Technology Support Analyst Lead - Tax Transformation

Additional responsibilities include:

• 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.
• Train and 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.

The Team

Over the past several years, Deloitte Tax LLP ("Deloitte Tax") has had great success in delivering technology-enabled tax services to its clients. As a result, Deloitte Tax is expanding its Tax Transformation Support Center. Tax Transformation Support focuses on assisting engagement teams and our technologists developing new service offerings and technology solutions that assist us in delivering tax services to our clients. This is an ideal opportunity to be part of a cutting-edge and innovative start-up environment within the larger Deloitte Tax organization.

Qualifications

Required:

• 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.
• 3+ 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:
• 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

Preferred:

• 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.

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $58,940 to $109,460.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

Information for applicants with a need for accommodation: https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html

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Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

Our people and culture

Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our clients' most complex challenges. This makes Deloitte one of the most rewarding places to work.

Our purpose

Deloitte's purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities. Learn more.

Professional development

From entry-level employees to senior leaders, we believe there's always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.

As used in this posting, "Deloitte" means Deloitte Tax LLP, a subsidiary of Deloitte LLP. Please see https://www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. Certain services may not be available to attest clients under the rules and regulations of public accounting.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Requisition code: 318993

Job ID 318993

Client-provided location(s): Chicago, IL

Job ID: Deloitte-318993

Employment Type: OTHER

Posted: 2025-12-03T19:08:50