Senior Associate - HR cloud application support

Roles & Responsibilities:

• Handling incidents and order tickets as per SLA / KPI

• Experience in referring KB articles or FAQs to address tickets and continuous updation of solution database as per handling of tickets

• Knowledge on classification of tickets and forwarding to different solution groups for addressal or overall incident responsibility with coordination among different solution groups to address the tickets as per SLA / KPI

• Professional user management while handling tickets / orders

• Documentation of tickets

• Handling of ticket peak loads in case of peer non-availability

• Knowledge about assignment of authorization to various roles, authorization concept preparation and maintenance

• Participation in the rollout activities including testing the instance, coordination with sites and product owner for change requests

• Annual / half-yearly checks on authorizations and revocation when not necessary

• Incident and order reporting on daily basis to lead

Educational qualification:

BE / BTECH / MBA / BCA / MSC

Experience: 1 to 3 years’ experience in incident and order handling

Mandatory/requires Skills :
HR cloud application working knowledge, ITIL V4.0 trained / certified, Incident management, Order management, English C1

Preferred Skills:
Work experience in HR on-prem or cloud applications with world-wide user reach

Handled up to 100 tickets per day and 30 orders per day
Exposure to HR recruiting solutions / talent or skill management applications is preferrable