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Service Management

Job Location: Noida

Job Number: 3044

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- Job description

Job Summary:

• Supports an account to deliver one or more of the following Field Ops scope of services: change control, issue/problem management, governance, satisfaction surveys, reporting, and service definition framework.

• Liaises with Service Management Process Owners for Capability, Governance, Change, Issues, Satisfaction Surveys and Reporting

• Liaises with Internal Controls and Compliance Team as required



Key Responsibilities:

• Collaborates with Center of Excellence team members on reporting, change, and satisfaction survey capabilities

• Supports continuous improvement and organization development activities

• Participates in ad hoc area or global projects as required

• Responsible for delivering one for more of the following to one or more accounts:

Reporting Capability:

• Collect performance data from service delivery, etc.

• Produce first draft of client facing reports

• Perform metric gap & trending analysis

• Produce final drafts for operational reports & business reports

Change Capability:

• Change Form Management

• Facilitate Impact Assessment

• Submit for Approval

• Verification

• Tracking

• Communication

• Reporting

Satisfaction Survey capability:

• Validate input

• Rollout survey

• Send reminders

• Close/consolidate results

• Preliminary analysis



Knowledge/Skills Requirements:



Required

• Effective communication and organization skills

• Polished, professional presence

• Experience in Service Management processes and reporting on SLA metrics

• Demonstrated ability to achieve customer satisfaction through a managed service framework

• Facilitation skills

• Virtual teaming experience

• Adaptabi
Bachelor’s degree (or geography equivalent)– Business or technology preferred Accountability/Scope: • Accountable for the completion of standard and non-standard tasks within the scope of the function. • Selects the most appropriate procedures from a given set of solutions/procedures. • Able to recognize and act on non-standard situations and adapt work to business goals. • Escalates issues and seeks advice when faced with complex issues/problems. • May have regular interaction with users around first line queries/requests for information. • Subject to general supervision of progress against results. • Applies procedures to ensure accuracy of output and adopts continuous improvement approach. People/Knowledge: • May coordinate the work of a small team in areas of high volume transaction processing. • Required to share knowledge and experience with others. • Required to assist less experienced or temporary staff. • Working knowledge of one functional area. • Sufficient understanding of a range of standard processes/individual complex procedures to enable application of existing practices and minor modification where approved. Work Requirements: • Minimal to no travel • Flexible hours to accommodate global meeting times

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

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