Technology Support Analyst - Tax Transformation Office - Hyderabad

Technology Support Analyst

If you are energized by solving complex business problems through technology and want to help shape the future of global tax delivery, consider joining the US Tax Transformation technology team. This is an opportunity to play a meaningful role in Deloitte’s digital transformation by helping bring innovative products, capabilities, and experiences to life for our tax professionals and stakeholders around the world. You will work at the intersection of business, technology, and execution—partnering across teams to support high-impact initiatives that improve how we operate, serve clients, and create value at scale.

Deloitte Tax Services India Private Limited commenced operations in June 2004. Since then, nearly all of the Deloitte Tax LLP (“Deloitte Tax”) U.S. service lines have obtained support through Deloitte Tax in India. Deloitte Tax in India offers you opportunities to learn U.S. taxation, a much sought-after career option.

At Deloitte , we are leading clients through the tax transformation taking place in the marketplace. We offer a broad range of fully integrated tax services and add greater impact to clients by combining technology and tax technical resources to uncover insights and smarter solutions for navigating an increasingly complex global environment.

Work you’ll do

The Technology Support Analyst plays an integral role in our Tax Transformation Support team as the individual responsible for resolving issues in collaboration with the Application Development and Infrastructure teams. The Technology Support Analyst will be part of a global team responsible for providing 24/7 support to clients. The Technology Support Analyst will provide full Product Support to clients via email, phone, and chat, and will be responsible to maintain product SLAs via a ticketing system for incident management. The Technology Support Analyst will provide RPA (Bot) Support for Deloitte Tax applications.

Provide premium-level Tax Application Support via email, phone and chat, to both internal and external users.

Maintain all application SLAs and respond to users via a ticketing system for incident management.

Respond to end user (client) support inquiries with a sense of urgency. Analyze and resolve or triage application support 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, requests are fulfilled, and the customer communication is complete.

Collaborate with application development and / or infrastructure resources to resolve incidents/requests.

Follow all internal processes and procedures within the Tax Transformation Support team, including ticket handling and ticket management.

Document resolutions and internal procedures and update knowledgebase articles.

Create a positive customer support experience and build strong relationships through engaged listening and understanding, problem solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a consummately professional attitude.

Ability to multi-task and set priorities accordingly to meet and/or exceed expectations.

Maintain and protect confidentiality with regards to all aspects of client information.

Mentor less experienced analysts on proper standards/techniques to improve their accuracy and efficiency.

Provide after hours and on-call support as needed

Perform other duties as assigned

The Teams

Works closely with our Tax business and engagement teams to manage and transform the capabilities of the Tax practice by designing, building and deploying technology-based platforms, web applications, automation insights and AI insights. Professionals will collaborate with team of analysts, developers, and tax consultants to build high performing user-friendly systems that handle large amounts of data and execute complex calculations. Microsoft .Net and Azure are heavily used along with other technologies as needed.

Work Location : Hyderabad

Shift Timings : - 05:30 AM - 02:30 PM or 02:00 PM - 11:00 PM or 05:30 PM - 02:30 AM IST

Qualifications and Requirements

Bachelor’s degree in information technology, computer science, or related field

2- 3+ years of experience as a Technical Application Support Analyst

Must have excellent written and verbal communication skills

Proficiency with incident tracking systems such as ServiceNow

Proficiency with maintaining knowledgebase entries

Proficiency with MS Office suite

Experience working with end users (clients) to resolve their support incidents

Prefer experience working with Robotic Processing Automation (RPA)

Ability to prioritize tasks and flexibility to work on multiple assignments

Ability to work flexible shifts to include late nights, holidays, and weekends on a rotational basis

Ability to work successfully with onshore and offshore teams

Ability to travel as needed (less than 10%)

Knowledge of Tax a plus