Job Summary

The Subject Matter Expert (Support & Operations) plays a critical role in the timely resolution of escalations and incidents, ensuring adherence to service level agreements (SLAs) and quality standards. This position is essential for maintaining positive customer satisfaction through effective communication, analysis, and mentoring within the BIGFIX environment.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents Through Thorough Analysis And Adherence To Slas While Utilizing Bigfix For Effective Incident Management.
2. Mentor And Guide Team Members And Administrators By Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation, Fostering A Culture Of Knowledge Sharing Within The Bigfix Team.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance While Actively Participating In Capacity Planning Activities, Contributing To Operational Efficiency.
4. Facilitate Positive Customer Feedback And Satisfaction By Participating In Customer Meetings To Address Issues, Leveraging Bigfix Capabilities To Enhance Service Delivery.
5. Validate And Present Analyses Such As Root Cause Analysis And Trend Analysis To Key Business Stakeholders, Utilizing Insights To Enhance Performance And Inform Decision-Making Processes.

Skill Requirements

1. Proficient In Bigfix With A Strong Understanding Of Its Functionalities And Applications In Support And Operations.
2. Excellent Analytical Skills With The Ability To Conduct Root Cause And Trend Analyses.
3. Strong Communication Skills To Effectively Liaise With Business Stakeholders And Facilitate Knowledge Sharing.
4. Experience In Preparing Documentation And Standard Operating Procedures.

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable For This Role