We are looking for an Associate IT Support Services Analyst to join our L1 Support Team in Singularity in Hyderabad/Chennai. This is an amazing opportunity to work with Operations and Technology in WOS, LS and IP areas. The team consists of 12 people and is reporting to the Azeemuddin Mohammed. We possess skill sets in Handling ServiceNow Tickets, Monitoring Applications, Facilitating UATs/PITs and in doing detailed RCA of Tech problems. We would love to speak with you if you are interested.
About You – experience, education, skills, and accomplishments
Bachelor’s degree in Computer Science with 3+ years in Editorial processes, or equivalent combination of education and experience
Hands on experience using Salesforce and ServiceNow tools to handle tickets received from customers.
Strong working knowledge of the Microsoft Office Suite products
Knowledge on 3-tier client server model, Flatten Data Model and AWS
Ability to work independently and as part of a collaborative team.
Excellent written and verbal communication skills
Working in shifts/providing weekend support to teams/processes doing overtime
Strong analytical skills (e.g. system analysis, troubleshooting, debugging, etc.)
High level of learning agility, with ability to learn, comprehend and explain complex workflows
It would be great if you also have . . .
Having knowledge in writing scripts (JS).
Knowledge on HTTP protocols/Oracle SQL developer tool/Postman.
Knowledge on Singularity Architecture
What will you be doing in this role?
Handling L1 tickets and ensure to close them within given TAT.
Monitoring applications and providing key insights to the stakeholders.
Managing Legacy workflows, attending routing email requests, monitoring virtual machines/polling apps and ensuring smooth flow of contents E2E.
UATs/PITs support to Operations
Handing customer cases within ETAs
Handling exceptions of all auto processes in the workflow and provide insights to Tech teams/process owners regarding tech problems.
Publishing key reports to management regarding stocks/inflows/outflows
L1 Support team in Singularity is one of the critical teams in Clarivate Editorial Business. The team has a clear goal of helping Operations and Technology with Production issues by doing detailed RCAs of problems in addition to facilitating testings/UATs/PITs. The team is first point of contact for all Singularity users for any type of production problems.
Hours of Work
Rotational shifts
At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.