Sns ip

**Job Title
- Service Management Analyst ( NCT)**
• *Location
- Pune Magarpatta**
• *Role Description**:
The Service Management Analyst acts as a hands-on technician executing several tasks in relation to the required services within the Service Management environment. The Service Management Analyst role supports the respective functional teams and provides expertise and assistance to ensure effective services are provided by Service Management.

The main tasks of the Service Management Analyst are monitoring and tracking activities, analyzing issues, supporting the resolution of issues and conflicts, and preparing reports and meetings. The Service Management Analyst has knowledge of and experience in all relevant tools used in the Service Management environment.
• *What we’ll offer you**

As part of our flexible scheme, here are just some of the benefits that you’ll enjoy
- Best in class leave policy
- Gender neutral parental leaves
- 100% reimbursement under childcare assistance benefit (gender neutral)
- Sponsorship for Industry relevant certifications and education
- Employee Assistance Program for you and your family members
- Comprehensive Hospitalization Insurance for you and your dependents
- Accident and Term life Insurance
- Complementary Health screening for 35 yrs. and above
• *Your key responsibilities**
- Develop a good understanding of the activities required to execute Service Management functions.
- Follow all guidelines and controls for the relevant processes to ensure compliance and quality.
- Undertake specific functions within the relevant Service Management process as identified for the specific Service Management area.
- Participate in regular meetings with stakeholders, prepare and document meetings, track progress.
- Collect, interpret, and respond to changes in production data, as appropriate.
- Track the implementation of resolution tasks.
- Provide regular and reliable reporting of relevant data to meet management requirements.
- Provide feedback and communicates results to stakeholders.
- Provide input and contribute in Service Management related audits.
- Engage with other Service Management groups to understand business requirements
- Perform review of specifications.
- Collect, analyse and produce metrics on process data for KPIs to find out improvements.
- Identify risks and issues related to the area.
- Provide governance to ensure appropriate planning and reporting.
• *Your skills and experience**

Service Operations Management : The Service Management Analyst with focus on Service Operations will be responsible for undertaking Service Operation support activities including service request fulfilment, incident, and problem resolution where these have been assigned.

Area specific tasks / responsibilities:

- Handling Incident
- /Problem Management und Service Request Fulfilment
- Analyze Incidents, which are addressed from 1st Level Support
- Analyze occurred errors out of the batch processing and interfaces of related systems
- Resolution or Workaround determination and implementation
- Supporting the resolution of high impact incidents on our services, including attendance at incident bridge calls
- Escalate incident tickets and working with members of the team and Developers
- Handling Service Request eg. Reports for Business and Projects
- Providing resolution for open problems, or ensuring that the appropriate parties have been tasked with doing so
- Supporting the handover from new Projects / Applications into Production Services with Service Transition before Go Life Phase
- Distributor function regarding the SAP ICM / SAP BP / PD-Org Know-Hows into the Support Team.
• *Skill profile**
- Extensive knowledge in SAP ICM possibly with support experiences
- SAP BP /PD-Org / SAP FI/CO Know How required
- Knowledge about extraction of data between NON-SAP and SAP Sources in combination with good database knowledge.
- Knowledge in SAP Basis activities regarding SAP ICM environment
- Knowledge in batch processing within SAP Systems
- Knowledge in Post Processing Offices within SAP Systems
- Knowledge to create reports within SAP Systems
- ABAP programming know how
- Extensive analytical and process related thinking combined with creativity, independence and assertiveness, to design procedures.
- organizational Skills (Project experience, independent working)
- communication Skills (good verbal and written communication)
- ITIL Know How
- Desirables are basic mainframe and peoplesoft (Oracle) knowledge
• *Education/Certification**
- Bachelor’s degree from an accredited college or university with a concentration in IT or Computer Science related discipline (equivalent diploma or technical faculty)
- ITIL V3 foundation certification (preferred)
• *Key Business Competencies**
• *Proficiency Level (1 to 5)**

Communication: P3 - Experienced

Financial Management: P2 - Basic

Innovation: P2 - Basic

Managing Complexity: P2 - Basic

Product Knowledge (internal & external): P

India
Maharashtra
Pune Show on map Get directions