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Maplecroft
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Service Operator I

Service Operator I

Maplecroft

0 - 2 years

2 - 3 Lacs

hyderabad

Posted:1 day ago| Platform:

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Skills Required

environment management administration itsm support services service delivery management continuous improvement operations technical support service operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

The Service Operator I is expected to be receptive to Continuous Improvement initiatives and start to contribute their own ideas for improving the Service.
They should be able to identify tickets that have not lead to customer success and raise them in team meetings or escalate them.
A formal tertiary qualification, preferably in computer science, business information systems or other subject which involves some degree of technical analysis, and/or, professional experience which is clearly evidencable

o Strong attention to detail

o Able to communicate effectively with both customers (technical and non-technical) and internal stakeholders

o Motivated, Self Starter

o Able to manage own workload and manage expectations of stakeholders

o Confidence to seek support of peers and management as required

o Good grasp of Microsoft Office

Service Request Processing

o Understand our Service Operations processes

o Identify that a ticket is a request for a particular process

o Carry out the process accurately

o Deal with most process deviations and escalate when unable to

Defining, creating and implementing new Service Requests

o Communicate with wider team members about new Service Operations Processes and help to document and standardise them such that they can be routinely handled by any Service Operator

o With support from the team, analyse and document new processes

o Help improve and suggest ideas for existing Service Requests, including assisting with Service Request automations

Identification of Service Operation Processes

o Build relationships with wider team and start to understand opportunities to bring Service Requests into Servicing Team

Other general responsibilities

o Have an awareness of be proficient in executing and adhering to department processes in which training has been supplied

o Working within a team environment helping colleagues to achieve team goals

o Through IT Service Management tooling to collect information relating to client requirements pertaining to service requests

o Undertake administrative tasks needed to deliver support services to the clients

o Escalating/engaging with Technical Support, Development, Client Environment Management and Service Delivery Management teams as required

o Have a basic awareness knowledge of some business processes and associated products which Verisk sells to help clients deliver their business processes

o Developing an understanding of customers business and operational environment

o Assisting with the creation of help centre articles and internal training materials to support business and technical understanding of others

o Ensure that any risks are raised with senior management or via standard process

o Ensure that clients data is secure and properly managed

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