Job Summary

The Service Line Administrator plays a crucial role in support and operations, focusing on independently resolving tickets and providing on-call support. This position is essential for ensuring high-quality service delivery, optimizing customer satisfaction, and performing root cause analyses to enhance operational efficiency.

Key Responsibilities

1. Ensure Adherence To Quality Standards And Regulatory Requirements By Implementing Best Practices In Service Line Management And Sap Security, Contributing To Overall Compliance.
2. Provide On-Call Support For Escalated Issues, Performing Thorough Root Cause Analysis Using Grc Tools To Identify And Resolve Underlying Problems Effectively.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Delivering Training Sessions For Newcomers, And Coaching Analysts To Foster Skill Development.
4. Independently Resolve Tickets Within Agreed Service Level Agreements (Slas) By Utilizing Sap Security Protocols And Service Line Management Strategies, Ensuring Timely And Effective Solutions.
5. Enhance Customer Experience And Achieve High Customer Satisfaction (Csat) By Focusing On First Call Resolution And Minimizing Rejected Resolutions And Reopened Cases.

Skill Requirements

1. Proficient In Service Line Management, Sap Security, And Grc Tools.
2. Strong Analytical And Problem-Solving Skills For Effective Root Cause Analysis.
3. Solid Understanding Of Regulatory Requirements And Quality Standards In Support Operations.
4. Excellent Communication And Coaching Skills For Training And Mentoring Purposes.

Other Requirements

1. Optional But Valuable Certifications: Sap Certified Technology Associate, Itil Foundation Certification