Associate Senior Assistant – Product Strategy & Management

Deloitte

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2–3 years of relevant experience, according to the detailed requirements4 days ago

Key Responsibilities

The position involves ownership of product-support issues, analysis of operational data, stakeholder communication, and the implementation of process improvements.
Take ownership of product-support issues throughout their lifecycle.
Coordinate, monitor, document, track, and follow up on issues until they are appropriately resolved.
Investigate tickets that cannot be resolved by first-level support resources.
Look beyond existing guidance when necessary to investigate complex or unusual issues.
Analyse support-ticket trends, recurring problems, root causes, and resolution patterns.
Identify opportunities for immediate workarounds and long-term improvements.
Recognize patterns, trouble areas, forecasts, and possible improvements to products, processes, and customer experience.
Work with Customer Success and product teams to understand customer needs, pain points, and satisfaction drivers.
Help translate technical findings into clear, actionable recommendations.
Connect technical teams with non-technical stakeholders so that customer requirements are properly understood.
Support customer and stakeholder discussions with evidence-based insights and clear explanations.
Communicate progress, risks, and unresolved issues promptly.
Research and propose process-improvement initiatives.
Support implementation of relevant support policies, standards, procedures, and best practices.
Recommend improvements based on recurring incidents and operational trends.
Help improve the efficiency and effectiveness of support processes.
Contribute to continuous improvement across products and customer-support workflows.
Assist in maintaining a knowledge repository, primarily in ServiceNow.
Keep support information and documentation organized and useful.
Identify recurring questions or issues that may require improved documentation.
Collaborate with training and Customer Success teams to improve first-level support effectiveness.
Share relevant findings and knowledge with the appropriate teams.
Maintain accurate records of problems, investigations, findings, and resolutions.
Identify unresolved risks or issues that require management attention.
Make recommendations where appropriate, subject to the required approvals.
Use sound judgment when determining which resources, guidance, or teams are needed to resolve an issue.
Escalate significant risks promptly when an issue cannot be resolved through standard procedures.

Skills & Eligibility

The detailed requirements list the following eligible educational backgrounds:
Bachelor of Commerce (B.Com).
Master of Commerce (M.Com).
Master of Business Administration (MBA).
B.Tech in Information Technology or Computer Science.
B.Sc in Information Technology or Computer Science.
M.Tech in Information Technology or Computer Science.
The job description emphasizes these qualifications rather than limiting the role to engineering graduates. Candidates with an eligible commerce, business, or IT/computer-related background can consider applying if they also meet the experience and functional requirements.
The broader recruitment summary mentions additional degree categories, but applicants should rely on the detailed requirements displayed for the specific vacancy and confirm eligibility through the application portal.
The detailed job requirements specify 2–3 years of relevant work experience in one or more of the following areas:
Product analysis.
Customer success.
Technology support.
Product support or related operational roles.
Candidates should ideally have experience analysing support tickets, product usage information, customer feedback, operational data, or similar information to identify trends and recommend actions.
Experience working across teams in a fast-paced, collaborative environment is also required. This role is therefore better suited to early-career professionals with relevant practical experience than to candidates seeking a purely entry-level fresher position.
Candidates should be able to analyse information from multiple sources and identify meaningful patterns. Relevant data may include support-ticket volumes, repeat issues, resolution times, user feedback, product usage, and operational trends.
The objective is not just to report what happened. The analyst should use the findings to recommend possible improvements, help prioritize recurring problems, and support better customer outcomes.
The role requires experience working with different teams in a collaborative environment. The analyst may need to coordinate with Customer Success, product teams, first-level support, service providers, technology teams, and management.
Applicants should be comfortable collecting information from different stakeholders, clarifying issues, communicating findings, and following up until important problems are resolved or appropriately escalated.
Experience with ServiceNow and the Microsoft suite of applications is preferred rather than listed as a mandatory qualification.
ServiceNow knowledge may be useful for maintaining a knowledge repository and supporting service-management processes. Familiarity with Microsoft applications can also help with documentation, analysis, reporting, and stakeholder communication.
An understanding of ITIL or similar support and service-management standards is preferred. ITIL principles can help candidates understand structured incident handling, service requests, escalation, knowledge management, and continual service improvement.
Applicants with relevant support-desk or IT service-management experience should explain how they have used structured processes to investigate problems, meet service expectations, and prevent recurring issues.
The detailed requirements list the following eligible educational backgrounds:
Bachelor of Commerce (B.Com).
Master of Commerce (M.Com).
Master of Business Administration (MBA).
B.Tech in Information Technology or Computer Science.
B.Sc in Information Technology or Computer Science.
M.Tech in Information Technology or Computer Science.
The job description emphasizes these qualifications rather than limiting the role to engineering graduates. Candidates with an eligible commerce, business, or IT/computer-related background can consider applying if they also meet the experience and functional requirements.
The broader recruitment summary mentions additional degree categories, but applicants should rely on the detailed requirements displayed for the specific vacancy and confirm eligibility through the application portal.
Deloitte’s role description emphasizes a combination of analytical, customer-focused, communication, and organizational capabilities.
The analyst should be able to review data, identify meaningful patterns, and turn findings into actionable insights. This includes recognizing recurring support problems and identifying areas that may need deeper investigation.
The role requires critical thinking, troubleshooting, root cause analysis, and solution design. Candidates should be able to investigate issues beyond the initial symptoms and recommend appropriate actions.
Strong written and verbal communication is essential. The analyst must explain technical issues to technical stakeholders while making findings and recommendations understandable to non-technical audiences.
The selected candidate will work closely with Customer Success and other technology and business teams. Building trust, coordinating work, and maintaining clear communication across teams are important aspects of the position.
The analyst should understand customer needs, recurring pain points, and satisfaction drivers. Product and process recommendations should be grounded in evidence and focused on improving customer outcomes.
The job requires a willingness to learn, experiment, share knowledge, and improve processes. Candidates should look for ways to reduce recurring issues and make support workflows more efficient.
The analyst should be dependable, detail-oriented, adaptable, and comfortable with changing priorities. The role can involve several competing tasks in a day, so sound judgment, timely communication, and appropriate escalation are important.
Applicants should emphasize the skills they have genuinely used in previous roles or projects.
Product analysis: Ticket analysis, usage data, feedback analysis, trend identification, and recommendations.
Customer success: Customer experience, stakeholder communication, issue ownership, and satisfaction drivers.
Technology support: Troubleshooting, incident investigation, root cause analysis, and issue escalation.
Service management: ServiceNow, ITIL concepts, incident management, and knowledge management, where applicable.
Data analysis: Reviewing operational data, identifying recurring issues, and preparing reports.
Process improvement: Identifying inefficiencies, suggesting solutions, and improving support workflows.
Documentation: Knowledge articles, issue records, support guidance, and process documentation.
Microsoft applications: Relevant experience with Excel, Outlook, and other Microsoft tools.
Stakeholder management: Cross-functional collaboration, clear communication, and timely follow-up.
Professional skills: Organization, adaptability, analytical thinking, accountability, and customer focus.
Whenever possible, include specific examples of results. For instance, describe a recurring issue you investigated, how you used ticket or operational data to identify the cause, and what recommendation or improvement resulted. Only use quantitative achievements when you can substantiate them.
The detailed listing names B.Com, M.Com, MBA, B.Tech in IT or Computer Science, B.Sc in IT or Computer Science, and M.Tech in IT or Computer Science.
October 20, 2026

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