Operations Support Analyst

Providence College Of Engineering; Hyderabad; On-site; INR 350,000 - 550,000; Full time

Job summary

Qualifications

• 0-3 years of Industry experience in Service Management, Service Operations, Call Center Operations.
• Required Skills: MS Outlook, Word, Excel, Internet, Power BI, SQL
• Preferred Skills: Service Now, Citrix, Aternity
• BS or MS in Computer Science or Equivalent

Responsibilities

• Follow defined processes when handling incidents and service requests in a professional manner using approved tools.
• Identify areas of opportunity for process improvements towards greater support experience and better supportability.
• Troubleshoot Caregiver issues and resolve upon first contact when able and escalates problems that cannot be resolved to the appropriate group in a timely manner.
• Identify area of opportunity for latest Knowledge Articles towards enhanced FCR and supportability.
• Ensure production solutions are reliable, secure, and effective and that implemented solutions are continuously monitored and documented.
• Execute operational excellence, tracking metrics and KPIs to drive governance, quality, and efficiency.
• Perform Data Quality Audit on Incident logging. Suggest required changes towards deriving incident patterns and trends.
• Perform monthly Incident Pattern and Theme analysis.
• Provide insights on weekly service reviews with Global leads.
• Execute on opportunities and drive automation to improve KPIs on ticket reduction, ticket cycle time and resolution rate.
• Perform administrative tasks and troubleshooting in the following environments including Citrix, Active Directory, Single Sign-On services, E-mail Exchange, Patient electronic health records and other applications as needed.

Skills

MS Outlook

Word

Excel

Internet

Power BI

SQL

Education

BS or MS in Computer Science or Equivalent

Tools

Service Now

Citrix

Aternity

Job description

Job Summary

This is a critical Service Desk execution for the Voice Support Team at Providence India. The scope is breadth focused across Providence and deep, in terms of technical, process, operational, and continuous improvement required to support multiple enterprise wide IS services. This role will work in a fast-paced environment, have constant demands for better services, and will require strong problem resolution, decision making, communication and partnering skills.

The Clinical Technology Services (aka CTS) team focuses on providing services & operations support for Providence applications, portals, services, and platforms spanning across various technical stacks and supporting multiple business process ticket management for both Clinical and Non-Clinical Services.

Responsibilities

• Customer Service: Personal responsibility for customer satisfaction. Professionally represents the Face and Voice of IT in difficult situations, consistently strives to listen, understand, and support the needs of others in a sensitive manner.
• Quality: Performs challenging tasks efficiently and effectively. Anticipates problems and takes corrective action prior to completing the task. Sets challenging objectives and works against self-defined standards of excellence to continually improve personal performance.
• Problem Solving: Strong attention to detail and outstanding analytical skills.
• Collaboration: Ability to work effectively to build relationships with colleagues, customers, and management through positive interaction.
• Flexibility and response to change: Proven ability to organize multiple efforts and to respond to shifting priorities. Demonstrated ability to study, understand, adapt, and respond effectively to a constantly changing environment.
• Communications: Listens with sensitivity and openness. Actively seeks constructive feedback and remains open and receptive to it. Anticipates the information needs of others. Proven skills in communicating with clinical and technical customers.

What would your day look like

• Follow defined processes when handling incidents and service requests in a professional manner using approved tools.
• Identify areas of opportunity for process improvements towards greater support experience and better supportability.
• Troubleshoot Caregiver issues and resolve upon first contact when able and escalates problems that cannot be resolved to the appropriate group in a timely manner.
• Identify area of opportunity for latest Knowledge Articles towards enhanced FCR and supportability.
• Ensure production solutions are reliable, secure, and effective and that implemented solutions are continuously monitored and documented. Look for opportunities to Left Shift and Right Shift tickets to reduce overall customer pain points, manual toil, and cost per ticket.
• Execute operational excellence, tracking metrics and KPIs to drive governance, quality, and efficiency. Influence and improve existing processes through innovative behaviors and effective change management.
• Perform Data Quality Audit on Incident logging. Suggest required changes towards deriving incident patterns and trends.
• Perform monthly Incident Pattern and Theme analysis.
• Provide insights on weekly service reviews with Global leads.
• Execute on opportunities and drive automation to improve KPIs on ticket reduction, ticket cycle time and resolution rate.
• Perform administrative tasks and troubleshooting in the following environments including Citrix, Active Directory, Single Sign-On services, E-mail Exchange, Patient electronic health records and other applications as needed.

Qualifications / Requirements

• 0-3 years of Industry experience in Service Management, Service Operations, Call Center Operations.
• Required Skills: MS Outlook, Word, Excel, Internet, Power BI, SQL
• Preferred Skills: Service Now, Citrix, Aternity
• BS or MS in Computer Science or Equivalent

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