User experience management

1 week ago

Chennai, India Live Connections Full time
Exp : 4yrs to 8yrs
This role is required to:
Knowledge of additional ITIL processes and frameworks.
Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
Monitor and improve user experience across IT services.
Proficiency in using reporting tools like Service Now or similar ITSM tools.
Generate and analyze reports on service desk performance and user satisfaction.
Identify trends and provide actionable insights to improve service delivery.
Work closely with Operations and relevant stakeholders to ensure seamless service delivery.
Communicate effectively with stakeholders to understand and address their needs.
Strong analytical and problem-solving skills
Identify design problems and devise elegant solutions.
Make strategic design and user-experience decisions related to core, and new, functions and features.
Take a user-centered design approach and rapidly test and iterate your designs.
Collaborate with other team members and stakeholders.
Experience in SNOW ticketing tool and exposure to SNOW reporting.
Should be able to define Process/ write up process as required.
Candidate must be ITIL certified.
Working with clients to plan and implement new UEM projects.
Carrying out research into user’s needs. Developing personas, user stories and other resources that capture users' needs.
Qualifications and Education Requirements
Must have excellent communication (written and conversation skills in English language)
5+ Years of proven experience with minimum of 2 years in user experience management, reporting, and analysis
Must have following degrees / certifications
Bachelor’s degree (in Computer Science, Engineering or any equivalent)
Certified or trained ITIL
Additional desirable experience:
Experience in delivery management & deployment of solutions,
Managing Operations / Service Delivery for End User Technology accounts
Power BI and Tableau reporting
Apply ITIL principles to manage incidents, problems, and changes effectively to enhance service desk efficiency

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