Workplace Service Delivery Analyst

Workplace Service Delivery Analyst

Job Title - Workplace Service Delivery Analyst (CL11) – CRM_Service Desk - Corporate Functions

Management Level: CL11

Location: Bangalore

Must have skills:         

• Excellent communication skills and ability to lead conversations with stakeholders.
• Reports/Dashboards and Analytics            
• Process Improvement/Innovation
• Stakeholder Engagement.

Good to have skills: Workplace Experience; Service Now functional knowledge.

Experience: Minimum 2 year(s) of experience is required

• Educational Qualification: Graduate in any discipline

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.

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

Roles & Responsibilities:

• Respond to and process requests via calls, emails, and tickets in line with defined processes and policies.
• Process and validate workplace services or finance transactions using relevant tools and documentation.
• Ensure accurate end‑to‑end transaction management, from request initiation to closure/payment.
• Identify, resolve, and escalate discrepancies, disputes, inaccurate, or aging transactions as required.
• Maintain clear and accurate documentation in line with business and process requirements.
• Generate, validate, and maintain operational reports, dashboards, scorecards, and ad‑hoc requests.
• Provide insights on transaction trends, customer behavior, and process impact across teams.
• Actively contribute to process improvements, including design, implementation, and continuous optimization.
• Operate in compliance with Accenture Operations Excellence (OPEX) standards and guidelines.
• Deliver a customer‑focused experience through strong verbal and written communication skills.
• Quickly learn and adapt to new applications, tools, technologies, and operational processes.

Professional & Technical Skills:

• Graduate or equivalent with 4–5 years of experience in shared services, transaction processing, workforce management, or related domains.
• Working knowledge of space utilization, facilities management, and supervisory principles.
• Strong verbal and written communication skills with the ability to influence and negotiate effectively.
• Customer‑focused mindset with a strong service orientation.
• Proficiency in MS Excel.

Additional Information:

• Work closely with the Workplace Leadership and external partners/consultants across multiple geographies and market units.
• Stakeholders: Market Unit Leads, Workplace Leads

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