CIVICA
Information Technology
2018-11-15 11:52:10
βΉ500000
2-4 Yrs
Vadodara
Responsibilities: 1. Commercial Activities Reviews customer exit dates and initiates renewal process Review commercial information provided and identify trends e.g. services taken, services not used 2. Perform data analysis Review existing reports to identify trends in data and changes in patterns and behavior Directly manipulate data from Civica Service Desk to identify meaningful correlations Using a variety of data analysis approaches review data and identify trends and patterns Cut data into new and meaningful ways to improve services / identify issues Allocate actions to owners to progress 3. Execute Works Order Monitor SDP New Business notification Receive work requests, log on tracker Ensure requests are made in the correct format Assign requests to correct owner Monitor response back and chase if required to ensure SLA is met Receive final submission, ensure details are correct and send final quote to customer Field customer queries and escalations Escalate non- adherence to the process 4. Pipeline Management Monitor SDP New Business mailbox Receive new business requests, log on tracker Ensure requests are made in the correct format Assign requests to correct owner Monitor response back and chase if required to ensure SLA is met Receive final submission, ensure details are completed Field customer queries and escalations Escalate non- adherence to the process Skill Mandatory/ Beneficial Years Experience of working in an IT environment Mandatory 2 Experience of working in a Commercial / Data / Reporting Analyst role Mandatory 2-3 Understanding of data analysis techniques & tools Mandatory 2-3 Excel knowledge, up to and include macros Mandatory 2-3 Basic knowledge / understanding of IT service / Infrastructure Beneficial 1-2
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