Consultant

Job Description (Posting).

Build upon and enhance strategic partnerships processes across ServiceNow s Cloud Infrastructure

Partner with the Engineering, Network, Procurement teams to own and manage the Partner relations

Manage QBR s and surveys of vendors performance

Assist is driving Vendor MSA, Beta agreements with ServiceNow departments and Legal

Organized technical discussions, service improvements plans

Conduct surveys and gather feedback to present to internal and external teams

Capture and report on vendor performance with internal departments using the Qualtrics platform

(1.) To adhere to quality standards, regulatory requirements and company policies (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (3.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans. (4.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (5.) To provide support for on call escalations orL3 level support and doing incident and problem management (6.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.