Analyst - Digital Gateway Support

Quality & Timely Delivery Responsibility : Handle multiple user requests or incidents efficiently, ensuring each is resolved within the agreed Service Level Agreement (SLA). Key Activities : Monitor ticket queues and prioritize based on urgency and impact. Follow standard operating procedures (SOPs) for resolution. Escalate issues when necessary to Level 2/3 teams.

Skills Needed : Time management Attention to detail Basic troubleshooting and documentation 2. Global Application Support (24/7 Window) Responsibility : Provide round-the-clock support to users of KPMG Global applications, ensuring availability and responsiveness. Key Activities : Respond to user queries via email, chat, or ticketing systems. Perform initial diagnosis and provide solutions or workarounds. Maintain shift handover logs and ensure continuity. Skills Needed : Familiarity with global support tools (e.g., ServiceNow, Jira) Basic understanding of supported applications Clear communication across time zones 3. Coordination Across Teams Responsibility : Act as a bridge between local and international teams to resolve user issues effectively. Key Activities : Collaborate with infrastructure, application, and business teams. Track progress of escalated issues and ensure closure. Document resolutions and share knowledge across teams. Skills Needed : Stakeholder management Cross-cultural communication Issue tracking and follow-up 4. Team Player & Individual Contributor Responsibility : Adapt to business needs by working independently or collaboratively. Key Activities : Participate in team meetings, knowledge sharing, and training. Take ownership of assigned tasks and deliver without supervision. Support peers during high-volume periods or outages. Quality & Timely Delivery Responsibility : Handle multiple user requests or incidents efficiently, ensuring each is resolved within the agreed Service Level Agreement (SLA). Key Activities : Monitor ticket queues and prioritize based on urgency and impact. Follow standard operating procedures (SOPs) for resolution. Escalate issues when necessary to Level 2/3 teams. Skills Needed : Time management Attention to detail Basic troubleshooting and documentation 2. Global Application Support (24/7 Window) Responsibility : Provide round-the-clock support to users of KPMG Global applications, ensuring availability and responsiveness. Key Activities : Respond to user queries via email, chat, or ticketing systems. Perform initial diagnosis and provide solutions or workarounds. Maintain shift handover logs and ensure continuity. Skills Needed : Familiarity with global support tools (e.g., ServiceNow, Jira) Basic understanding of supported applications Clear communication across time zones 3. Coordination Across Teams Responsibility : Act as a bridge between local and international teams to resolve user issues effectively. Key Activities : Collaborate with infrastructure, application, and business teams. Track progress of escalated issues and ensure closure. Document resolutions and share knowledge across teams. Skills Needed : Stakeholder management Cross-cultural communication Issue tracking and follow-up 4. Team Player & Individual Contributor Responsibility : Adapt to business needs by working independently or collaboratively. Key Activities : Participate in team meetings, knowledge sharing, and training. Take ownership of assigned tasks and deliver without supervision. Support peers during high-volume periods or outages. Candidate profile : Role requires the candidate to be flexible and work in different shifts, including night shifts Be proactive and eager to work in highly dynamic environement Good computer knowledge with intermediate level knowledge in MS office tools like Excel, Word, Powerpoint and Outlook Working experience in Share Point and/or Service Now is an added advantage Excellent written communication skills in English Good anaylitcal skills Skills Needed: Flexibility and accountability Collaboration tools (e.g., MS Teams, SharePoint) Initiative and problem-solving Additional Expectations Documentation : Maintain accurate records of incidents, resolutions, and user interactions. Continuous Learning : Stay updated on application changes, new features, and support protocols. User Experience Focus : Ensure every interaction is professional, empathetic, and solution-oriented.