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Production Support Engineer

2 months ago

hyderabad, India Talent500 Full time
IT Application Development Senior Analyst
Position Overview:
You will be working on a team that will cover both functional and technical issues requiring strong analytical, communicative and documentation skills. The focus of the work is to ensure that this tool is always functional and optimized.
Responsibilities:
Supports Internal Customers via the telephone, e-mail, and Webex to investigate and resolve any user reported Clarity issues or requests.
Perform all troubleshooting steps and clearly document in ServiceNow ticketing system.
Maintains a high level of customer focus, sense of urgency and continuous communication on all interactions.
Provides timely diagnoses of customer’s issues and provides standardized solutions that meet business needs.
Escalates unresolved Problems and Service Requests as appropriate.
Identify new efficiencies to help automate and/or improve processes to benefit Customer experience.
Participate in team development work on custom Clarity PPM scripts.
Qualifications
Required Skills:
Clear and concise oral and written communication skills.
Understands customer’s issue and demonstrates real concern with Customer Centricity
Ability to work independently and responds quickly to customer’s needs.
Probes and uncovers customer’s underlying issues.
Defines Problem Service Request quickly and resolves or correctly escalates issues with specified time frame.
Actively shares knowledge and aids teammates.
Identifies and takes initiative to implement improvement opportunities.
Possesses insatiable appetite for learning, continuously pursues new learnings that add value to the team’s knowledge base.
Required Experience & Education:
3 + years of production support experience.
Preference given to candidates who have certifications with CA for CA PPM ( version 15) and experience with SaaS.
CA PPM Certification strongly preferred and at least 2 years’ experience for supporting roles.
2+ years of Clarity experience.
Desired Experience:
Exposure to AWS