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BriefCase

Technical Specialist Job in Hcltech

Technical Specialist

Hcltech 7 days ago
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Job Summary Job Description: The Technical Specialist will serve as a Subject Matter Expert (SME) for Software License Management using SNOW (ServiceNow). The role involves providing technical support, handling on-call escalations, conducting root cause analysis, and ensuring timely resolution of tickets within the agreed Service Level Agreement (SLA). Additionally, the specialist will work on knowledge base updates, training junior team members, and ensuring that quality standards and company policies are adhered to. Key Responsibilities: Software License Management (SNOW): Act as the SME for SNOW (ServiceNow) in the domain of software license management, ensuring accurate license tracking and compliance. Ticket Resolution & Root Cause Analysis: Independently resolve tickets within the agreed SLA, conduct root cause analysis for recurring issues, and ensure effective solutions. Customer Support: Provide on-call support, ensuring positive customer experiences and high customer satisfaction (CSAT). Address issues through First Call Resolution and minimize rejected resolutions or reopened cases. Knowledge Sharing: Contribute to the knowledge base by updating and managing information, providing training to freshers, and coaching analysts to enhance their skills and understanding of SAM processes. Quality & Compliance: Ensure adherence to quality standards, regulatory requirements, and company policies, maintaining operational integrity and best practices. Escalation Management: Handle escalations effectively and provide expert support for complex issues, ensuring smooth resolution within the defined timelines. Additional Responsibilities: Ensure continuous improvement in Software Asset Management processes. Contribute to process optimizations and improve overall service quality. Act as a resource for junior team members, providing mentorship and guidance.
Qualification :
Bachelor of Technology
Experience Required :

2 to 5 Years

Vacancy :

2 - 4 Hires

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