Qualtrics Application Support: HR IT

We are seeking a dedicated Qualtrics Application Support with 2-4 years of experience to join our support team. In this role, you will ensure the smooth operation of our HR applications by handling second-level incidents, collaborating with various stakeholders, and driving continuous improvement initiatives. Responsibilities Incident Management:

Handle and resolve second-level incidents/tickets in the Service Management Tool, prioritizing based on urgency and quality for HR applications.

Problem Analysis:

Investigate recurrence and patterns in support needs to design holistic solutions, collaborating with subject-matter experts for escalations as necessary.

Collaboration:

Work closely with Global Application Support Specialists, IT developers, and other support teams to ensure seamless operations and effective issue resolution.

Vendor Coordination:

Liaise with vendors for issue resolution, case/incidents creation, and SLA follow-up.

Consultation Coordination:

Coordinate with first-level support groups to share consultation hours and best practices.

Documentation:

Prepare and update technical documentation for troubleshooting and first-level support procedures.

Training Development:

Create training materials and conduct training sessions as required to enhance team knowledge and capability.

Release Management:

Analyze and coordinate the release management process, including new releases, features, and enhancements.

Testing Activities:

Conduct testing activities, including preparing testing scenarios, reviewing test cases, performing tests in different instances, and maintaining documentation.

Tracking Maintenance:

Create and maintain tracking files to monitor progress and incidents.

System Maintenance:

Manage test data, maintain test users, and carry out system cleaning activities as needed.

Content Management:

Develop and manage application-related content for community platforms and docupedia.

Process Improvement:

Engage in continuous process improvement, collaborating regularly with stakeholders on topics such as interfaces and data security.

Knowledge Acquisition:

Build and maintain knowledge of dependent applications or systems to enhance support capabilities.

Ad-Hoc Support:

Assist with ad-hoc activities and new work packages as required.