Qualtrics Application Support HR IT
Qualtrics Application Support HR IT
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Job Description
We are seeking a dedicated Qualtrics Application Support with 24 years of experience to join our support team. In this role you will ensure the smooth operation of our HR applications by handling secondlevel incidents collaborating with various stakeholders and driving continuous improvement initiatives.ResponsibilitiesIncident Management:
Handle and resolve secondlevel incidents/tickets in the Service Management Tool prioritizing based on urgency and quality for HR applications.
Problem Analysis:
Investigate recurrence and patterns in support needs to design holistic solutions collaborating with subjectmatter experts for escalations as necessary.
Collaboration:
Work closely with Global Application Support Specialists IT developers and other support teams to ensure seamless operations and effective issue resolution.
Vendor Coordination:
Liaise with vendors for issue resolution case/incidents creation and SLA followup.
Consultation Coordination:
Coordinate with firstlevel support groups to share consultation hours and best practices.
Documentation:
Prepare and update technical documentation for troubleshooting and firstlevel support procedures.
Training Development:
Create training materials and conduct training sessions as required to enhance team knowledge and capability.
Release Management:
Analyze and coordinate the release management process including new releases features and enhancements.
Testing Activities:
Conduct testing activities including preparing testing scenarios reviewing test cases performing tests in different instances and maintaining documentation.
Tracking Maintenance:
Create and maintain tracking files to monitor progress and incidents.
System Maintenance:
Manage test data maintain test users and carry out system cleaning activities as needed.
Content Management:
Develop and manage applicationrelated content for community platforms and docupedia.
Process Improvement:
Engage in continuous process improvement collaborating regularly with stakeholders on topics such as interfaces and data security.
Knowledge Acquisition:
Build and maintain knowledge of dependent applications or systems to enhance support capabilities.
AdHoc Support:
Assist with adhoc activities and new work packages as required.
Qualifications :
MustHave Skills: Degree in Business Administration Computer Science Human Resources or similar Strong knowledge of HR applications and experience with Service Management Tools. Experience handling and resolving secondlevel incidents/tickets. Strong analytical skills for problemsolving and solution design. Ability to collaborate effectively with crossfunctional teams. Proficient in creating and updating technical documentation and training materials. Familiarity with testing methodologies including preparation of test scenarios and execution of test cases. Excellent verbal and written communication skills. GoodtoHave Skills: Experience liaising with vendors for issue resolution and SLA followup. Knowledge of coordinating new releases features and enhancements. Experience in continuous improvement initiatives and best practices. Understanding of data security and interfaces related to application support. Experience in content creation for community platforms and knowledgesharing documentation. Flexibility to handle adhoc activities and new work packages as they arise.
Additional Information :
24 years
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
