The Application Support will be Responsible for Service Assurance and Support for CRM and ITSM
Job Responsibilities
Primary Responsibilities:
L1 and L2 Support to CRM & ITSM end users
Resolving day to day queries of the end user
Coordination with support agency for issue resolution
Identify potential requirements from the issues bugs reported by the users that can be converted into requirements for future development.
End User Training
Additional Responsibilities:
Responsible for support and coordination of integration with other business applications like ERP (SAP)
Identify Process Gaps, Current features, functionalities and propose solution.
Development / Customization in system
Change and Release Management for new releases / customizations.
Monitor the user licenses usage.
Monitor the system usage as per framework set by Corporate IT.
Must Have Skill:
Hands on experience in working on any industry standard CRM and ITSM tools.
Good knowledge on MS Office applications
Follow & commit with Yottas Policy statements (eg. QMS/EMS/OHS/ISMS/PIMS/ITSM etc)
Undertake applicable training as communicated from time to time.
Participation in Risk assessment process, contribute in achieving departmental & management system objectives & Assist in maintaining PIMS controls throughout personal data lifecycle.
Good to have Skills
Excellent Communication and Presentation
Strong in Process, documentation and methodological
Development and updating of training content
Motivated self-starter capable of working in a team workplace as well as individually without direct supervision
Behavioral Attributes:
Art of skillful conversation
Creativity & Problem Solving
Learning on Fly
Business Acumen
Dealing with ambiguity
Building Trust
Customer Focus
Intellectual Horsepower (Functional Skills)
Action Orientation & Accountability
Process-Quality Excellence
Prioritizing, Planning & organizing
Listening, Sensing, Observing
Building Cooperative Relationships
Qualification and Experience:
Bachelor of Engineering - BE, Master of Engineering – Meng
ITIL certification