Support Analyst

3 days ago


Kolkata, West Bengal, India d6c94464-03dc-4df0-94ec-dfaa17618eee Full time ₹ 2,50,000 - ₹ 7,50,000 per year
  • Managing clients and business stakeholder expectations as there will be broad range of client groups
  • Provide expert support for HR management systems, applicant tracking systems, learning management systems, performance management systems, and payroll systems.
  • Utilize a variety of report writing tools and automations to develop management reports and metrics.
  • Manage document management systems and support SharePoint-based technologies.
  • Utilize Alteryx and PowerBi for data analysis and reporting.
  • Handle technical support tickets using ServiceNow or other related systems.
  • Apply ITIL methodologies and processes for Incident, Change, and Problem Management.
  • Ticket queue management to work within defined SLAs with over 92-93% SLA adherence.
  • Analyze data to develop and implement solutions and extract data for management reporting.
  • Lead and participate in testing system enhancements, bug fixes, and new releases.
  • Investigate and troubleshoot functional and technical issues effectively.
  • Communicate complex issues clearly and concisely to staff at all levels.
  • Collaborate with multidisciplinary teams and work under tight deadlines.
  • Manage MIMs (P1& P2) over triage calls and engage till resolution.


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