Application Support- L4

**Role Purpose**

The purpose of the role is to liaison and bridging the gap between customer and Wipro delivery team to comprehend and analyze customer requirements and articulating aptly to delivery teams thereby, ensuring right solutioning to the customer.

**͏**:
**Do**

1. Customer requirements gathering and engagement
- Interface and coordinate with client engagement partners to understand the RFP/ RFI requirements
- Detail out scope documents, functional & non-functional requirements, features etc ensuring all stated and unstated customer needs are captured
- Construct workflow charts and diagrams, studying system capabilities, writing specification after thorough research and analysis of customer requirements
- Engage and interact with internal team - project managers, pre-sales team, tech leads, architects to design and formulate accurate and timely response to RFP/RFIs
- Understand and communicate the financial and operational impact of any changes
- Periodic cadence with customers to seek clarifications and feedback wrt solution proposed for a particular RFP/ RFI and accordingly instructing delivery team to make changes in the design
- Empower the customers through demonstration and presentation of the proposed solution/ prototype
- Maintain relationships with customers to optimize business integration and lead generation
- Ensure ongoing reviews and feedback from customers to improve and deliver better value (services/ products) to the customers

**͏**:
2. Engage with delivery team to ensure right solution is proposed to the customer

a. Periodic cadence with delivery team to:

- Provide them with customer feedback/ inputs on the proposed solution
- Review the test cases to check 100% coverage of customer requirements
- Conduct root cause analysis to understand the proposed solution/ demo/ prototype before sharing it with the customer
- Deploy and facilitate new change requests to cater to customer needs and requirements
- Support QA team with periodic testing to ensure solutions meet the needs of businesses by giving timely inputs/feedback
- Conduct Integration Testing and User Acceptance demo's testing to validate implemented solutions and ensure 100% success rate
- Use data modelling practices to analyze the findings and design, develop improvements and changes
- Ensure 100% utilization by studying systems capabilities and understanding business specifications
- Stitch the entire response/ solution proposed to the RFP/ RFI before its presented to the customer

b. Support Project Manager/ Delivery Team in delivering the solution to the customer
- Define and plan project milestones, phases and different elements involved in the project along with the principal consultant
- Drive and challenge the presumptions of delivery teams on how will they successfully execute their plans
- Ensure Customer Satisfaction through quality deliverable on time

**͏**:
3. Build domain expertise and contribute to knowledge repository
- Engage and interact with other BA's to share expertise and increase domain knowledge across the vertical
- Write whitepapers/ research papers, point of views and share with the consulting community at large
- Identify and create used cases for a different project/ account that can be brought at Wipro level for business enhancements
- Conduct market research for content and development to provide latest inputs into the projects thereby ensuring customer delight

**͏**:
**Deliver**

**No.**

**Performance Parameter**

**Measure**
- 1.
- Customer Engagement and Delivery Management
- PCSAT, utilization % achievement, no. of leads generated from the business interaction, no. of errors/ gaps in documenting customer requirements, feedback from project manager, process flow diagrams (quality and timeliness), % of deal solutioning completed within timeline, velocity generated.
- 2.
- Knowledge Management
- No. of whitepapers/ research papers written, no. of user stories created, % of proposal documentation completed and uploaded into knowledge repository, No of reusable components developed for proposal during quarter

Mandatory Skills: ServiceNow - Platform Core.

Experience: 5-8 Years.

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.