Job
Description
About Mitsogo | Hexnode:
Mitsogo
is a global organization that highly values the contributions of each employee. Our ability to attract top talent is a testament to our commitment to fostering a sense of belonging for everyone. We recognize the rapid evolution of technology and society that impacts our industry, and we prioritize equipping our employees with diverse opportunities and empowering them with a wide range of skills.
Hexnode
the Enterprise software division of Mitsogo Inc., was founded to simplify how people work. Operating in over 100 countries, Hexnode UEM empowers organizations in diverse sectors. Fueling the transformation to a seamless ecosystem of connected tools, Hexnode is revolutionizing the enterprise software and cybersecurity landscape.
Job Brief:
We are seeking a detail-oriented and proactive Process documentation Analyst to join our team. This will be a non-technical role, responsible for managing the lifecycle of incidents and service requests being made by Technical Support Team members, ensuring that they are appropriately prioritized, routed, tracked, and resolved in accordance with SLAs. The ideal candidate will be highly organized, familiar with ticketing tools such as Zendesk, Salesforce, Jira, ServiceNow, and proficient in using Microsoft Excel and Word for reporting and documentation
Responsibilities:
•
Ticket Management:
Monitor incoming incidents and service requests through ticketing tools like Zendesk or Jira.
•
Incident Routing:
Ensure proper routing of tickets to the correct agents or teams based on the nature of the issue, urgency, and priority.
• SLA & Prioritization:
Classify and categorize tickets based on priority and urgency, ensuring adherence to Service Level Agreements (SLAs).
•
Ticket Lifecycle Management:
Oversee the entire lifecycle of tickets, from creation to resolution, ensuring timely updates and closure of incidents.
•
Documentation:
Create, maintain, and update detailed process and incident documentation, including issue resolution steps, workflows, and incident logs.
• Cross-Functional Collaboration:
Work closely with cross-functional teams (e.g., technical support, product, engineering) to address and resolve incidents efficiently.
•
Escalation Management:
Identify when an issue needs to be escalated and promptly alert the
appropriate team or individual, ensuring that critical incidents are handled with urgency.
•
Reporting:
Utilize Microsoft Excel to track and report on ticketing metrics
•
Communication:
Keep stakeholders informed of ticket status and any significant incidents or updates, ensuring clear and effective communication across teams.
•
Continuous Improvement:
Identify opportunities for process improvements, helping to refine
workflows and optimize the overall incident management process.
•
Ticketing Tools:
Familiarity with Zendesk, Jira, or similar ticketing tools, with a clear understanding of ticket categorization, escalation paths, and reporting features.
•
SLA Knowledge:
Strong understanding of Service Level Agreements (SLAs), including how to prioritize incidents based on urgency and impact
Technical Proficiency:
Proficient in using Microsoft Excel for tracking data, creating reports, and analyzing metrics. Ability to use Microsoft Word for creating documentation and procedural guides.
•
Communication:
Strong written and verbal communication skills, with the ability to clearly convey technical and process-related information to both technical and non-technical stakeholders.
• Problem-Solving:
Strong analytical and problem-solving skills, with the ability to quickly identify issues and determine appropriate next steps.
• Attention to Detail:
High attention to detail, ensuring tickets are classified and routed correctly to avoid delays and miscommunication.
• Team Collaboration:
Ability to work effectively with cross-functional teams, facilitating collaboration and problem resolution across departments.
Job Title:
Process documentation Specialist
Location:
Chennai,Tamilnadu
Reports to:
Manager – Product Consultant
Job Type:
Full-time
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