Work with Vendor team to understand the application.
Document changes made by vendor and map them to business processes.
Monitor & work on Service Now tickets and their associated SLEs.
Conduct/lead daily triage of tickets and tracking incidents. Handling SLEs to closure.
Work on Defects and Change Requests based on Upgrades/ System Maintenance
Create reports for Leadership as required.
Demonstrate understanding of general production support.
Leverage knowledge to understand the current business state of client and recognize gaps caused by change initiatives
Executes services required within the SLA and communicate to the customer
Advanced written and oral communication skills
Strong analytical and evaluation skills
Detail oriented and organized
Ability to define operational user requirements within a structured system development lifecycle methodology
Responsible for communication and documentation related to assigned tasks