrated, well-developed verbal and written communication skills; Customer-oriented; seeks solutions that will provide value to end-user

Raise or escalate cases that do not have or do not fit yet in existing practice and process documentation.

Document transactions according to established process documentation and/or as required based on business requirement. Enhance and improve operational workflow and performance.

Validate and process transactions based on various sources, such as but not limited to, service request tickets, trackers/tools, invoices, transaction receipts or documentation.

Resolve discrepancies and/or disputes according to established processes and policies.

Track, monitor and complete transactions from request to payment.

Raise or escalate transactions that are inaccurate and/or aging.

Generate and validate reports for various business requirements, such as but not limited to status reports, scorecards, dashboards, etc.

Provide insights on transaction trends such as but not limited to, usual requests or inquiries, customer behaviors, internal or cross-functional process changes impact.

Actively participate in all process improvements stages: conceptualization, implementation and continuous process improvements.

Operate according to established process and guidelines of Accenture Operations Excellence (OPEX).

Learns new applications, technologies, and skills through intensive hands-on experience.

Respond to the unique reporting requirements of the Operations/Cross functional departments on real-time / Adhoc basis.

Educational Requirement:

Must have:

Minimum Bachelor's Degree or relevant business experience

Skills and Work Experience

Must Have:

2-3 years' experience in years shared service / processing experience or workforce management or related domains

Knowledge of space utilization (hoteling) and facilities management.

Knowledge of supervisory practices and principles.

Possess excellent communication skills, both written and verbal

Maintain a focus on Customer service.

MS Excel skills

Good to Have:

Operations Management

Customer Service

Performance Management

Escalations Management

Analytical Skills

Presentation Skills

Workplace Services Management

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.

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.