Sitel (Chennai): IT Service Management Business Analyst / Knowledge Engineer | CTC Upto 7 L pa (Net) | JC/2156

 Interview Process:

 

·        Post CV Screening Ridhima will provide a time slot to connect your candidate for a con call

·        Post her short listing, candidate's profile will be shared with the client

• Candidate should have Desktop / Laptop with WiFi connection mandatory

·        Please try to process candidates who as join immediately

·        Work from Home

 

Sr. No.

Candidate Name

Location

Total Experience

Relevant Experience

Current Company

Current Designation

Current CTC

Expected CTC

Notice Period

Reasons To Quit

Communication Skills on the scale of 10

Domain Knowledge on the scale of 10

Previous Company 1

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Previous Company 5

 

Company Website: https://www.sitel.com/

Sitel is a telemarketing and outsourcing business headquartered in Nashville, Tennessee. It maintains 108 sites in 21 countries

The original SITEL (Systems International Telemarketing) was founded in 1985 by James F. Lynch, as a result of his purchase of HQ800,

an answering service company owned by United Technologies, for just $165,000. After the signing of its first major client in 1988,

Allstate Insurance, SITEL's client list rapidly grew.

Today the company serves many Fortune 500 companies, and some of the world's largest, most well-known brands

 

 

Job Code	JC/2156
Process	IT Service Management Business Analyst / Knowledge Engineer
No. of Requirements	1
Gender	Male / Female
About Process	Proactive problem management through trend analysis and incident elimination within IT Service Management
	Responsible for eliminate re-work, provide cost savings, increase revenues and increase client/customer satisfaction within the sites
	Identifies opportunities/issues, defines and manages problems
	Defines the organizational structure of problems and the interfacing with the functional work streams associated with tasks
	Directs and controls all work performed within the problem framework and has the authority for problem element's task assignment and schedule(s). Responsible for daily communications and formal problem reviews with all stake holders. Recommends solutions and controls, and implementing approved recommendations. Ensures accurate quality measurements and tools are implemented within infrastructure
	The Knowledge Engineer governs and implements the Knowledge Management (KM) strategy by building professional relationships with internal/external clients and key stakeholders to increase operational efficiencies and performance metrics
	This position promotes and ensures adherence to the industry-wide Knowledge Centered Support (KCS SM) methodology, collaborates with and influences Leaders to develop and install business processes and behaviours that meet clients' varying Knowledge Management needs
	Responsibilities include collaborating across accounts, including Site Directors, clients, Service Desk (SD) Managers, Subject Matter Experts (SMEs), and Project Managers (PMs) to implement knowledge services, best practices and continual improvements
	Meets all problem SLA (Quality, Delivery and Cost)
	Identifies, tracks, and manages tasks, and resolves problem issues
	Proactively disseminates problem information/reporting to all stakeholders
	Identifies, manages, and mitigates risk
	Ensures that the overall solution is of acceptable quality
	Proactively manages scope to ensure that only what was agreed to be delivered, unless changes are approved through scope management procedures
	Defines and collects metrics to give a sense for how the actions to the open problem is progressing and whether the deliverables produced are acceptable
	Manages the overall work plan to ensure work is assigned and completed on time and within budget
	Drive incidents out of the system through trend analysis
	Identify opportunities for knowledge and training company-wide for IT Services
	Create actionable deliverables based on data and information in our ITSM and related systems
	Support, engage and report results to senior leaders
	Develop and champion opportunities company-wide to improve the customer experience, eliminate problems and drive efficiencies
	Lower client and production system impact
	Decrease call handling times
	Promote shift left
	Drive in-depth incident, change and problem management through trend analysis
	Interface with potential clients representing Knowledge Services' offerings to assist in the proposal of knowledge management strategies used for new customer solutions
	Develop strong client relationships by understanding client's products/services and business requirements to apply KM best practices for meeting those needs
	Onboard new accounts to Knowledgebase tool and assist in account end-to-end setup customizing knowledge services according to Statement of Work (SOW)
	Join client meetings as required providing qualitative input for interpreting account's KM processes and performance metrics
	Lead meetings to collaborate with internal clients, SMEs and management team on KM topics, including continual service improvements, quality assurance, and metrics used to improve performance metrics
	Share best practices and innovative solutions across the KM end-user community via company knowledge forum to build capability for leveraging effective repeatable processes across accounts
	Advocate KCSSM methodology to provide guidance and support to technical writers, ensuring adherence to content guidelines, standards and high-quality knowledge articles created for client and self-service, end-user facing audiences for each client's business process/toolset
	Oversee top driver analysis to identify and prioritize required knowledge, collaborate with SMEs and technical writers to ensure quality of knowledge documentation utilizing best practices
	Collaborate with technical writers, multiple SMEs to research and gather technical data required to create knowledge based on client's products, processes, and applications
	Communicate regularly informing internal clients, site leaders and knowledge contributors of knowledgebase updates (tooling/process updates, change releases, workarounds, downtime)
	Disseminate information to share KM tools and resources (job aids, quick references, toolkits) for internal clients/end-user community to build capability with KM processes
	Generate and provide knowledge base metrics to measure usage ensuring support members are meeting defined participation rate, conduct in-depth analysis consulting with site leaders to ensure accountability to enable continuous KM process improvements
	Create KM reports for client monthly meetings/Quarterly Business Reviews (QBRs) and format standard presentation deck interpreting findings
	Build reporting capability for contributors at account level to generate KM client SOW monthly reports
	Partner with business analysts to conduct top driver analysis: Review ticket data and identify high-volume ticket categories resolvable by Service Desks and beyond ensuring all tickets have knowledge articles with complete resolutions
	Accountable for researching, monitoring, and resolving issues/solutions reported through client systems and channels as first point of contact
	Enforce adherence to KCS process ensuring validation process occurring to improve quality and relevancy of articles linked to tickets
	Ensure contributors and SMEs are cross-trained by each account's KM business process enabled by unique toolset
	Provide ongoing training/coaching techniques for support members adhere to KCSSM practice, increase KCSSM adoption rate, and quality assurance for linked articles
	Establishment of KCSSM methodologies and best practices within Global IT Service Desk business operations sites and internal ITSD sites
	Establishment of controls and procedures to help ensure that KCSSM methodologies and being effectively implemented and are having a quantifiable, measurable effect on Service Desk performance (Service Delivery, Quality, Cost)
	Recommend required practices, processes and management behaviors desired to ensure that SITEL maintains an effective, repeatable and self-perpetuating KCSSM practice that is  aligned with Global IT Service Desk goals and objectives and meets contractual obligations with our clients
	Recommend actions to ensure that deviations from established and recommended KCSSM practices are promptly recognized and corrected
	Proficient with Excel Pivot tables and PowerPoint to visually present data
	Strong customer service skills
	Strong verbal and written communication skills with ability to collaborate, influence and when appropriate, challenge others, including  internal/external clients, KM key stakeholders, SMEs,and SD Managers
	Strong understanding of the call center industry and operations. Ability to work in a dynamic, fast-paced environment
	Understanding and ability to use statistical process analysis. Demonstrated ability to develop professional relationships and interact with all levels of internal and external clients
	Understanding and ability to use math principles, charts and graphs
Title	IT Service Management Business Analyst / knowledge Engineer
Location	Chennai
Requirement	Good Communication Skills (8/10)
	3 + years of Relevant Experience from BPO Background only
	2 – 4 years of Technical Writing experience
	Four years of call centre end user support experience And two years of demonstrated use of Lean Sigma, Six Sigma, Project Management tools and methodologies, or equivalent experience. Green Belt required, black belt preferred
	4 - 6 years of experience as a Knowledge Engineer or an equivalent role
	4 - 6 years of experience with knowledgebase architecture, requirements gathering, business process engineering, taxonomy, classification
	1-2 years of experience in providing level 1.0 IT support to end users, preferred
	1-2 years of Business Analysis experience, preferred
	Demonstrable experience with successfully implementing KCSSM methodologies
	Demonstrable experience with applying Change Management principles and techniques
	Strong analytical, incident and problem management skills with the ability to manage multiple tasks simultaneously, resolve problems and present appropriate business solutions and recommendations
	Strong interpersonal skills demonstrating the ability to work independently and with a cross functional team
	Excellent technical (MS Project, Word, and Excel), math/statistical skills and business objects for reports
	Business Analysis skills, specifically pertaining to the analysis of ticket and telephony data for the purpose of implementing KCSSM methodologies
	Strong interpersonal and leadership skills
Education	College degree in a business–related field or equivalent experience
	Lean Sigma or Six Sigma Green Belt training or certification preferred
Shift Timings	US Shift Time
Transport Boundaries	Please source candidates from Chennai only
Transport Facility	Depends on shift timings
Salary range	5 – 7L pa
Weekly off	5 Days working – Saturday & Sunday fixed off
Age	Upto 35 years
USP	Designation, Growth Opportunities, Salary
Rounds of interview	Sr. Manager (Check previous experience, Qualification, Age, Communication skills, Compensation, Stability)
	Director (Check stability, Attitude, Salary, Knowledge, etc.)
Documents	Designation, Growth Opportunities, Salary
Clawback	90 Days