Capgemini Recruitment Drive 2023 | For Provisioning Support Analyst

The job description entails handling Service Now tickets, incidents, and requests by analyzing the details and taking appropriate action.

The incumbent will ensure that incidents and requests are resolved within the SLA, with a minimum of 96%. Additionally, the job requires extracting data from the asset database and Service Now tool and preparing timely, accurate reports.

Maintaining process documentations and updating them on a regular basis is also a vital aspect of the role.

The candidate must be able to assist depot tech in getting in touch with other resolving teams as part of provisioning and highlight outages to incident management, which hamper teams’ productivity and daily business.

Experience in handling tickets on recognized ticketing systems such as BMC Remedy, HP IT Service Manager, or Service Now is a must.

Knowledge of asset management is an added advantage, and the candidate should have a good understanding of IT Service Management concepts such as SLA, OLA, etc.

Furthermore, the job role requires excellent knowledge and experience in MS Excel analysis and reporting, including the use of formulas and functions.

The candidate should have excellent spoken and written communication skills as the job role involves closely coordinating with onshore teams, clients, and users based in the UK and North America on a daily basis.

The candidate must be able to prioritize tasks based on their impact and urgency, and work in rotational shifts for North and South America time zones, including IST night shifts.

It is mandatory for the candidate to take complete ownership of the task at hand, adhere to agreed timelines, and be willing to learn and innovate to improve process efficiency.

• Online Application Submission
• Online Test- Aptitude Test, Technical Test
• Interview
• Selection