Senior Technology Analyst

Randstad Enterprise; Hyderabad; On-site; INR 900,000 - 1,200,000; Full time

Job summary

A prominent staffing and consulting firm is seeking a Service Level Support Professional in Hyderabad. This role involves managing VMS-related support tickets, collaborating with various internal teams, and ensuring compliance with SLAs. The ideal candidate will have over 7 years of experience with VMS tools like Fieldglass, a proactive attitude, and strong problem-solving skills. Candidates should be comfortable working across different shifts covering NAM, EMEA, and APAC time zones. Engagement in continuous process improvement is a key responsibility.

Qualifications

• 7+ years of deep experience with VMS tools including Fieldglass.
• Proven expertise in core VMS functions and troubleshooting.
• Familiarity with ticketing tools and strong analytical skills.

Responsibilities

• Manage and resolve support tickets related to VMS.
• Prioritize and handle crucial case management tickets swiftly.
• Coordinate with teams for project requests and implementation.
• Contribute to process improvement and compliance adherence.

Skills

VMS tools expertise

Ticketing systems knowledge

Strong communication skills

Attention to detail

Process improvement mindset

Education

PMP or ITIL certification

Tools

Fieldglass

Freshdesk

ServiceNow

Salesforce

SAP

Job description

Overview

The Service Level Support Professional is responsible for managing and resolving VMS-related case management tickets, coordinating with cross-functional teams, and ensuring high standards of quality and compliance with Service Level Agreements (SLA). This role involves regional coordination and continuous process improvement, contributing to the efficiency of case handling and project implementation.

Responsibilities

• VMS Case Management: Handle and resolve support tickets raised on platforms like Freshdesk or Service Now, specifically related to Vendor Management System (VMS) tools such as Fieldglass, VNDLY, and Beeline.
• Proactive Ticket Prioritization: Swiftly identify and prioritize crucial, high-impact tickets, with the expectation of same-business-day resolution to minimize business disruption.
• Cross-Squad Collaboration: Support over 20 internal squads by efficiently managing incoming requests, providing expert guidance, and maintaining consistent resolution standards across all interactions.
• Quality & SLA Adherence: Maintain accuracy, timeliness, and full compliance with Service Level Agreements for all support and project tasks.
• Project Management Support: Coordinate with Tech PMs, Associate Tech PMs, and Data Analysts to facilitate the implementation of incoming project requests.
• Process Improvement: Proactively identify recurring case trends, suggest system and process enhancements, and help reduce turnaround time for support cases.
• Documentation & Knowledge Sharing: Contribute to and maintain internal documentation, including FAQs and process references, to standardize responses for recurring issues.
• Regional Coordination: Act as the primary Service Level contact from India, ensuring seamless and collaborative relationships with EMEA, APAC, and NAM teams.
• Data & Reporting: Develop reports and dashboards, identify opportunities for automation, and analyze historical and current data to forecast volumes.
• Process & Compliance: Maintain audit documentation and controls, ensuring adherence to contractual SLAs and KPIs, and look for opportunities to drive automation and workflow optimization.

Functional and Technical Understanding

• 7+ years of deep, hands-on experience with Vendor Management System (VMS) tools, particularly Fieldglass (primary), Beeline, or VNDLY. This experience must include an in-depth understanding of VMS configuration and client setup (e.g., fixing rate cards, deep-dive troubleshooting).
• Proven expertise in core VMS functions, including data uploads, rate configuration, reporting, user access troubleshooting, and managing approval groups. (Open to changes/adaptability based on client/process requirement)
• Familiarity with ticketing tools such as Freshdesk or ServiceNow.
• Familiarity with Salesforce & experience with SAP is a plus
• PMP or ITIL certification (added advantage)

Analytical & Process Oriented Mindset

• Demonstrated ability to identify systemic recurring issues and successfully propose process improvements.
• Strong attention to detail, coupled with disciplined documentation habits and a commitment to data entry consistency.

Agility & Ownership

• Proven ability to manage and prioritize multiple squad interactions efficiently.
• Willingness to take end-to-end ownership of requests, including proactive communication and follow-up with internal clients.
• Excellent written and verbal communication skills necessary for effective global coordination.
• Experience working in cross-regional or client-facing support environments.

Soft Skills & Culture Fit

• A proactive attitude, high accountability, and strong adaptability to different client and team styles.
• Comfortable working within a fast-paced, globally distributed team structure.

Additional Information

• Shift Timings - NAM/EMEA/APAC (Applicants should be comfortable with all 3)