Innovior
Website:
innovior.com
Job details:
Innovior is a leading boutique Digital Transformation consultancy.
About The Role
We are looking for a proactive Analyst to join our Managed Services team. This role is ideal for someone who enjoys client interaction, problem-solving, and working with modern automation and cloud technologies. You will play a key role in supporting our clients by managing service tickets, ensuring timely resolution within SLAs, and building strong stakeholder relationships.
Key Responsibilities
- Service Ticket Management:
- Monitor and respond to client tickets in ServiceNow promptly and within agreed SLAs.
- Provide clear, professional updates and resolutions to clients via email and ticketing systems.
- Client Engagement:
- Build rapport with client stakeholders through effective communication and regular updates.
- Conduct and participate in client-facing meetings to discuss ticket status, issues, and improvements.
- Reporting & Metrics:
- Prepare and deliver reports on ticket volumes, resolution times, and SLA compliance.
- Collaboration & Upskilling:
- Work closely with senior consultants and technical teams to resolve complex issues.
- Stay open to learning and upskilling in Microsoft Power Platform, UiPath, Azure services, and data analytics.
Skills & Qualifications
- Strong written and verbal communication skills with excellent email etiquette.
- Must have minimum experience of 6 months -1 year as RPA developer
- Ability to manage multiple tickets and priorities in a fast-paced environment.
- Basic understanding of IT service management tools (e.g., ServiceNow).
- Interest in automation (UiPath), cloud platforms (Azure), and data analysis.
- Comfortable in client-facing situations and able to present updates confidently.
Nice to Have
- Exposure to Microsoft Power Platform (Power Apps, Power Automate, Power BI).
- Familiarity with UiPath RPA and Azure services.
- Knowledge of ITIL principles or service management best practices.
Note: The shift timings will be 9:00 am- 6:00 pm Australian time
Click on Apply to know more.