Lead Performance Analytics (Guadalajara)

Role Purpose

The purpose of this role is to provide solutions and bridge the gap between technology and business know-how to deliver any client solution.

Responsibilities

• Bridging the gap between project and support teams through techno-functional expertise.
• For a new business implementation project, drive the end-to-end process from business requirement management to integration & configuration and production deployment.
• Check the feasibility of the new change requirements and provide optimal solution to the client with clear timelines.
• Provide techno-functional solution support for all new business implementations while building the entire system from scratch.
• Support the solutioning team from architectural design, coding, testing and implementation.
• Understand functional and technical design and architecture to be implemented on the ERP system.
• Customize, extend, modify, localize or integrate the existing product by virtue of coding, testing & production.
• Implement the business processes, requirements and underlying ERP technology to translate them into ERP solutions.
• Write code as per developmental standards to decide upon the implementation methodology.
• Provide product support and maintenance to clients for a specific ERP solution and resolve day-to-day queries/technical problems.
• Create and deploy automation tools/solutions to ensure process optimization and increase efficiency.
• Act between technical and functional requirements of the project and provide solutioning/ advise to the client or internal teams accordingly.
• Support on-site manager with necessary details regarding any change and off-site support.

Skill Upgradation and Competency Building

• Clear Wipro exams and internal certifications from time to time to upgrade the skills.
• Attend trainings, seminars to sharpen knowledge in functional/technical domain.
• Write papers, articles, case studies and publish on the intranet.

Deliverables and Performance Parameters

• Contribution to customer projects: Quality, SLA, ETA, number of tickets resolved, problems solved, number of change requests implemented, zero customer escalation, CSAT.
• Automation: Process optimization, reduction in process steps, reduction in number of tickets raised.
• Skill upgradation: Number of trainings & certifications completed, number of papers, articles written in a quarter.

Mandatory Skills & Experience

ServiceNow – IT Service Management. Experience: 5–8 Years.

EEO Statement

Applications from people with disabilities are explicitly welcome.