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REF46805U - Program Analyst - WTS, 1 to 2 yrs experience, Zoho desk, Gurgaon location

2 months ago

Gurugram, India WNS Global Services Full time
Job Description

As a Case Management Application support developer, you will be responsible for the setup, configuration, and maintenance of Zoho Desk setup for clients to ensure it meets the needs of our organization.

Your role will involve troubleshooting issues, customizing workflows, and providing support to users to enhance overall efficiency and effectiveness.

Key Responsibilities:

System Configuration:

Set up and configure Zoho Desk according to company requirements.

Customize fields, forms, and workflows to align with business processes.

User Management:

Create and manage user accounts, roles, and permissions.

Provide training and support to users on best practices and system usage.

Data Management:

Import, export, and manage data within Zoho Desk.

Ensure data accuracy and integrity through regular audits.

Troubleshooting and Support:

Resolve technical issues and provide timely support to users.

Collaborate with Zoho support for escalated issues and feature requests.

Reporting and Analytics:

Generate and analyze reports to monitor system performance and user activity.

Provide insights and recommendations for process improvements.

Documentation and Best Practices:

Maintain up-to-date documentation for system configurations, processes, and procedures.

Develop and implement best practices for system use and data management.

Continuous Improvement:

Stay current with Zoho Desk updates and new features.Identify opportunities for system enhancements and implement improvements.


Qualifications

Education: Bachelor’s degree in Engineering (B.E.) or Technology (B.Tech) in Computer Science, Information Technology, or a related field.

Experience:

Experience with case management tools or CRM systems is a plus but not mandatory.

Fresh graduates with relevant projects or internships are encouraged to apply.

Skills:

Proficiency in using Zoho Desk or similar case management/CRM tools.

Strong problem-solving skills and attention to detail.Excellent communication and interpersonal skills.

Ability to work independently and as part of a team.Basic knowledge of SQL or database management is a plus.


Additional Information