KPMG Vacancies – Multi-Level Support Lead Director

Job Description:

The KPMG Advisory practice is currently our fastest growing practice. We are seeing tremendous client demand, and looking forward we don’t anticipate that slowing down. In this ever-changing market environment, our professionals must be adaptable and thrive in a collaborative, team-driven culture. At KPMG, our people are our number one priority. With a wealth of learning and career development opportunities, a world-class training facility and leading market tools, we make sure our people continue to grow both professionally and personally. If you’re looking for a firm with a strong team connection where you can be your whole self, have an impact, advance your skills, deepen your experiences, and have the flexibility and access to constantly find new areas of inspiration and expand your capabilities, then consider a career in Advisory.
KPMG is currently seeking a Multi-Level Support Lead Director to join our Advisory Data Organization.

Job Responsibilities:

• Manage the cloud onboarding support & training and contribute to training opportunities including recorded and live as well as associated documentation
• Work with 3rd party vendors and our technology team for improvements to our applications in the support program; application license planning, administration and validation of D&A Tools (Alteryx, PowerBI, Tableau, etc.)
• Lead the 3- tiered support program and continue to socialize this application support for our client facing professionals needing support
• Manage the growth of the Service Now Chatbot knowledge base for Level 1 automated support/problem resolution; direct/Coordinate with offshore team providing Level 2 live person support/problem resolution; manage the new applications coming into the application support program
• Build and lead the team of 3rd level application subject matter professionals for engagement coaching and deeper problem resolution; develop the tracking & reporting for the multi-levels and recommend adjustments to the program based on metrics and surveys
• Manage the collaboration and integration of the multi-level support program across the ADO pillars for consistency of support; guide creation of FAQ抯 & training on how to use the multi-level support program and the escalation process

Job Requirements:

• Clear written and spoken communication skills
• Ability to travel up to 10% as required to support firm engagements
• Knowledge of relevant D&A technologies and techniques, including Power BI, Alteryx, Python and Artificial Intelligence concepts
• Experience using Camtasia for recording
• Minimum five years of recent experience leading a support function and support teams, with Data & Analytics and Business Intelligence methodologies and with Service Now
• Bachelor’s degree from an accredited college or university

Job Details:

Company: KPMG

Vacancy Type: Full Time

Job Location: Melville, NY, US

Application Deadline: N/A

Apply Here

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