The objective is to fulfil the request receive from users to set up foundation data in Remedy 8.1.
The primary responsibility is to facilitate the Foundation Data are accurate and recertified on a periodic basis which would improve TAT on Service resumption, better Impact Analysis
The responsibilities include the following :
ïReceive request from Users through Service Request and fulfill the request as per defined SLA
ïRefer the Process document and other Technical documents to fulfill the request and notify the users
ïSupport the day-to-day operations of the Remedy Data Admin
ïLiaise with TSE / Eng. team to manage Remedy / SRM related enhancement rollouts / automation.
ïEscalate to the Level II or Level III wherever required. Collaborate with PSS Team for bulk upload of data and trouble shoot during spoon job.
ïIdentify automation opportunity in the process to ensure data accuracy
ïEnsure foundation data are recertified by the respective owner on a periodic basis
ïMaintain customer service skills by following the agreed KPIs on fulfilment of requests.
ïWork as part of a team providing coverage on a 5 day a week, 12 hours per day (12 / 5) basis
ïTake End to End ownership on setting up of Data and resolve them within agreed SLA and to the satisfaction of customers
ïIdentify and highlight to the appropriate authority any service concern or improvement opportunity
ïExpected to meet or exceed key measures and objectives of your role. Ensure performance, productivity, skill and quality in line with the expectations
ïUpholding the Values of the Group and Company at all times and Compliance with all applicable Rules / Regulations and Company and Group Policies.
ïAdherence to the specified standards of Quality and Audit / Risk requirements
ïTo build relationship & network with stakeholders within & outside Tech Ops