Dynamic Consultant/Assistant Consultant - ITIL/ITSM (2-10 yrs) Bangalore (Others)
contactx
Bangalore, India
5d ago
source : hirist.com

Summary :

As a Service desk resource, you will provide online supportto users of cloud-based enterprise applications by receiving and processing incoming Service Request and Incident tickets.

  • You will develop a core understanding of the operating principles of the cloud vendor platforms that KPMG Powered deploys on, including Oracle, Workday, ServiceNow, Microsoft, SAP, Coupa and iValua.
  • The support you provide will include gathering relevant information from Powered users to address problems of limited scope and / or escalating to the next tier of Support according to established procedures.
  • Tickets will initially come from internal, globally located employees who work in KPMG's Powered organisation, and you may eventually be asked to help support Powered Managed Services- external clients.
  • This position offers excellent opportunities for personal development, depending on motivation and competencies.
  • Key Tasks and Responsibilities :

  • Answer, evaluate, and prioritize incoming Service Request and Incident tickets, using a number of call tracking software applications like ServiceNow
  • Communicate with users at different levels within KPMG's Powered organisationto collect information about the issues they encounter with Powered's enterprise application instances
  • Follow standard practices and procedures to analyse situations or data where answers can be readily obtained
  • Route or escalate tickets to product line specialists where required
  • Maintain and updaterecords within KPMG's internal tracking databases
  • Assist in developing standard resolutions for common user problems
  • Provide feedback on support delivered and current processes and procedures
  • Attend various meetings as needed
  • Required Skills :

  • Two to three years experience in iValua domain for supporting medium to large applications, working directly with internal / external clients.
  • Worked in break-fixes, configuration management and vendor platform updates.
  • Experience using Support Ticketing systems such as ServiceNow, Remedy and Salesforce
  • Understanding of Support frameworks and concepts such as ITIL and ITSM
  • Proven customer service skills
  • Ability to ramp-up quickly and learn new applications from both business and technical aspects
  • Ability to work independently and take ownership of and complete relatively complex tasks, effectively using available resources, as needed, with minimal guidance
  • Ability to manage multiple simultaneous work streams, including projects and program initiatives, and prioritize, manage, and execute effectively with compressed time lines and an evolving understanding of users- support issues
  • Ability to problem solve with a sense of urgency, and the ability to work in a fast-paced environment
  • Demonstrated ability to manage multiple tasks at one time
  • Possession of excellent oral and written communication skills
  • Desired Skills :

  • Ability to communicate effectively with technical and non-technical users, including from both internal and external customers
  • Experience under an ITIL v3 Service Operation framework supporting web applications (i.e. incident, problem and knowledge management)
  • One or more certifications including, but not limited to : ITIL BA or BS degree in CS, Computer Engineering, Information Technology or a related field
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