Business Analyst - Performance Management

Overview

This role resolves simple to moderate technical problems involving hardware and software, guides customers proactively to prevent problems, and documents technical solutions tailored to client requirements.

What you'll do

• Resolve simple to moderate technical problems involving hardware and software encountered through interactions with internal and external businesses and end users, using proactive notification systems.
• Guide customers proactively to mitigate the occurrence of problems.
• Represent the organization through customer visits, industry conferences/trade shows, and vendor meetings.
• Construct, present, and document comprehensive technical solutions that cater to specific client requirements.
• Evaluate complex or unique installations or configurations and provide recommendations for effective resolution.
• Validate solutions to ensure they align with and meet customer-specific requirements.
• Facilitate partner integration through well-documented processes and technical guidance.
• Articulate case summaries and resolutions, and contribute to the Knowledge Management System (KMS) through written and verbal communication.
• Collaborate with team members as needed to meet internal or external business and end user Service Level Agreement (SLA) demands.
• Develop conclusions, recommendations, and written reports, contributing through research and data analysis support and sharing knowledge to foster a knowledge management culture.
• Work independently on moderate scope problems, applying professional expertise and judgment, and resolve issues by following company policies and procedures.

What you'll need

• Four-year or Graduate Degree in any area, or any other related discipline, or commensurate work experience or demonstrated competence.
• Typically 2-4 years of work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field, or an advanced degree with little or no work experience.
• Knowledge and skills: Amazon Web Services; Automation; Computer Science; Customer Relationship Management; Customer Support; Debugging; Java (Programming Language); Linux; Operating Systems; Product Support; Python (Programming Language); Root Cause Analysis; Scripting; Software As A Service (SaaS); SQL (Programming Language); TCP/IP; Technical Services; Technical Support; Unix; Workflow Management.
• Cross-org skills: Effective Communication; Results Orientation; Learning Agility; Digital Fluency; Customer Centricity.

Details

• Location: Bengaluru, Karnataka, India.
• Employment type: Full time.
• Schedule: Services. No shift premium (India).
• Responds to routine issues within established guidelines; impacts the immediate team as an informed team member providing analysis and limited project direction input.