Experience Senior Analyst-SME

As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities.  In addition to delivering innovative solutions for Accenture’s clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today’s biggest business challenges.  You will receive competitive rewards and access to benefits programs and world-class learning resources.  

Description

As a T2 Operator in Customer Support Operations your main responsibility is to provide end-to-end operational support in all aspects of digital content distribution. You will be working with cross-functional teams to collaborate on launch projects with high visibility and maintain day-to-day operation. A T2 Operator will be expected to help educate both our partners and our T1 operators on industry standards, and provide efficient solutions to operational blockers. It is important to be flexible and versatile in this role as responsibilities will shift and additional tasks will be required of a T2 throughout the continued development of the team. Giving candid feedback and helping to maintain our information resources is key. Based on client demand you might be asked to shift between multiple workflows as well as use the language skill set you have listed on your resume. You will be required to provide support either on ad hoc basis or as a permanent solution during weekends and bank holidays as required by the client demands.

Day-to-day responsibilities may include, but are not limited to:

• Act as liaison to client partnered studios

• Independently analyze a variety of content related issues and problem-solve using available resources

• Troubleshooting issues and requests coming from different stakeholders, including studio partners, post production houses and client contacts

• Educate studios and post production houses on our platform policies and industry standards

• Identify and troubleshoot issues that arise in the delivery process; working with cross-functional teams to investigate

• Coordinate package and asset deliveries and ensure content is published as scheduled

• Conduct storefront quality assurance tasks as assigned

• Provide education and guidance to T1 operators to resolve escalated requests

• Collaboratively work with your T2 peers and share your knowledge with subsequent new joiners

• File feedback through provided channels to improve and maintain our information resources and workflows

• Escalate as necessary to the T3 Team to resolve advanced requests out of T2 scope

• Assist with different vendor projects (example: territory launches, product/feature launches, content redelivery projects etc.)

• Identify process improvements and automation initiatives and bring them up to your project leadership

• Constantly shift between multiple workflows, projects and responsibilities as per the client demand

• Take full ownership of the work assigned to you

Location

This is not a virtual/remote role; the role is work site dependent and requires a distinct level of professionalism. Relocation assistance is not provided. 

Basic Qualifications

• High School Diploma or Equivalent

• Proven written and oral communication skills

• Knowledge of Google Docs and Microsoft Office Suite, especially Excel

• Ability to work on tight daily deadlines

• Exemplifies exceptional leadership qualities and ability to learn quickly in a fast-paced environment while keeping a sharp attention to details

Preferred Skills / Experience

• Quick learner who can work both independently and collaboratively on a tight deadline

• Enthusiastic attitude about learning new things

• Apply sound judgment when dealing with sensitive information which may require escalation

• Professional and communicate well with team members from all levels

• Organized and know how to prioritize effectively

• Adapt well to changes and make quick adjustments to make accommodations

As required by the Colorado Equal Pay Transparency Act, Accenture provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only, the range of starting pay for this role is $31.97 and information on benefits is here  

COVID-19 update:

The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually.

Subject to applicable law, please be aware that Accenture requires all employees to be fully vaccinated as a condition of employment. Accenture will consider requests for accommodation to this vaccination requirement during the recruiting process.

What We Believe

We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.

Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here

Equal Employment Opportunity Statement

Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Accenture is committed to providing veteran employment opportunities to our service men and women.

For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement.

Requesting An Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter.

Other Employment Statements

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.