Workplace Service Delivery Analyst

Job Description Template

Job Title - Workplace Service Dev Associate Manager (French Language)

Management Level : CL 11

Location: Bangalore – BDC14

Must have skills:         

• Excellent communication skills and ability to lead conversations with stakeholders.
• Experience working in workplace related tools or process is an added advantage.
• Reports/Dashboards and Analytics     
• Process Improvement/Innovation        
• Stakeholder Management
• FRENCH LANGUAGE – READING, SPEAKING & WRITING SKILLS REQUIRED. B2 or C1 LEVELS

Good to have skills: Knowledge of space utilization and facilities management, Experience working in workplace related tools or process is an added advantage.

Job Summary:
The CRM / Processing Analyst responds to customer inquiries or completes routine administrative processing requests via multiple access channels including service request via Service Now, email, call, Teams.  To work in a high performing centralized environment aiding virtual customers.   Include responsibility for optimizing space and planning space to meet business objectives, managing day-to-day organizational space assignments, Advising internal customers on utilization improvements and planning options. Assigning and managing task assignments.

Deliver Workplace services within agreed time, quality, and cost.

Roles & Responsibilities:

• 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.
• Support reservations, collaboration space scheduling and space management system, maintains space information, and provides ongoing support to users of the scheduling and space management system through training, maintenance, and troubleshooting.
• Responsible to check the space reservation system , all details in systems are accurate and actioned
• Co-ordinate/negotiate with various stakeholders for timely delivery of inputs for seat planning.
• Ensure optimum utilization of seats against a defined set of principles and metrics.
• Track and enable changes to space inventory.
  
  Professional & Technical Skills:
• Knowledge of supervisory practices and principles.
• Possess excellent communication skills, both written and verbal
• Convincing/negotiation skills
• Maintain a focus on Customer service.
• MS Excel skills

Additional Information:

• Must be flexible to support US and Europe working hours.
• Ability to work effectively in a virtual and global environment
• This position is based at our Bengaluru office and requires to work from office

About Our Company | Accenture (do not remove the hyperlink)

Experience: 1-4 years of experience.

Educational Qualification: Graduate and equivalent

About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.

Visit us atwww.accenture.com

Equal Employment Opportunity Statement

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.

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

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