Off Campus Drive 2020 Job In Birlasoft Limited In Pune

Birlasoft is a partner of SAP across ERP Implementations, Product Support and Cloud Development This partnership is more than 2 decades and has been consistently evolving towards expansion SAP Business Intelligence is one such Product Suite that has been a crucial product offering in the space data analytics and has a customer base of more than 10,000.

• Issue Solving – Troubleshooting and providing technical resolution on issues reported by customers through tickets, chat or expert mode, for enterprise product suite like SAP Analytics, Business Intelligence, etc
• Knowledge Transfer – Continuous technical upskilling for self and the peers, documentation of accrued knowledge
• Additional Tasks

1) Case Solving – on Portal and Expert Chat

• Resolve known errors by means of documentation – SAP Notes, Knowledge Base Articles, solved customer incidents, documentation, WIKI or verifying customized entries or hardware parameters
• Perform root cause analysis and provide solutions in complex environments for specific fields/areas
• Achieve a high level of customer satisfaction through individual case work
• Escalate on time and good quality – keep incidents aged days to a minimum
• Enterprise Support KPI adherence
• Very High incident handling
• Maintain and follow your personal development plan by attending e-Learning Lessons and Remote Learning Sessions, Classroom Training, Coaching and on the job training
• Participate in weekend support activities as required
• Provide extended and 24 hour coverage if required
• Report errors to development organizations
• Involvement in case reduction tasks like creation of Knowledge Base Articles and notes, contribution in community and, forums

2) Knowledge Transfer

• Coaching and Mentoring
• Continuous Knowledge Management contribution by Creating Knowledge Base Articles and WIKI Documents
• Deliver standard application/technology trainings and workshops
• Perform knowledge transfer to internal staff and external customers & partners
• Produce e-Learning Content (Forums/Wiki to help with incident deflection)
• Drive creation of Knowledge in area of expertise and drive proactive proliferation of knowledge created externally and internally

3) Additional Tasks

• Product specialization – be a product expert in at least one product area
• Develop deeper technical skills like reading code / debugging / creation of small corrections where applicable / SQL
• Work as a functional expert in de-escalation and war rooms (Engage in critical customer situations – eg: CIM escalation, account escalation)
• Participate in internal projects driven by internal requirements
• Be involved in CoE/IMS activities driven by business requirements
• Take initiatives improving the team’s performance and efficiency