Lead Consultant Service Management Analyst/Jira Administrator

Experience : 1 to 4 Years
Location : Bangalore
Job Role : HR
Posted on 04 Jan 20
Job is expired
Job DescriptionLast Date 10 Feb 20
Lead Consultant – Service Management Analyst/Jira Administrator


Function  : Digital 

Location : Bangalore, India 

  • 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
Job Type : Full Time
Interview Type : Face to Face Interview
Company Description
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.
Job is expired
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