Job Description

Incidence Management:
Responsible for ensuring that all incoming issues are dealt with efficiently by L1 and L2 agents, identifying potential problem and high profile (i.e. Critical & VIP users) issues and ensuring they are raised quickly and appropriately.
The role ensures that the output from Incident Management process is of high quality and provides Service Desk and Finance Management with the right level of business intelligence.
Works closely with Service Delivery Managers building and maintaining effective working relationships across GBS & Finance organizations.
Single point of contact to analyze, interpret and resolve Finance Service Desk critical issues, complaints or ad\xe2\x80\x93hoc requests related with Finance Service Desk function including scheduled and ad\xe2\x80\x93hoc chase & age ticket management, ServiceNow reporting, etc\xe2\x80\xa6
Working in flexible shift schedule Monday \xe2\x80\x93 Friday 8:00 AM till 02:00 AM
Finance Service Desk training start date \xe2\x80\x93 1st March 2023 and end date \xe2\x80\x93 31st March 2023
Responsibilities:

• Manage Service Desk ticket queue, distribute ticket assignment across multiple Service Desk functions ensuring response times and first time fix figures meet or exceed critical metrics driving Customer satisfaction
• Support Level 1 and Level 2 Agents while making a decision if an Incident has the potential to become a high priority, assessing business impact and urgency and finally raising as appropriate
• Identifies and takes control of unallocated incidents e.g. \xe2\x80\x98grey area\xe2\x80\x99, Acts as escalation point for Service Desk Specialists where resolution ownership is disputed resolving \'orphan\' tickets ownership & accountability
• Provides high quality reports from ServiceNow, analyses and draws conclusions based on data. Owns Service Desk issue resolution and business notifications across Finance Service Desk Team
• High operational awareness of operational issues within Finance and prepared to contribute to resolution actions as required. Participates in continuous service improvement and contribute to knowledge base validation. Is aware of the service performance and supports improvements implementation

Knowledge Management:
Work closely with Service Owners to create, validate and review knowledge articles ensuring that the Finance Service Desk can handle every Customer contact.
Knowledge Specialist is responsible for maintenance of the ServiceNow knowledge base, make sure that content is relevant, up to date and of sufficient quality to be viewed and used on the day to day operations by Service Desk team members.
Contribute and work with self\xe2\x80\x93service Knowledge Managers.
Knowledge Specialist monitors and reports on usage and usefulness of the knowledge systems. During Service handovers, responsible for leading knowledge transfer phase gathers information from the project team and convert it into knowledge base articles.
The role proactively supports usage of knowledge management processes and is collaborating with other Finance experts in global organisation.
Responsibilities:

• Work with Service Owners to ensure sufficient knowledge documentation is available for each Finance solution
• Day to day ServiceNow knowledge base article review (create, edit, update, archive)
• Communicate changes within processes in agreement with Training Lead, Support Leadership Management team in developing shift left initiatives, re-engineering and improvements to processes
• Supports team members on specific work or process streams including ensuring aligned processes, procedures and work instructions are produced to required standard and are trained upon
• Owner of knowledge management process and design processes for service desk
• Ensuring consistency of knowledge system align with GBS functions and unify knowledge management focusing not only on the Finance function

Experience:

• Understanding end to end Finance business processes.
• Basic Project management experience
• Analytical skills to evaluate the information gathered from various sources, reconcile conflicts, decompose high\xe2\x80\x93level information into details.
• Ability to handle critical issues in a timely and effective manner; Experienced in handling multiple urgent tasks.
• Cause and effect \xe2\x80\x93 diagnose larger problems based on incoming calls. Understand the Finance systems and key issues
• Good Management and communication skills, hosting and facilitating of Incident Management meetings;
• Service Management & GBS awareness.
• Ability to schedule and facilitate training sessions for internal and external resources;

Competencies:

• Minimum qualification - B. Com.
• Fluent spoken and written English
• Time/Task Management, Attention to detail
• Decision Making & Judgment
• Communicating, Presentation, Influencing
• Knowledge Sharing / Demonstrating Knowledge
• Reuse, Facilitation Planning & Organizing, Managing & Controlling
• Technology Awareness & Technology Leverage, Process Expertise
• Requirements Assessment, Analytical Problem Identification
• Prioritizes and organizes own work to deliver to agreed timelines
• Identifies relevant areas for questioning
• Developing techniques for presenting information
• Persuades others in straightforward situations
• Keeps tabs on technology changes and their impacts in own sphere
• Develops and reuses practical solutions within own technology area
• Anticipate internal/external business issues; uses knowledge to focus work and drive improvements
• Use business plans to focus and drive work
• Conflict Management, Decision Making & Judgment
• Planning & Organizing, Managing & Controlling
• Requirements Assessment, Problem Diagnosis & Solution
• Assess Customer experience and report to management candidly
• Identifies problems and appreciates the issues required to resolve them
• Can act as an escalation point in absence of Team Leader
• Can convey the team\xe2\x80\x99s goals clearly and motivates other team members
• Can set objectives fairly and share fair feedback
• Can give feedback in a balanced manner
• Promotes collaboration, coaches and guides others
• Responds to Customers requests in non\xe2\x80\x93standard situations
• Suggests changes to processes and methods
• Appreciate Customer needs, assessing the full requirements; identifies solutions to non\xe2\x80\x93standard requests
• Leads diagnosis and fixing of problems within the service, working with vendors as required
• Appropriate raising of technical or other issues
• Solves some small problems in order to maintain relationship with Finance leaders and Partners.
• Handles meetings develops critical path criteria, prioritizes requirements and proposed items prior to discussion.
• Understands low level (\xe2\x80\x9cnuts & bolts\xe2\x80\x9d) technical details (e.g. operating system, job control, scheduling, file structures, code structures, and transaction structures).
• Is able to apply this knowledge to highlight problems & identify solutions.

Travel Requirements: up to 10%