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Business Process
4 months ago
This role may involve a significant amount of project management. Project management responsibilities include managing internal non-technical business projects from initiation through completion. Leads project planning, resourcing, staffing, progress reporting, issue resolution and delivery of results. Interprets requirements, identifies project scope, plans and directs schedules, monitors project budgets, assigns tasks and tracks performance and milestone achievement. Recommends schedule changes, cost adjustments, resource additions or scope changes. Ensures effective communication across teams/functions. Keeps management informed of progress, key issues and changes which may impact the business. Requires people and resource management through others, and may include leading third party resources.
**Qualifications**:
Acknowledging the support requests.
Logging requests in our ticket management system and updating with correct and relevant information whenever necessary.
Triaging to resolve the request.
Promptly elevating the request to next level if unable to resolve and coordinating with L2 and L3 for resolution.
Escalating on elevated requests wherever necessary.
Building the knowledge base from use cases and using the same while triaging other related requests.
Identifying repeat issues and tagging them to problems.
Professional, in-time and appropriate customer communication to provide them complete insight of the issue and/or the resolution provided or around the future course of action.
Seamless handover of issues within the team.
Participate in regular review and contribute with ideas around the issues and provide necessary updates.
Learn about the upcoming changes and new functionalities in the Agilent eCommerce space and ensure proactive support readiness.
Help drive process optimization changes to improve the overall support operations.
Sharing knowledge with peers as well as learning from them to eliminate and knowledge gaps.
Agilent Technologies Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other protected categories under all applicable laws.
**Travel Required**: No
**Schedule**: Schedule:Full time
**Shift**: Day
**Duration**: No End Date
**Job Function**: Administration
