Job Description

Global Business Operations (GBO) Service Desk – Sentinel

The purpose of this role is to provide operational & application support and data maintenance of the Sentinel risk application as a member of the GBO Sentinel Service Desk, providing business support to local member firm administrators.

Responsibilities:

• Provide technical and business process support to Sentinel users/administrators.
• Provide assistance to professionals/administrators by answering Global Support business inquiries via ServiceNow request management system
• Perform daily maintenance tasks and processes to support the ongoing use of Sentinel
• Continuously monitor system for data integrity and defects and work with the Business Process Leads and ITS teams to resolve issues.
• Individual who can work independently, interact with all levels of management, and as part of the team.
• Should possess the ability to handle multiple projects and/or tasks simultaneously.
• Participate in User Acceptance Testing and report findings to the Business Process Leads and ITS teams in preparation for application releases and the new inquiries the team will need to answer once enhancements go live, if needed.
• Detect, log and manage all standard incidents and requests, through support channels.
• Leverage standard operating procedures to resolve functional application issues.
• Perform Initial Diagnosis on Incidents using documented and acquired application knowledge.
• Communicate moderately complex or technical information effectively in both oral and written form to business users.
• Serve as liaison between technical teams and business risk administrators.
• Escalate and follow up on support issues to the appropriate technical groups for ticket remediation.
• Perform basic troubleshooting and conduct preliminary analysis.
• Escalate any issues requiring management-level attention or resolution.
• Provide suggestions on process improvements and application enhancements based on activities performed and trends in services being provided.
• Update knowledge materials to support changes to support processes or risk policies.

Qualifications/Skillsets:

• 2-3 years of experience in application support, troubleshooting incidents, user management etc.
• Strong customer relationship management skills and analytical ability/critical thinking, and the ability to work effectively with customers and ITS management/staff.
• Excellent Research & Troubleshooting Skills – detail oriented
• General understanding of service desk operations
• Experience with KPMG Risk Applications, such as Sentinel preferred.
• Experience with ITSM ticketing tools like Service Now, Remedy etc.
• Data maintenance and analysis skills preferred.
• Understanding of operational metrics, SLAs, KPIs etc.
• Experienced with writing and utilizing Knowledge Base articles/ SOPs.
• Application Support, Configurations, and troubleshooting.
• Familiarity with KPMG’s business model; familiarity with KPMG risk processes preferred.
• Strong Communication (oral/written)
• Candidate must have a strong working knowledge of MS Office, specifically Word, Excel, Power Point, Access and Teams.
• Experience documenting procedures and other knowledge base materials.
• Experience with ServiceNow preferred.
• Good interpersonal skills with demonstrated success in dealing with diverse functional teams
• Possess a high level of motivation with a strong commitment to customer service and continuous improvement.
• Candidate must possess excellent organizational skills with attention to detail.
• Ability to handle multiple tasks and support special project needs.

Global Business Operations (GBO) Service Desk – Sentinel

The purpose of this role is to provide operational & application support and data maintenance of the Sentinel risk application as a member of the GBO Sentinel Service Desk, providing business support to local member firm administrators.

Responsibilities:

• Provide technical and business process support to Sentinel users/administrators.
• Provide assistance to professionals/administrators by answering Global Support business inquiries via ServiceNow request management system
• Perform daily maintenance tasks and processes to support the ongoing use of Sentinel
• Continuously monitor system for data integrity and defects and work with the Business Process Leads and ITS teams to resolve issues.
• Individual who can work independently, interact with all levels of management, and as part of the team.
• Should possess the ability to handle multiple projects and/or tasks simultaneously.
• Participate in User Acceptance Testing and report findings to the Business Process Leads and ITS teams in preparation for application releases and the new inquiries the team will need to answer once enhancements go live, if needed.
• Detect, log and manage all standard incidents and requests, through support channels.
• Leverage standard operating procedures to resolve functional application issues.
• Perform Initial Diagnosis on Incidents using documented and acquired application knowledge.
• Communicate moderately complex or technical information effectively in both oral and written form to business users.
• Serve as liaison between technical teams and business risk administrators.
• Escalate and follow up on support issues to the appropriate technical groups for ticket remediation.
• Perform basic troubleshooting and conduct preliminary analysis.
• Escalate any issues requiring management-level attention or resolution.
• Provide suggestions on process improvements and application enhancements based on activities performed and trends in services being provided.
• Update knowledge materials to support changes to support processes or risk policies.

Qualifications/Skillsets:

• 2-3 years of experience in application support, troubleshooting incidents, user management etc.
• Strong customer relationship management skills and analytical ability/critical thinking, and the ability to work effectively with customers and ITS management/staff.
• Excellent Research & Troubleshooting Skills – detail oriented
• General understanding of service desk operations
• Experience with KPMG Risk Applications, such as Sentinel preferred.
• Experience with ITSM ticketing tools like Service Now, Remedy etc.
• Data maintenance and analysis skills preferred.
• Understanding of operational metrics, SLAs, KPIs etc.
• Experienced with writing and utilizing Knowledge Base articles/ SOPs.
• Application Support, Configurations, and troubleshooting.
• Familiarity with KPMG’s business model; familiarity with KPMG risk processes preferred.
• Strong Communication (oral/written)
• Candidate must have a strong working knowledge of MS Office, specifically Word, Excel, Power Point, Access and Teams.
• Experience documenting procedures and other knowledge base materials.
• Experience with ServiceNow preferred.
• Good interpersonal skills with demonstrated success in dealing with diverse functional teams
• Possess a high level of motivation with a strong commitment to customer service and continuous improvement.
• Candidate must possess excellent organizational skills with attention to detail.
• Ability to handle multiple tasks and support special project needs.

Global Business Operations (GBO) Service Desk – Sentinel

The purpose of this role is to provide operational & application support and data maintenance of the Sentinel risk application as a member of the GBO Sentinel Service Desk, providing business support to local member firm administrators.

Responsibilities:

• Provide technical and business process support to Sentinel users/administrators.
• Provide assistance to professionals/administrators by answering Global Support business inquiries via ServiceNow request management system
• Perform daily maintenance tasks and processes to support the ongoing use of Sentinel
• Continuously monitor system for data integrity and defects and work with the Business Process Leads and ITS teams to resolve issues.
• Individual who can work independently, interact with all levels of management, and as part of the team.
• Should possess the ability to handle multiple projects and/or tasks simultaneously.
• Participate in User Acceptance Testing and report findings to the Business Process Leads and ITS teams in preparation for application releases and the new inquiries the team will need to answer once enhancements go live, if needed.
• Detect, log and manage all standard incidents and requests, through support channels.
• Leverage standard operating procedures to resolve functional application issues.
• Perform Initial Diagnosis on Incidents using documented and acquired application knowledge.
• Communicate moderately complex or technical information effectively in both oral and written form to business users.
• Serve as liaison between technical teams and business risk administrators.
• Escalate and follow up on support issues to the appropriate technical groups for ticket remediation.
• Perform basic troubleshooting and conduct preliminary analysis.
• Escalate any issues requiring management-level attention or resolution.
• Provide suggestions on process improvements and application enhancements based on activities performed and trends in services being provided.
• Update knowledge materials to support changes to support processes or risk policies.

Qualifications/Skillsets:

• 2-3 years of experience in application support, troubleshooting incidents, user management etc.
• Strong customer relationship management skills and analytical ability/critical thinking, and the ability to work effectively with customers and ITS management/staff.
• Excellent Research & Troubleshooting Skills – detail oriented
• General understanding of service desk operations
• Experience with KPMG Risk Applications, such as Sentinel preferred.
• Experience with ITSM ticketing tools like Service Now, Remedy etc.
• Data maintenance and analysis skills preferred.
• Understanding of operational metrics, SLAs, KPIs etc.
• Experienced with writing and utilizing Knowledge Base articles/ SOPs.
• Application Support, Configurations, and troubleshooting.
• Familiarity with KPMG’s business model; familiarity with KPMG risk processes preferred.
• Strong Communication (oral/written)
• Candidate must have a strong working knowledge of MS Office, specifically Word, Excel, Power Point, Access and Teams.
• Experience documenting procedures and other knowledge base materials.
• Experience with ServiceNow preferred.
• Good interpersonal skills with demonstrated success in dealing with diverse functional teams
• Possess a high level of motivation with a strong commitment to customer service and continuous improvement.
• Candidate must possess excellent organizational skills with attention to detail.
• Ability to handle multiple tasks and support special project needs.