Service Management Specialist

Skill required: Business Reporting & Governance - Reporting Analytics

Designation: Service Management Specialist

Qualifications:Any Graduation

Years of Experience:7 to 11 years
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What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.Candidate who is good in excel and MIS reports are looked at for these skillsThe Business Reporting and Governance vertical helps to deploy and deliver robust tracking mechanism for SLA/KPI or any other operations on a day-to-day basis. The Governance team will be responsible for contractual compliance of various aspects of contract like Governance, Reporting, Incident Management, Change Management and Survey Management along with driving automation and analytics. Assessing, managing, using, improving, monitoring, maintaining, and protecting organizational information through a system of decision rights and accountabilities for information related processes, executed according to agreed-upon models which describe who can take what actions, with what information, when, under what circumstances and using what methods.Prepare management reports and analysis, both recurring and ad-hoc. It focuses on tracking business performance through trusted data and insights while actively managing employee behaviors.

What are we looking for Program Project ManagementAnalysis and ReportingBusiness Intelligence (BI) Reporting ToolsAdaptable and flexibleAbility to perform under pressureWritten and verbal communicationProblem-solving skillsCollaboration and interpersonal skillsMicrosoft ExcelMicrosoft PowerPointEffective communication and organization skills with Polished, professional presenceClient and Stakeholder Management experience.Experience in reporting of contractual metrics and operational KPIsDemonstrate ability to achieve customer satisfaction through a managed service framework.Facilitation skills and Virtual teaming experienceAdaptability to change.Effective collaboration skills and experienceAdept in working across a heavily matrixed organization.
Roles and Responsibilities: In this role you are required to do analysis and solving of moderately complex problems May create new solutions, leveraging and, where needed, adapting existing methods and procedures The person would require understanding of the strategic direction set by senior management as it relates to team goals Primary upward interaction is with direct supervisor May interact with peers and/or management levels at a client and/or within Accenture Guidance would be provided when determining methods and procedures on new assignments Decisions made by you will often impact the team in which they reside Individual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture Please note that this role may require you to work in rotational shiftsProficient in MS Office with advance knowledge in excel formulas.Ability to create Nice & User friendly excel / Bi dashboards. Ability to create meaningful presentation through PowerPoint.Knowledge in Power Automate, Power Apps, PowerbiAutomation abilities using VBA MacrosGood Understanding of processes like (e.g., F&A, Marketing Operations, HR, Procurement and Supply Chain)People / Team ManagementWork on one or more projects. Ensure Daily / Weekly / Monthly Reports are delivered on time with accuracy.Deliver ad hoc reports.Connect with stakeholders to understand the business requirement and deliver the reports accordingly.Should have ability to perform Analysis on historical data and generate insights by finding trends in data to spot any anomaly to the stake holders.Drive Value Adds by automating reports / processes to drive and bring in efficiency.Connect with Stakeholders and drive governance around performance metrics.Individual Contributor or Manage a team dedicated for the assignment and drive performance.
Qualification
Any Graduation