| Business Analyst (Administration ) || Bay Area, CA (Onsite ) at Bay, Arkansas, USA |
| Email: [email protected] |
| Role : Business Analyst Client : HCL || Google Inc Location : Bay Area, CA Onsite / Remote : Onsite JOB DESCRIPTION Administration Activity Description Basic User administration- to include activating / deactivating users Upgrade user access General Support Answer/Troubleshoot User Queries. Process Requests. Report system issues via creating a case with Workfront Support. Documentation Build/Troubleshoot simple to complex reports. Meet with customers. KT Google / Adobe Meetings Perform configurations in Workfront and change management. Customize users' experience with layout templates, groups, statuses, forms, dashboards, etc. Develop FAQs, monitor support queue, audit dashboards for critical data, monitor(projects, templates, workflows) Proactive Support Targeted Release changes- notifications to affected users. Quarterly Develop and refine operations models including processes, tools, systems, etc. Coordinate with Customers to test new features in Preview. Update Documentation & Training material. Perform follow up activities. Active communications- known issues, open tickets, minor impacts System usage monitoring and cleanup Sub activities Monitor system performance. Report system and emergency outages and system restorations to the user community. Manage/cleanup outdated open proof and approvals- delete or archive. Monitor and close out projects that are 100% complete and not set to close. Identify fields that can be reused. Metrics monitoring for process control. Manage/review reports, views, filters, groups, custom forms, fields identifying those that have not been used that can be removed. Twice annual Global Workfront Audit: cleanup dashboards, users/licenses, templates not used, which projects are open that should be closed. Monitor Fusion scenarios and perform minor updates as needed. Documentation Create g3docs page using Markdown language. Incident Management Services. Contractor will provide end user incident management support for the Workfront application during India (IST) and US (PST) business hours as determined and agreed upon by the Parties. Process Improvements Services: Contractor will: Provide ongoing recommendations for process improvements. Provide recommendations for automation that will cause increased service quality, user self-service, or efficiency gains. Identify metrics to measure goals of process improvement initiatives, tracking before and after changes are made, to validate that goals are met. i. Review all of the foregoing with appropriate Google management personnel and/or track leads for alignment. ii. Implement a customer satisfaction measurement and improvement process. TRANSITION SERVICES. Contractor will provide the Transition Services as described in Appendix A-2 (Transition Services). REQUIREMENTS: Contractor will provide the following Workfront related Services : Quickly adapt to changing needs, infrastructure, and evolving business processes. Work closely with the user community, to analyze issues, to understand requirements, and to rapidly deploy solutions. Monitor critical jobs and interfaces and take corrective action as needed. Work closely with cross-functional teams, including application development teams and functional leads. Work directly with end users on issue resolution, and process development. Analyze support metrics, extract trending data, provide status reports and provide continuous improvement recommendations. Create and maintain support documentation usingGoogle Apps: gMail, gCalendar, 5. CONTRACTOR RESPONSIBILITIES. A. Contractor will prepare and facilitate regular business reviews to review performance and present proposed changes at a frequency of no less than once per calendar quarter, to be scheduled during the month immediately following the end of each calendar quarter. Regular business reviews will occur no less frequently than once per month; written status updates will be provided by Contractor to the Google Project Manager no less frequently than once per week. B. Contractor will be responsible for training Personnel on Workfront application. When new applications, or any change made by Google to new or existing functionality (Google Change), are introduced, Google will facilitate the completion of the knowledge transfer process to Contractor, at which time the new application or Google Change will be considered in steady state support. Once such a new application or Google Change is in steady state support, the Contractor will be responsible for training its staff on such a new application or Google Change. Notwithstanding the foregoing, in the event that new functionality is introduced by Contractor (i.e., through a new configuration or monitoring tool), Contractor will be responsible for all training of its staff on such new functionality prior to steady state support. C. Contractor will address tickets entered in Googles Ticketing System (the Salesforce/Buganizer ticketing tool), support queue or otherwise routed to the Contractor support team. Implementation Services and Support Services for Payments Processing Perform system configurations. Configure Users. Assist in piloting teams. Customize the user experience. Document requirements, processes and other tool related information as needed. Coordinate user testing. Perform change management. Assist in planning and execution of the deployment. Assist in the development of training material. Assist training users. Build simple to complex reports. Provide user support. Thanks and Regards ABHISHEK SINGH Senior Recruitment Specialist Intellectt Inc E: [email protected] -- Keywords: information technology California |
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| Wed Dec 27 01:18:00 UTC 2023 |