Job Description

Location: Gurugram, India

Date Posted: Jan 29, 2026

Description

About Alvarez & Marsal

Alvarez & Marsal (A&M) is a global consulting firm with over 10,000 entrepreneurial, action and results-oriented professionals in over 40 countries. We take a hands-on approach to solving our clients' problems and assisting them in reaching their potential. Our culture celebrates independent thinkers and doers who positively impact our clients and shape our industry. The collaborative environment and engaging work--guided by A&M's core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity - are why our people love working at A&M.

The Team

We are building a centralized GCC capability to support the successful launch and longterm operations of our Performance Development technology ecosystem:

PROPEL, Quantum, and the upcoming Global PD Tool. As part of the FY26 rampup, we anticipate hiring two fulltime GCC team members to support critical functions across: Level 1 user support & triage Test case creation and QA execution Training, documentation, and enablement o Business Unit content and configuration input management A structured, tiered support model (L1 L2 L3) This team will ensure employees and managers across regions experience smooth, reliable, and highquality interactions with our PD tools.

How you will contribute

Performance Development tools only drive impact if users trust the experience. GCC analysts will serve as the front line of global support, resolving user issues, identifying trends, and ensuring seamless coordination with PD, BIU, IT PMO, and L2/L3 teams. These roles also directly contribute to the Global PD Tool development executing test cycles, validating releases, and ensuring quality prior to golive. This is a unique opportunity to join at the foundational stage of a global transformation effort and shape the future of PD technology across the firm


The ideal candidate will have one or more of the following responsibilities:


1. Track A > Level 1 Support (PROPEL, Quantum & Global PD Tool Launch Support)

Serve as the first point of contact for user issues; triage, troubleshoot, and resolve user driven errors; escalate system or configuration issues to Level 2 via ServiceNow Deliver or co-deliver user training, office hours, and enablement sessions during rollouts; maintain FAQs, job aids, and quick reference guides Ensure SLA adherence through timely triage, proactive follow up, and clear documentation. o Validate fixes, patches, and release items in Sandbox prior to L2/L3 deployment when requested Identify recurring issues and contribute to root cause analysis and knowledge base updates.

2. Track B > QA/ Content (Global PD Tool- Development Phase)

Partner with the PD Team and BIU/IT PMO to curate and maintain BU content, reference data, and configuration inputs required for the Global PD Tool Translate business requirements into test cases; execute functional, regression, and UAT testing; log defects and verify fixes Support test plans including entry/exit criteria, acceptance criteria, and quality gates. o Validate system behavior in Sandbox and support release readiness for production promotion Participate in data validation for test environments, including provisioning/manager alignment checks as appropriate.

3. Shared Responsibilities (All Tracks) o Use ServiceNow to log, categorize, route, and close incidents/requests with full lifecycle documentation

Handle sensitive performance and employee data with discretion Ensure issues are escalated through the appropriate channels based on severity, risk, confidentiality requirements, and data privacy policies. Support launch readiness--office hours, training calendars, checklists, communications, and user transition activities Partner with GPO PD stakeholders and BIU/IT PMO on prioritization, change impacts, and cross platform dependencies Provide weekly metrics including SLA performance, first contact resolution, defect leakage, test coverage, etc Maintain and update knowledge base articles, internal documentation, and support artifacts Contribute to continuous improvement of support workflows, user experience, and quality assurance processes.

Qualifications

The ideal candidate will have one or more of the following responsibilities: 2-4 years of experience in application support, QA/UAT, or ITSM operations for enterprise platforms Handson experience with ServiceNow or similar ITSM platform (ticketing, routing, escalation). o Experience developing test cases, executing QA cycles, logging/verifying defects, and partnering with technical teams Strong communication skills with the ability to simplify complex workflows and deliver effective user training Detail oriented, structured problem solver with strong documentation discipline. Familiarity with Workday, Quantum, and/or performance management processes (e.g., manager/PM assignments, dashboards) Exposure to Power BI, basic SQL/Excel for data validation, and Sandbox vs. Production release workflows Experience supporting global rollouts, including time zone collaboration and localized documentation Understanding access management, provisioning, or user data validation processes. Analytical Problem Solving: Ability to identify root causes, spot patterns, and propose data informed solutions Attention to Detail: Critical for QA accuracy, documentation quality, and user triage User Empathy & Service Mindset: Communicates clearly, anticipates user needs, and builds trust Systems Thinking: Understands how tools, data, and workflows interact across PROPEL, Quantum, and Global PD Communication & Enablement: Skilled at simplifying complex concepts and conducting user training Cross Functional Collaboration: Works effectively with PD, BIU, IT PMO, and global teams. o Adaptability: Thrives in evolving environments and embraces iterative improvements Process Discipline: Ensures SLAs, documentation, testing standards, and escalation paths are consistently followed

Your journey at A&M

We recognize that our people are the driving force behind our success, which is why we prioritize an employee experience that fosters each person's unique professional and personal development. Our robust performance development process promotes continuous learning, rewards your contributions, and fosters a culture of meritocracy. With top-notch training and on-the-job learning opportunities, you can acquire new skills and advance your career. We prioritize your well-being, providing benefits and resources to support you on your personal journey. Our people consistently highlight the growth opportunities, our unique, entrepreneurial culture, and the fun we have together as their favorite aspects of working at A&M. The possibilities are endless for high-performing and passionate professionals.

Inclusive Diversity

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A&M's entrepreneurial culture celebrates independent thinkers and doers who can positively impact our clients and shape our industry. The collaborative environment and engaging work--guided by A&M's core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity--are the main reasons our people love working at A&M. Inclusive Diversity means we embrace diversity, and we foster inclusiveness, encouraging everyone to bring their whole self to work each day. It runs through how we recruit, develop employees, conduct business, support clients, and partner with vendors. It is the A&M way.

Equal Opportunity Employer

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It is Alvarez & Marsal's practice to provide and promote equal opportunity in employment, compensation, and other terms and conditions of employment without discrimination because of race, color, creed, religion, national origin, ancestry, citizenship status, sex or gender, gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, family medical history, genetic information or other protected medical condition, political affiliation, or any other characteristic protected by and in accordance with applicable laws. .

Unsolicited Resumes from Third-Party Recruiters

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Please note that as per A&M policy, we do not accept unsolicited resumes from third-party recruiters unless such recruiters are engaged to provide candidates for a specified opening. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that A&M will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.