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, New 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
- Solid in Process, documentation and methodological
- Development and updating of training content
- Motivated self-starter capable of working in a team environment 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 Collaborative Relationships
Qualification and Experience:
- Bachelor of Engineering - BE, Master of Engineering – Meng
- ITIL certification