New System Development & Process Setup
Co-ordinate with business system users to understand the new enhancements in business application ( EEZETAB ) ; capture the requirement by preparing BA document.
Liaise with IT team to share BA document in developing the new system requirement.
Prepare system test document & execute test cases ; report finds to IT team for deployment.
Prepare SOP / communication document for sales team post successful application deployment.
Is SPOC for Access Control Module ( ACM ) ; grant / remove rights of different users basis the role requirement. Ensure system rights for active users is renewed every quarter.
Is SPOC for Customer focus unit ( CFU ); allocate the queries raised by CFU team to respective VOH’s & ensure resolution within TAT as defined by CFU team.
Is central SPOC for IT asset allocation; Raise IT call basis the zonal requirement , with central IT team & ensure IT assets ( TAB / Dongles ) are getting dispatched to user as per requirement.
Deliver training of new systems / applications to target stakeholders / business application users.
Vendor payment processing check vendor invoices for correctness & raise PR for invoice payment processing.
Real Time support & Escalation Monitoring
Monitor VO service query tracker to ensure tickets raised by VOH’s are getting responded within given TAT.
Prepare regular dashboards & circulate to concerned process owners regarding the queries raised under respective process with status flags.
Prepare & present dashboard for NHOD on various queries raised by sales team & resolution TAT maintained w.r.t to various query categories & propose solution to minimize the queries going forward.