Job Description
Key Responsibilities:
- Responsible for collecting, processing, and analysing data to identify trends, solve problems, and support business decisions through ServiceNow, PowerBi
- Translate complex data into actionable insights for stakeholders, using a variety of tools and techniques.
- Working with managed service provider on escalations/issue management process.
- Convert analysis into shift left strategies
- Chat-IT use case
- New knowledge base articles
- Improve FCR rates for both calls and chats
- Additional ESC Support Activities such as testing use cases, participating sprint sessions for use cases.
Hours: 9:00 AM IST (10:30 PM CST) to 6:00 PM IST (6:30 AM CST)
Required skills:
- Proficiency in ServiceNow reporting, data visualization, and database views
- Strong communication and collaboration skills.
Additional Role Details:
- What is expected in terms of business approach for the position opened in beelin
From IT helpdesk perspective:
- Issue management process (providing root cause and corrective action for an incident to the leadership team)
- Escalation management process (collaborating with different enterprise support teams, and providing an update to leadership team)
Data analytics:
- ServiceNow: All the data resides here. Perform data analysis and share update to the leadership team.
- Power Bi: Add-on.
Testing in ServiceNow platform for virtual agent.
