Mars Data Insights
Website:
marsdata.in
Job details:
Job Title: ITSM Support & PO/Invoice Analyst
Work Location : Koregaon Park, Pune
Work model: Hybrid
Rel Exp: 4+ years
NP: Immediate to 15 Days
Key Skills:
Mobile TEM Analyst supports, Telephone mobile data analysis, monitoring the ITSM ticket queue, ensuring timely follow-up and reporting, purchase orders and invoice processing, ITSM tools ServiceNow, Jira Service Management, Remedy, Freshservice, ERP exposure such as SAP/Oracle is a plus, Proficiency in Excel pivot tables/reporting.
Project context
The Mobile TEM Analyst supports Telephone mobile data analysis and takes care of operations by monitoring the ITSM ticket queue, ensuring timely follow-up and reporting, and coordinating administrative activities related to telephone mobile services (purchase orders and invoices). The role helps maintain service continuity by ensuring tickets are progressed within agreed timelines and that suppliers are paid on time to prevent service disruption.
Goals and deliverables
ITSM ticket monitoring & reporting
- Monitor the telephone mobile ITSM ticket queue (incidents and service requests) to ensure timely triage, correct prioritization, and proper assignment to resolver groups.
- Track ticket progress and follow up on aging or blocked tickets to support SLA adherence and timely resolution.
- Validate ticket quality (accurate categorization, priority, impacted service/location, required details) and request additional information when needed.
- Escalate critical issues and potential service-impacting incidents according to defined procedures.
- Produce and share regular operational reports (e.g., daily/weekly/monthly) covering volumes, backlog, SLA performance, aging tickets, and recurring issues.
- Identify trends and recurring topics and propose improvements (e.g., knowledge articles, request catalog updates, process enhancements).
Purchase order (PO) and invoice follow-up (Workplace services)
- Track, follow up, and coordinate purchase orders and invoice processing for workplace services (e.g., devices, support services, connectivity, onsite services), in collaboration with Procurement/Finance and service providers.
- Ensure invoices are validated (matching PO, contract terms, approvals, receiving confirmation where applicable) and submitted/processed within agreed payment terms.
- Monitor payment status and proactively resolve issues (missing approvals, mismatched references, disputed charges) to prevent supplier hold or service interruption.
- Maintain accurate documentation and reporting of open POs, invoices due, and payment status; flag risks early to relevant stakeholders.
- Support periodic reconciliations and provide data for budget tracking/forecasting as required.
Required qualifications
- Degree in IT, Business Administration, Finance, or equivalent practical experience.
- Experience with an ITSM tool (e.g., ServiceNow, Jira Service Management, Remedy, Freshservice).
- Experience with PO/invoice follow-up and coordination in a corporate environment (ERP exposure such as SAP/Oracle is a plus).
- Strong organizational skills, attention to detail, and ability to manage multiple priorities.
- Proficiency in Excel (pivot tables/reporting) and comfortable working with metrics and dashboards.
- Strong written and verbal communication skills; customer-service mindset.
share resume to hr@marsdata.in
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