Senior Consultant – Systrack
7 months ago
Responsibilities
Come, join our team as we drive a differentiated customer experience by making our channels & service experience systems more intelligent, cost-efficient, and self-sufficient to address the varying needs
of our personas. Partner with our technology and regional leaders, build user-friendly options for customers.
▪ Continuously learn the needs of our key personas, existing products, and services in Customer Service Operations
▪ Work with customers to understand their needs and requirements for Systrack tool implementation.
▪ Develop and present a roadmap for Systrack tool implementation that meets the customer’s needs and requirements.
▪ Work with the technology team to develop and implement the roadmap.
▪ Provide support to customers during and after implementation.
▪ Stay up to date on the latest Systrack tool features and capabilities.
▪ Share knowledge with other team members.
▪ Working with service desk teams to understand their current technology infrastructure offered to customers.
Core Skills
▪ Processes of Service Desk – Incident Management and other ITIL processes would be preferred.
▪ Strong understanding of Systrack tool.
▪ Experience in working with customers to define and implement roadmaps.
▪ Experience in working with technology teams to implement solutions.
▪ Excellent communication and interpersonal skills.
▪ Ability to work independently and as part of a team.
▪ Strong analytical and problem-solving skills.
▪ Ability to work under pressure and meet deadlines.
Desirable Skills
▪ Experience in the IT industry.
▪ Experience in working with IT infrastructure-based solutions.
▪ Experience in working with DevOps methodologies.
▪ Experience in working with Agile methodologies.
▪ Experience in working with a variety of technologies.
▪ Experience in presenting to customers.
Soft Skills
▪ Pleasant personality
▪ Driven and Customer focused
▪ Ability to work well under pressure
▪ Proactive Attitude
▪ Problem Solving
▪ Excellent Communication – Verbal & Written
▪ Independent and resourceful with minimal supervision
▪ Team player
▪ Take initiative
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