IKEA - 3A - Technical Process Specialist - NJ at Infosys Limited in Bridgewater, New Jersey

Job Description:

Technical Process Specialist

In the role of Technical Process Specialist, you will provide professional, service minded and dedicated support to the assigned business area based on defined Service Level Agreements, being the connection between end-users and product teams. Drive modern support principles fulfilling co-workers' support needs in a timely and seamless manner, being the single point of contact for all digital related questions and issues requiring deeper knowledge and skillset. Strengthen the support by increasing the ability of solving more complex problems closer to the end users, saving time and effort for both the end-users and product teams

Responsibilities
• Solve more complex issues within the assigned business area, coming in through different support channels in order to improve co-worker efficiency
• Register, analyze, prioritize, solve and assign all incoming cases during the agreed time in an accurate and efficient manner ensuring high level of quality
• Drive communication towards end-users and product teams about the progress of ongoing cases by continuous monitoring, analysis, following up and escalation of the case if needed
• Drive the support organization's assignment and goals towards the business area by being involved in cross functional work
• Maintain the provisioning, life cycle management and operation of the Product/Service to secure problem and change management
• Lead in continuously improving the quality of support by building, maintaining and sharing knowledge with colleagues using the common knowledge tools in order to secure fulfilment of business needs
• Lead in the daily running of the support, ensuring that it meets the defined agreements, KPIs and OKRs, as well as ensuring compliance towards legislations, policies and other requirements
• Manage the daily operations and prioritization of incoming tickets for the whole support organization securing coordination and handovers between time-zones and cross business areas
• Participate and contribute with input in the Product/Service meetings by acting as an ambassador of the support organization within the business area and facilitate cross-functional meetings (triages) with stakeholders in order to resolve critical issues
• Contribute with knowledge and educate in onboarding sessions with new colleagues to secure common ways of working and working towards common goals
• Apply and promote good support practices within an agile/iterative development approach in order to improve time to market and fulfil business needs

Qualifications
Basic

• High School Diploma or foreign equivalent required from an accredited institution.


• At least 2 years of relevant experience working within the specific technical support area

Preferred
• Formal qualifications in Information Technology or equivalent
• Minimum 2 years of experience of working within the specific technical support area
• Good written and verbal English communication skills
• Preferred: Experience of Agile methodology and ITIL framework

About US
Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company's integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering , automation , and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.
Infosys BPM has 45 delivery centers in 16 countries spread across 5 continents, with 57,694 employees from 111 nationalities, as of March, 2024.
The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company's senior leaders contribute widely to industry forums as BPM strategists.
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