An Incident Management Analyst is responsible for the delivery of end to end reactive support, including healthy reactive case progression.
Resources aligned directly to customer accounts / Technical Account Managers (TAMs) and own escalation handling, reporting, trending, and customer communications.
Some customization may be required to help tailor the experience for each customer. In this role, your responsibilities will include :
Ongoing oversight of reactive cases
Regular case reviews of reactive cases owned by internal support organizations to assess health and status
Partnership with account TAM on high-risk escalations and to gather / analyze information as needed to support the customer
Situational awareness & tracking
Proactive risk mitigation
Driving cases to a healthy state
Communication with internal resources for case updates and action requests
Direct communication with customers to promote case progress where necessary
Assisting to set the proper expectations with customers for support
Facilitation of meetings between customers and internal support organizations to expedite actions plans and progress
Customer facing reports
Produce regular reports on case health metrics and status to be delivered to customers
Participate in and prepare content for regular customer meetings
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Bachelor’s degree holder
Strong written and verbal communication in Korean and English languages
Customer Service experience is a plus
Demonstrated aptitude to learn new technologies
Develops and maintains good working relationships with others.
Recognizes different values and styles, and respects others' unique characteristics or strengths.
Initiates collaboration with others; invites others to meetings and presentations to share information.
Seeks support for collaborative activities from upper management.
Acts confidently in uncertain circumstances; works effectively in ambiguous situations.
Demonstrates patience, and persistence
Consciously develops influence strategies
Self-motivated, proactive, and customer-centric attitude
Quick learner and willing to adapt to a dynamic working environment
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.
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