IT Analyst I Customer Experience Solutions
Greenlee Textron Inc
Quezon City, National Capital Region, Philippines
4d ago

Perform incident management and basic and advanced troubleshooting of issues related to supported systems for global users within Automation Solutions, Digital Service Solution and Global Customer Care.

Perform request fulfillment of basic and advanced service requests for supported cloud systems for global users

within Automation Solutions, Digital Service Solution and Global Customer Care.

Ensures system health and performance by performing recurring tasks and using internal monitoring tools

Creates new CX Solutions system support documentation

Gathers relevant information in planning stage for internal process improvements

Conducts basic training on CX Solutions Operations processes and tools

Performs and end to end Solution Testing

Duty 1 : Systems Support & Maintenance

Provide basic troubleshooting for reports / dashboards functionality issues

Executes recurring tasks (webservices password reset,

alerts monitoring & notification, license & usage monitoring, distribution list updating)

Coordination of Cloud system issues with 3rd party vendors.

Analyze and Troubleshoot Cloud system issues with 3rd party vendors

Creates and sends informational and maintenance announcements to end-users

Assigns and triages Cloud tickets from MS Azure or ServiceNow

Conducts initial analysis of requests and respond to Customer

Provide answers to basic how-to's, navigation, usage

questions on all supported Cloud systems

Provide answers to advanced how-to's, navigation, usage questions on all supported Cloud systems

Analyzes and Troubleshoots Cloud system issues with users and other administrators. Troubleshoot basic

system issues such as; user profile and access, data

visibility, and basic workflow issues

  • Analyzes and Troubleshoots Cloud system issues with users and other administrators. Troubleshoot complex system issues such as;
  • bugs, defects, complex workflow issues, and integration issues

    Initiate technical escalations to seniors or for complex issues requiring advanced troubleshooting

    Duty 2 : System Documentation

    Conducts knowledge transfers on basic request fulfillment process

    Conducts knowledge transfers on request fulfillment processes and advanced troubleshooting

    Creates Cloud technical documentation / user manual for Best Practices and Frequently Asked Questions

    Create Cloud Applications work instructions for new processes

    Update Cloud applications work instructions for existing processes

    Duty 3 : Systems Delivery

    Support end-to-end Solution testing

    Participate in post-go live project team support calls and meetings within the duration of the on-boarding project

    Conducts training to end users after release of new functionalities or change in business process

    Oracle release change management (communications, release notes)

    Creates Test Scripts and organize test cases

    Duty 4 : Continuous Improvement & Innovation

    Identifies continuous improvement project ideas.

    Gathers, Analyzes, Implements, and documents the Continuous Improvement Project

    Education :

    University degree or equivalent (Computer Science, Information Technology, Information Systems or similar)

    Job Related Experience :

    At least 5 years relevant work experience in the IT field (IT Operations Support, Business Systems and Administration, and Regression Testing

    Specific Knowledge :

    Knowledge in systems such as Oracle Service Cloud or similar

    Knowledge in Microsoft Office tools (MS Teams, MS Outlook, MS Word, Excel, PowerPoint, and Visio)

    Knowledge in data administration, manipulation, and warehousing experience since there would be a lot of data validation and organization that will be done in the system

    Basic Knowledge with relational databases and SQL queries

    Project Management - Scaled Agile Framework (SAFe) or Agile

    Knowledge of Oracle Service Cloud enterprise resource planning implementation to support basic troubleshooting CRM

    Basic knowledge on system integration

    Basic knowledge on ETL tools and processes

    Customer Service

    Basic experience in troubleshooting web application issues, services, and database issues

    Skills

    Written and oral English skills in a technical environment

    Analytical skills and aptitude for logical thinking

    IT & computing skills

    Ability to follow detailed workflow and instructions

    Ability to participate in a team environment

    Ability to work independently with minimal supervision

    Ability to manage and prioritize multiple tasks

    Time / work management skills

    Problem solving skills

    Interpersonal skills

    Basic scripting knowledge (JavaScript, Groovy)

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