Associate Consultant_GBO_Risk Support Services_Sentinel (2)

Global Business Operations (GBO) provides risk and regulatory management and support services to country, region, and global risk management teams and to engagement teams in member firms on global risk processes. 

We are looking for enthusiastic Risk Management professionals to join our GBO Sentinel team at Associate level. 

 

•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

•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.