HomeData Science JobsDuck Creek Technologies | is Hiring | Service Center Analyst | BigDataKB.com...

Duck Creek Technologies | is Hiring | Service Center Analyst | BigDataKB.com | 2022-04-05

Job Location: Mumbai

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES

  • Responsible for the client s success with the DCT solution by driving the resolution of raised client issues, providing updated information on releases, and responding to base software questions

  • Identify potential escalations and notify Support leadership

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    Modify existing reports and dashboards to more efficiently monitor case progression, identify bottlenecks, and raise risks

  • Monitor high priority OnPrem/OnDemand base defects and aid in creating a consolidated list of client fix priorities for Product teams

  • Update Salesforce account information (Product versions, Go-Live dates, contacts, etc.)

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    Ensure licensing delivery is confirmed by the client and stored for historical reference

  • Key contributor of initiatives to standardize processes, drive case efficiency across our OnDemand portfolio, and introduce Salesforce configurations to address existing challenges

  • Create training modules to be used by the team, mentors other Service Desk members, and provides performance feedback when required

  • Proactively follow up on pending old/stale cases and routinely observe to bring to closure

  • Work with minimal oversight

  • Perform other related duties and activities as required

QUALIFICATIONS/REQUIREMENTS

Education and Work Experience:

  • Bachelor s degree, or foreign equivalent, in Software/Computer Engineering, Computer Science or related degree

  • Work Experience: Minimum 3 years

  • Customer Management Experience: Minimum 2 year

  • Product/Industry Experience: Minimum 1 year

Specialized Knowledge, Skills, and/or Abilities:

Awareness of:

  • Salesforce

  • ServiceNow

  • Reporting and analyzing data

  • Case Submission Tools (Salesforce, Azure DevOps, TeamTrack, TFS, JIRA, etc.)

  • Client contract and license delivery

Knowledge of:

  • The Duck Creek solution

  • Reporting tools for issue tracking systems

  • Strong communication collaboration skills

  • Complex problem-solving skills

  • Effective negotiation skills

  • Escalation mitigation skills

  • Release priority negotiation skills

  • Time Priority management skills

  • Ability to facilitate meetings and client priorities for release

  • Ability to create trusted relationships

  • Ability to provide critical timeline reporting for leadership

  • Understanding the Duck Creek release process

  • Understanding of the Duck Creek product licensing site and execution per contracts

Apply Here

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