Product Specialist (Senior Analyst) – Product Support, Enablement and Operations
Are you a professional who enjoys exploring what’s possible in business operations, product support, and technology enablement? Are you someone who brings strong judgment, logical thinking, and hands-on configuration capability to strengthen how products are deployed, supported, configured, and adopted?
Work you’ll do
You will support the deployment, operations, adoption, and continuous improvement of third-party Tax & Legal products across Member Firms by partnering with business stakeholders, technology teams, vendors, and leadership. You will serve as a key contributor across technical specialist, enablement contributor, and support coordinator responsibilities.
This role includes advanced product support, logic-driven solution setup, application configuration, and user enablement. You will work with rules, conditions, logical operators, workflows, and agent-based capabilities to help translate business requirements into practical product configurations and scalable user solutions. Over time, the role is expected to deepen capability in workflow-driven solutions, automation, agents, and emerging AI-enabled platform features.
Key responsibilities
Technical specialist
- Build deep functional and power-user knowledge of supported products and provide advanced operational and user support across geographies.
- Configure and customize applications for advanced and complex business needs through logic-driven setup using rules, conditions, logical operators, workflows, permissions, and related platform settings.
- Understand Agentic-AI possibilities for each product, and configure re-usable AI-workflows and modules (No-code solutions).
- Translate business requirements into functional configurations, workflow logic, and platform-based solutions.
- Build, test, refine, and maintain agents and agent-based workflows on the platform based on business use cases and user needs.
- Troubleshoot advanced issues related to configuration, logic execution, workflow behavior, and agent performance.
Enablement contribution
- Drive adoption of the products across geographies to expand the product footprint.
- Understand, navigate and document deployment and adoption processes of a product for each geography and leverage the experience in future deployment and adoption exercises.
- Support training sessions, webinars, office hours, and other enablement activities for business users, champions, and stakeholders.
- Develop and maintain user guides, FAQs, training materials, and configuration documentation to improve adoption and reduce repeat support demand.
- Support use-case development and provide practical guidance on product capabilities, logic design, configuration best practices, workflows, and agents.
Support coordination
- Manage complex user queries, structured issue triage, and escalation of high-impact or cross-functional issues.
- Coordinate with vendors, product owners, technology teams, and business stakeholders to resolve issues and support rollout activities.
- Track support trends, adoption gaps, and recurring issues, and recommend actions to improve support quality and reduce repeat demand.
- Develop reports, dashboards, templates, and process documentation to improve visibility, consistency, and operational decision-making.
A successful candidate should
- Establish self as a SME/Champion on the supported products in a short-time.
- Independently manage requests from businesses and drive the requirement to successful closure with minimal or no oversight.
- Communicate clearly and present effectively, both orally and in writing and be comfortable working with top-line leadership (including Senior Managers, Directors and Partners)
- Apply strong analytical, problem-solving, and logical thinking skills to complex issues.
- Be comfortable writing and validating business logic using rules, conditions, decision paths, and logical operators.
- Demonstrate hands-on ability to configure applications and translate user needs into structured platform setups.
- Show curiosity and capability in workflows, automation, agents, and evolving AI-enabled platform features.
- Leverage AI-capabilities of the products and translate them to quantifiable savings and convert them to re-usable/easily implementable modules
- Combine sound judgment and tactful influence to drive outcomes across diverse stakeholders.
- Learn quickly and work independently with minimal supervision.
- Demonstrate strong stakeholder management, coordination, and interpersonal skills.
- Be self-motivated, proactive, and a strong team player.
Qualifications
Required
- Educational qualification: BSC (Computers), B.E, B.Tech or MCA
- 3-5 years of experience in product operations, product support, document automation, platform support, or related roles.
- Proven experience in providing advanced support (power-user) and advanced configurations of atleast one enterprise product
- Strong understanding and experience of logic implementations (Logical operators, branching, conditional handling)
- Experience working with business rules, logical operators, conditions, workflows, or other logic-driven platform capabilities.
- Strong analytical, problem-solving, critical-thinking, and logical skills.
- Experience configuring applications, platform features, or workflow-based tools to meet business requirements.
- Strong command of Microsoft Office, including Word, PowerPoint, and Excel.
- Strong stakeholder management skills and ability to build sustainable relationships across a global, matrixed environment.
- Ability to learn new tools quickly and build deep functional knowledge of third-party platforms.
- Experience supporting advanced user queries, issue triage, and operational coordination.
- Ability to gather requirements, create documentation, and translate business needs into structured solutions.
- Ability to manage multiple priorities in a fast-paced, results-oriented environment.
- High degree of responsiveness, flexibility, and professionalism, including interactions with senior leadership.
Preferred
- Exposure to low-code/no-code platforms, workflow builders, automation tools, or agent/copilot-style products.
- Experience building, testing, supporting, or refining agents, copilots, or AI-enabled workflows.
- Exposure to training delivery, webinars, office hours, user enablement, dashboards, reporting, or knowledge management.
- [Optional]Experience supporting Legal Hub or Legora or Pagero or Contract Express or similar document automation, CLM, workflow, or configuration-heavy platforms.
The team
At Deloitte, Shared Services center improves overall efficiency and control while giving every business unit access to the company’s best and brightest resources. It also lets business units focus on what really matters - satisfying customers and developing new products and services to sustain competitive advantage.
A shared services center is a simple concept, but making it work is anything but easy. It involves consolidating and standardizing a diverse collection of systems, processes, and functions—and requires a high degree of cooperation among business units that are not always accustomed to working together.
USI shared services team provides a wide array of services to the U.S. and is constantly evaluating and expanding its portfolio. The shared services team provides call center support, Document Services support, financial processing and analysis support, record management support, ethics and compliance support, and administrative assistant support.
How you’ll grow
At Deloitte, we’ve invested a great deal in creating a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunities, including exposure to leaders, sponsors, coaches, and challenging assignments—to help accelerate their careers along the way. No two people learn in exactly the same way. So, we provide a range of resources including live classrooms, team-based learning, and eLearning. DU: The Leadership Center in India, our state-of-the-art, world-class learning Center in the Hyderabad offices is an extension of the Deloitte University (DU) in Westlake, Texas, and represents a tangible symbol of our commitment to our people’s growth and development. Explore DU: The Leadership Center in India
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.
Deloitte’s culture
Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture that is inclusive, invites authenticity, leverages our diversity, and where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.
Corporate citizenship
Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte’s impact on the world.
