Job Summary

As a Subject Matter Expert in Support & Operations, you will play a critical role in ensuring the timely resolution of escalations and incidents related to IVANTI Patch for SCCM (Shavlik). Your expertise will drive quality compliance and customer satisfaction through effective analysis and mentoring, while facilitating communication with key business stakeholders. Your contributions will significantly impact operational efficiency and customer experience within the organization.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets By Analyzing Incidents Related To Ivanti Patch For Sccm (Shavlik) As Per The Sla, Enhancing Overall Service Delivery.
2. Mentor Team Members And Administrators By Preparing Sops And Maintaining Effective Documentation, While Facilitating Knowledge Sharing And Communication Across The Team.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance While Actively Participating In Capacity Planning To Optimize Resources And Operations.
4. Foster Positive Customer Feedback And Satisfaction By Participating In Customer Meetings To Identify And Resolve Any Issues Related To Ivanti Patch For Sccm (Shavlik).
5. Validate Analyses Such As Root Cause Analysis And Trend Analysis, Preparing Reports To Facilitate Performance Evaluation And Effectively Communicate Findings To Key Business Stakeholders.

Skill Requirements

1. Strong Understanding Of Ivanti Patch For Sccm (Shavlik) And Its Operational Applications.
2. Proficiency In Incident Management And Resolution Processes.
3. Excellent Analytical Skills For Performing Root Cause Analysis And Trend Analysis.
4. Solid Communication And Presentation Skills For Effective Stakeholder Engagement.
5. Familiarity With Documentation Practices And Development Of Standard Operating Procedures (Sops).

Other Requirements

1. Itil Foundation Certification (Optional But Valuable).
2. Certification In Ivanti Products (Optional But Valuable)