Mobile TEM Analyst
⚲ Pune
Do uzgodnienia
Wymagania
- Data analysis
- Documentation
- Microsoft Excel
- Service Level Agreement (SLA)
- Operations
- ITIL
- Coordination
- Service Management
- Atlassian JIRA
- problem management
Opis stanowiska
Summary: The Mobile TEM Analyst plays a crucial role in managing telephone mobile services by performing data analysis and operational support. They ensure ticket management, invoice processing, and supplier coordination are handled efficiently to maintain uninterrupted service delivery.Main Responsibilities:
• Monitor the telephone mobile ITSM ticket queue (incidents and service requests) for timely triage and prioritization.
• Track ticket progress, follow up on aging or blocked tickets, and ensure SLA adherence.
• Validate ticket quality and request additional information as necessary.
• Escalate critical issues according to established procedures.
• Produce and share operational reports on ticket volumes and performance metrics.
• Identify trends in recurring issues and propose improvements.
• Track and coordinate purchase orders and invoice processes for workplace services.
• Ensure invoices are validated and processed within agreed terms.
• Monitor payment status to avoid service interruptions.
• Maintain accurate documentation and support budget tracking/forecasting.
Key Requirements:
• Degree in IT, Business Administration, Finance, or equivalent experience.
• Experience with ITSM tools like ServiceNow, Jira Service Management, or similar.
• Experience in purchase order and invoice coordination in a corporate environment.
• Strong organizational skills, attention to detail, and ability to manage priorities.
• Proficiency in Excel for metrics and reporting.
• Strong communication skills with a customer-service focus.
Nice to Have:
• Basic knowledge of ITIL processes related to incident/request/problem management.
• Familiarity with procurement and invoice lifecycle processes.
• Experience in building operational reports and process improvements.
Other Details:
• Location: Koregaon Park, Pune
• Work Model: Hybrid (3 days in office)
• Work Hours: CET Time Zone (9 hours)
• Client: GCC Client
• Monitor the telephone mobile ITSM ticket queue (incidents and service requests) for timely triage and prioritization.
• Track ticket progress, follow up on aging or blocked tickets, and ensure SLA adherence.
• Validate ticket quality and request additional information as necessary.
• Escalate critical issues according to established procedures.
• Produce and share operational reports on ticket volumes and performance metrics.
• Identify trends in recurring issues and propose improvements.
• Track and coordinate purchase orders and invoice processes for workplace services.
• Ensure invoices are validated and processed within agreed terms.
• Monitor payment status to avoid service interruptions.
• Maintain accurate documentation and support budget tracking/forecasting.
Key Requirements:
• Degree in IT, Business Administration, Finance, or equivalent experience.
• Experience with ITSM tools like ServiceNow, Jira Service Management, or similar.
• Experience in purchase order and invoice coordination in a corporate environment.
• Strong organizational skills, attention to detail, and ability to manage priorities.
• Proficiency in Excel for metrics and reporting.
• Strong communication skills with a customer-service focus.
Nice to Have:
• Basic knowledge of ITIL processes related to incident/request/problem management.
• Familiarity with procurement and invoice lifecycle processes.
• Experience in building operational reports and process improvements.
Other Details:
• Location: Koregaon Park, Pune
• Work Model: Hybrid (3 days in office)
• Work Hours: CET Time Zone (9 hours)
• Client: GCC Client
🔍 Dekoder Ogłoszenia
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plays a crucial role in managing telephone mobile services by performing data analysis and operational support
Będziesz głównie zajmować się analizą danych i wsparciem operacyjnym związanym z usługami telefonii mobilnej, a niekoniecznie rozwojem czy strategicznym zarządzaniem.
🔴
Ensure ticket management, invoice processing, and supplier coordination are handled efficiently to maintain uninterrupted service delivery
Oczekuje się od Ciebie sprawnego zarządzania procesami administracyjnymi i komunikacją z dostawcami, aby zapewnić ciągłość usług.
🔴
Monitor the telephone mobile ITSM ticket queue (incidents and service requests) for timely triage and prioritization
Twoim głównym zadaniem będzie przeglądanie i klasyfikowanie zgłoszeń w systemie ITSM, co może być rutynowe i powtarzalne.
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Identify trends in recurring issues and propose improvements
Możesz mieć ograniczony wpływ na wprowadzanie zmian, a Twoja rola będzie polegać głównie na identyfikacji problemów i sugerowaniu rozwiązań.
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Degree in IT, Business Administration, Finance, or equivalent experience
Chociaż wymagany jest stopień naukowy lub doświadczenie, zakres obowiązków sugeruje bardziej rolę wsparcia niż zaawansowanego specjalisty IT.