Technology Support Analyst II - Tax Transformation
Deloitte is a leading professional services firm that focuses on transforming global tax business with digital technology. The Technology Support Analyst II will provide premium-level support to clients, resolve issues in collaboration with development teams, and maintain product SLAs while ensuring a positive customer support experience. Responsibilities Provide premium-level Tax Application Support to internal and external users via email, phone, and chat; maintain SLAs using a ticketing system Analyze, resolve, and track support incidents or requests, collaborating with development and infrastructure teams as needed Document resolutions, update knowledgebase articles, and ensure all internal processes and procedures are followed Communicate promptly and professionally with users and support teams, ensuring a positive customer support experience Mentor less experienced analysts, promoting adherence to standards and continuous improvement Offer after-hours and on-call support as required, while maintaining confidentiality and handling multiple tasks effectively Skills Bachelor's degree in computer science, computer engineering, or related field Ability to perform job responsibilities within a hybrid work model that requires US Tax professionals to co-locate in person 2 - 3 days per week 1+ year's of experience as a Technology Support Analyst with demonstrated proficiency using incident tracking systems such as ServiceNow Demonstrated proficiency in maintaining comprehensive knowledgebase entries and proven experience resolving client support incidents, effectively prioritizing tasks and managing multiple assignments concurrently Ability to work flexible shifts for 24/7 support coverage, including some holidays and weekends Ability to travel 10%, on average, based on the work you do and the clients and industries/sector you serve Limited immigration sponsorship may be available One of the following active accreditations obtained, in process or willing and able to obtain: Licensed CPA in state of practice/primary office if eligible to sit for the CPA, If not CPA eligible: Licensed Attorney, Enrolled Agent, Technology Certifications: AWS Certified Solutions Architect, ITIL Certification, Microsoft Azure Certified Information Systems Security Professional (CISSP), Certified SAFe® DevOps Practitioner Experience implementing Robotic Process Automation (RPA) solutions and using SharePoint to build and maintain comprehensive knowledgebase entries Expertise in backend technologies, including Swagger, Entity Framework, ASP.NET Web API, . NET Framework, LINQ, and SQL, supporting robust system integration Working knowledge of the Agile Software Development Life Cycle, contributing to continuous process improvement Previous tax support experience with excellent written and verbal communication skills, ensuring clarity and professionalism in client interactions Proficiency with the MS Office suite (including Teams) and successful collaboration with both onshore and offshore teams Benefits Discretionary annual incentive program Company Overview Deloitte is a business consulting company that offers audit, consulting, financial advisory, and tax services. It was founded in 1845, and is headquartered in London, England, GBR, with a workforce of 10001+ employees. Its website is Company H1B Sponsorship Deloitte has a track record of offering H1B sponsorships, with 1055 in 2026, 6871 in 2025, 4911 in 2024, 5604 in 2023, 8090 in 2022, 5993 in 2021, 10388 in 2020. Please note that this does not guarantee sponsorship for this specific role.