Role Summary and Responsibilities:
General:
Consultant expected to have basic understanding of ITIL framework to collaborate and handle with end-user issues / tickets raised via SMT/ ITSM.D(Service Now) tool
Excellent problem-solving, consulting and decision-making skills.
Handling incident, problem tickets, service requests in iGPM and Planisware.
Good communication and interpersonal skills.
Should be able to work independently with minimal supervision
Desired Role Requirements:
Key skill set required:
Knowledge on SQL, PL/SQL,D2K forms and reports.
Azure and Cloud technologies.
Core Functional Knowledge:
Planisware Knowledge is added more advantage.
Project Management and resource planning knowledge
Solving support tickets with immediate solutions or workaround.
Performance issue analysis.
Ownership on assigned tickets till closure of that ticket.
Should be able to independently analyze and debug the problems.
Should be able to analyze and document the solutions and implement the same.
Follow-ups and taking complete ownerships towards assigned tasks.
Preparation of Support or domain documents.
Should able to do quick analysis and deeper view on issue.
Adhere to support process strictly.