Associate

Key Responsibilities

• Customer Interaction: Respond to user inquiries, access problems, and issues with Supply Chain (SCM) applications via email, phone, or ticketing tools.
• Relationship Management: Communicate daily with various customers to manage relationships and ensure high satisfaction levels.
• Stakeholder Reporting: Prepare and communicate timely reports to Business stakeholders regarding operational breaches and service status.
• Collaboration: Work closely with peer department personnel and specialists on tasks outside immediate scope to ensure organizational alignment.
• Issue Resolution: Handle incoming queries and help requests from end-users, performing initial problem assessment and detail gathering.
• Technical Diagnosis: Reproduce reported problems and attempt resolution through available self-services.
• Escalation: Identify repeated issues and raise them for permanent solve through next levels.
• System Knowledge: Understand software applications used to track merchandise and remain aware of all steps in the delivery process.
• Ticket Management: Maintain detailed records of user issues and support processes by opening and managing help desk tickets.
• Documentation: Create, edit, and maintain department-wide Process Documents and Standard Operating Procedures (SOPs).
• Operational Guidance: Guide operations teams regularly on operational breaches and update procedural knowledge.
• Efficiency: Determine ways to improve product delivery and take action when delays occur.
• Shift: 24/7 Rotational Shift (Mandatory requirement).

Qualifications & Skills

• Technical Skills: Good understanding of ITSM framework, ServiceNow, JIRA.
• Programming: Basic knowledge of programming languages to follow code execution and debug.
• Analytical: Strong problem-solving and analytical skills with great attention to detail.
• Communication: Fluent in English; developed written and verbal communication skills.
• Soft Skills: Independent, self-motivated, and highly organized worker.