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Roles & Responsibilities:
Handling incidents and order tickets as per SLA / KPI
Experience in referring KB articles or FAQs to address tickets and continuous updation of solution database as per handling of tickets
Knowledge on classification of tickets and forwarding to different solution groups for addressal or overall incident responsibility with coordination among different solution groups to address the tickets as per SLA / KPI
Professional user management while handling tickets / orders
Documentation of tickets
Handling of ticket peak loads in case of peer non-availability
Knowledge about assignment of authorization to various roles, authorization concept preparation and maintenance
Participation in the rollout activities including testing the instance, coordination with sites and product owner for change requests
Annual / half-yearly checks on authorizations and revocation when not necessary
Incident and order reporting on daily basis to lead
Educational qualification:
BE / BTECH / MBA / BCA / MSC
Experience:1 to 3 years experience in incident and order handling
Mandatory/requires Skills :
HR cloud application working knowledge, ITIL V4.0 trained / certified, Incident management, Order management, English C1
Preferred Skills:
Work experience in HR on-prem or cloud applications with world-wide user reach
Handled up to 100 tickets per day and 30 orders per day
Exposure to HR recruiting solutions / talent or skill management applications is preferrable
The Bosch Group is a leading global supplier of technology and services. It employs roughly 402,600 associates worldwide (as of December 31, 2021). The company generated sales of 78.7 billion euros in 2021. Its operations are divided into four business sectors: Mobility Solutions, Industrial Technology, Consumer Goods, and Energy and Building Technology.
As a leading IoT provider, Bosch offers innovative solutions for smart homes, Industry 4.0, and connected mobility. Bosch is pursuing a vision of mobility that is sustainable, safe, and exciting. It uses its expertise in sensor technology, software, and services, as well as its own IoT cloud, to offer its customers connected, cross-domain solutions from a single source. The Bosch Group’s strategic objective is to facilitate connected living with products and solutions that either contain artificial intelligence (AI) or have been developed or manufactured with its help. Bosch improves quality of life worldwide with products and services that are innovative and spark enthusiasm. In short, Bosch creates technology that is "Invented for life."
Job ID: 145839233
