Workplace Service Delivery Analyst - CRM_ Space Management

Job Description

• 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.

Job Qualifications

Skills and Experience:

• Graduate or equivalent. 3-5 years’ experience in yrs shared service / processing experience or workforce management or related domains

• Knowledge of space utilization and facilities management.

• 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

FRENCH LANGUAGE – READING, SPEAKING & WRITING SKILLS REQUIRED.

B1 TO C2 LEVELS

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.