Tech Support Analyst(Service Now changeTicket management)
Service Now changeTicket management, JIRAConfluence, Application Support, Mobile appWeb QA analysis, AWS and SAP interface familiarity for log analysis
Must-Have
1. Experience in mobile appWebsite related QA and general testing or RCA mechanisms.
2. Hands-on expertise with confluence, AWS interface and SAP interface to anlayse the logs etc.
3. Collaborate with businesstechnical stakeholders to report the issues and provide analysis to help them understanding information provided by user for the problem reported.
4. Monitoring Qlik alerts and system alerts and timely RCA reporting to ensure high system availability.
5. Provide support to end-users for effective solution to the issues reported for mobile app.
6. Excellent problem-solving, communication, and documentation skills.
Good-to-Have 1. Documentum content structural knowledge
2. Python, AngularJS, Gitlab, AWS lambda
3. Strong understanding of Microsoft 365 ecosystem (Teams, OneDrive, aharepoint).
SN Responsibility of Expectations from the Role
1 Work closely with clients to monitor, analyse, and doing RCA analysis for the ServiceNow tickets, ensuring seamless reporting of critical issues for the appropriate resolution.
2 End to End Documentum to the new issues KRA and record solutions to enhance business processes on confluence or MS ecosystems apps.
3 Provide ongoing support and troubleshooting for MobileWEB Platform applications.
4 Ensure compliance with organizational security, governance, and performance standards.
