IT Procurement/Support Analyst
Cognizant
San Francisco, Heredia, Costa Rica
hace 2 días

Qualification : Not Applicable

Responsibility :

Business / Customer :

  • Perform SOP activities with business impact understanding of customer environment and contribute to improve SOPs.
  • Adherence to customer security and compliance requirements.
  • Implementation of approved change requests in line with customer change management process.
  • Responsible for incident life cycle following ITIL / BIC frame work as applicable.
  • Adherence to customer communication etiquette.
  • Ensure stated productivity requirements are met for the engagement.
  • Project / Process :

  • Review CSAT feedback and ensure timely implementation of corrective actions.
  • Participate in Critsit process to resolve the incident in a timely manner.
  • Log and triage incidents.
  • Coordinate with resolver groups, vendors / carriers.
  • Troubleshoot the escalated incident / problem and refer / escalate (functional and hierarchical) to the right groups (Vendors / Level 3 ).
  • Provide inputs to FAQ database / KR / contribute towards updating knowledge articles.
  • Contribution to continuous service improvement plans (CSI).
  • Responsible to develop induction documents in consultation with relevant stakeholders for the project and ensure successful completion of induction process for new joiners.
  • Effective floor Management.
  • People / Team :

  • Continually assess skill level and provide intervention assistance.
  • Contribute to and participate proactively in knowledge sharing sessions.
  • Encourage team individuals to participate in organization innovation programs.
  • Act as a buddy for new hires.
  • Makes recommendations on R&R for team / individual achievement.
  • Makes recommendations to team lead on team’s performance rating.
  • Organization :

  • Ensure team contributes and participates in all organizational technology events and knowledge sharing forums.
  • Adherence to Organizational policies and processes (including Cognizant’s security policies, LP, timelines etc).
  • Participate in recruitment drives.
  • Fill the activities, Efforts and ticket details in Applens application without any delay.
  • Submit the timesheet on every Friday without any delay.
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