Lead Consultant Service Management Analyst/Jira Administrator jobs in Bangalore at Genpact

Lead Consultant – Service Management Analyst/Jira Administrator

COR012724

Function : Digital

Location : Bangalore, India

Responsibilities:

Administration and Management of JIRA Service Desk.
Ensure service reports are produced in a timely manner
Implement and Maintain ticketing system
Monitor ticketing system, and escalate any likely SLA breaches.
Provide QA and feedback against ticket standards.
Proactively seek ways of improving the performance of the ticketing system.
Adhere to change control process
Provide audit support when required
Respond to alerts, escalations and stakeholder communication
Conduct periodic Customer satisfaction reviews and meetings

Minimum Qualifications

Experience of working in a support or helpdesk environment
Experience with pharma or medical industry and related GxP compliance
Good communication and customer support skills
Understand SLAs and how to measure them
Experience of administering JIRA Service Desk and JIRA Scripting.
Ability to work with vendors and technology partners
Incident and problem management best practice.
Experience of operations and support applications and support team management
Experience with meting SLAs within a global support team
Experience with production change control
Experience in Customer facing roles

Preferred qualifications:

Configuration experience with Jira service desk
Medical/Pharma industry experience
ITIL
Service Operations
Helpdesk
Incident management

Genpact (NYSE: G) is a global professional services firm that makes business transformation real. We drive digital-led innovation and digitally-enabled intelligent operations for our clients, guided by our experience running thousands of processes primarily for Global Fortune 500 companies. We think with design, dream in digital, and solve problems with data and analytics. Combining our expertise in end-to-end operations and our AI-based platform, Genpact Cora, we focus on the details – all 87,000+ of us. From New York to New Delhi and more than 25 countries in between, we connect every dot, reimagine every process, and reinvent companies’ ways of working. We know that reimagining each step from start to finish will create better business outcomes. Whatever it is, we’ll be there with you – accelerating digital transformation to create bold, lasting results – because transformation happens here.