Service Delivery Analyst
GenpactHyderabad, Republic Of India, IN2 days ago
Job descriptionProvider will provide assistance as required for major changes being implemented which have a direct impact on end user productivity. Provider will provide assistance as required and partner with other Customer resolver groups to help minimize end user impact on all planned releases. Proactively engage with Customer resolver groups and project teams to forecast impact, build knowledge articles and adjust staffing levels as required for all planned releases and roll outs. Provider will provide inputs to Customer to help improve the overall usage and accuracy of configuration items. Provider will contribute, organize, facilitate and maintain the knowledge base. Provider will align a knowledge manager to work directly with Customer stakeholders to enhance the content and quality of the knowledge base. Provider will create self-service knowledge articles based on frequently reported incidents to make end users self-sufficient and enable them to resolve frequent issues without reaching out to the Service Desk. Bachelor’s degree in Computer Science, Information Technology, or equivalent experience. Minimum 3 years of experience. [Service Req / Incident / Problem / change / configuration / Knowledge management]
ITIL Analyst
Location : Hyderabad
Experience : 1-3 years
Immediate joiners Preferred
Req / Incident / Problem / change / configuration / Knowledge management]
Kindly share resume to nsenthil.kumar@genpact.com with Sub of "ITIL" along with notice period.
Responsibilities
Service Request Management
- Provider will partner with Customer to improve auto-routing of service requests to the correct resolver groups and minimize number of hops.
Change Management
Release Management
Configuration Management
Knowledge Management :
Qualifications we seek in you!
Minimum Qualifications
Preferred Qualifications / Skills
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Analyst • Hyderabad, Republic Of India, IN
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