Associate IT Support Services Analyst

2 days ago

Chennai, Tamil Nadu, India Clarivate Full time

We are looking for an IT Support Services Analyst/Sr Analyst to join our L1 team in Chennai/Hyderabad location. This is an amazing opportunity to work on Web of Science products. The team consists of 8 colleagues and is reporting to Team Manager. The IT Support Services Analyst is responsible for providing technical support and ensuring the smooth operation of end-end workflow in content and monitoring applications regularly. This role involves troubleshooting, incident management, user support, and ensuring high-quality service delivery aligned with workflow policies and business objectives.

About You – experience, education, skills, and accomplishments

  • Minimum 5 years of experience in WoS Products and Workflow
  • Education (bachelor's degree in sciences.

What will you be doing in this role?

  • Serve as the first point of contact for workflow-related issues and service requests via ticketing system.
  • Manage and track incidents and service requests through the IT Service Management (ITSM) tool, ensuring timely resolution and communication.
  • Escalate complex technical issues proactively raised to higher-level support teams as needed.
  • Understanding and expertise in analyzing, improving workflows and business processes.
  • Analyze data and identify areas for improvement in workflows, efficiency, and productivity.
  • Proactively identify and address any issues that may arise during the UAT and Prod implementation.
  • Working effectively with cross-functional teams, understanding their needs, and aligning workflow, and systems to meet business goals.

About the Team

As the IT Support Services Analyst for the L1 Support team, your primary responsibility will be managing the workflow and end-to-end systems for various Clarivate products, including Web of Science, Biosis, and Zoological Record. Collaboration with stakeholders in Content Operations and the broader Science business is crucial. The team is a blend of content experts who review the opportunities for end-to-end workflow management, and we focus on fast, effective resolution of issues and proactive management of IT environments. Team members collaborate across time zones and specialties to ensure seamless, 24/7 support and outstanding customer satisfaction.

Hours of Work

40-hours per week, permanent full-time position , IST time zone

At Clarivate, we are committed to providing equal employment opportunities for all qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.

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