Senior Analyst
Senior Analyst
Posted on :
27-05-2025
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1 Vacancy
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Job Description
Job Description
Exp- 1-2 yrs rnrnKey Responsibilities:rn ALM Tool Configuration:rno Configure and manage ALM tools such as Solman FRUN and CALM in the following areas:rn IT Service Management (ITSM) configurationrn Job and Automation configuration in CALM and FRUNrn Integration Monitoring Configuration in CALM and FRUNrn SaaS and PaaS system configuration in CALM and FRUNrn Dashboard configuration in CALM and FRUNrn Integration of ITSM and SAP using CALMrn Monitoring and Implementation:rno Implement and monitor various tasks in CALM and FRUN to ensure system health and optimal Redwood Tool Knowledge (optional but a plus):rno Familiarity with Redwood tool will be considered an added advantage for the Qualifications:rn Basic knowledge of ALM tools like Solman FRUN and CALM is Strong problem-solving skills and the ability to work effectively in a collaborative team Willingness to learn and adapt to new tools and technologies Strong attention to detail and a proactive attitude toward task Freshers with relevant interest and basic understanding of ALM concepts are welcome to Skills:rn Experience or knowledge of Redwood tool is a plus but not Familiarity with ITSM principles and integration with SAP Good understanding of job automation and system (1.) To adhere to quality standards (voice and accent Tech Monitoring) regulatory requirements and company policies. (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT) rejected resolutions / Reopen Cases. (3.) To maintain high login Efficiency (Availability) for customers. (4.) To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time. (5.) To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be. (6.) Work on value adding activities such Knowledge base update & self development.
Exp- 1-2 yrs rnrnKey Responsibilities:rn ALM Tool Configuration:rno Configure and manage ALM tools such as Solman FRUN and CALM in the following areas:rn IT Service Management (ITSM) configurationrn Job and Automation configuration in CALM and FRUNrn Integration Monitoring Configuration in CALM and FRUNrn SaaS and PaaS system configuration in CALM and FRUNrn Dashboard configuration in CALM and FRUNrn Integration of ITSM and SAP using CALMrn Monitoring and Implementation:rno Implement and monitor various tasks in CALM and FRUN to ensure system health and optimal Redwood Tool Knowledge (optional but a plus):rno Familiarity with Redwood tool will be considered an added advantage for the Qualifications:rn Basic knowledge of ALM tools like Solman FRUN and CALM is Strong problem-solving skills and the ability to work effectively in a collaborative team Willingness to learn and adapt to new tools and technologies Strong attention to detail and a proactive attitude toward task Freshers with relevant interest and basic understanding of ALM concepts are welcome to Skills:rn Experience or knowledge of Redwood tool is a plus but not Familiarity with ITSM principles and integration with SAP Good understanding of job automation and system (1.) To adhere to quality standards (voice and accent Tech Monitoring) regulatory requirements and company policies. (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT) rejected resolutions / Reopen Cases. (3.) To maintain high login Efficiency (Availability) for customers. (4.) To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time. (5.) To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be. (6.) Work on value adding activities such Knowledge base update & self development.
Required Experience:
Senior IC
Employment Type
Full Time
Key Skills
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