Key Skills:Application Support, Jira, Salesforce, SLA, ServiceNow, Reporting
Roles & Responsibilities:
- Manage and evaluate service requests, providing alternatives and reshaping requirements to ensure optimal outcomes.
- Dispatch and track service requests to appropriate teams, ensuring timely resolution and SLA adherence.
- Implement, deliver, and support third-party IT solutions to meet business and user needs.
- Monitor service performance and drive continuous improvement in service delivery.
- Provide training to users and teams on IT tools, applications, and best practices.
- Create and manage no-code/low-code solutions to enhance operational efficiency.
- Conduct audits on technology usage to ensure compliance with information security policies and standards.
- Collaborate with cross-functional teams to prioritize and deliver IT solutions.
- Generate reports and dashboards to track service metrics and performance.
- Troubleshoot application and system issues, ensuring minimal downtime.
Experience Required:
- 4 - 8 years of experience in IT Service Management or Application Support roles.
- Hands-on experience with tools like Jira and Salesforce.
- Strong understanding of SLA management and service delivery processes.
- Experience with ITSM tools such as ServiceNow is an advantage.
- Exposure to reporting, dashboards, and performance tracking.
- Experience in user training and stakeholder management.
- Good understanding of information security and compliance practices.
- Strong analytical, problem-solving, and communication skills.
Education:Any Graduation
