Project Role : Application Support Engineer
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills : Quality Management
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education

Roles • Understand the Client’s technical landscape for endpoint management Service Management Expertise in: • Familiar with ITIL v3/V4 – practical know how • Stakeholder management • SLA management • Service Management governance • Strong analytical and problem solving skills • Ability to perform changes & hold independent conversations with the Client o Establish CLIENT personas and engage in workforce analysis to enable feature prioritization, pilot scoping, adoption and change management planning • Establish and follow CLIENT’s XLAs / KPIs needed to measure progress and success within user experience • Have periodic & adhoc review meetings • Utilize data and reporting available from the CLIENT digital workplace analytics, surveys, feedback and persona insights • Establish and maintain CLIENT user experience development backlog and prioritize improvement opportunities to its roadmap, also keeping an eye on e.g. MSFT roadmap and incorporate relevant topics into roadmap • Communicate CLIENT UX roadmap, release planning and timelines to CLIENT organization regularly to ensure transparency Experience Management skills: • Stakeholder management: To be an interface with the client for employee experience topics across multiple teams. • Analytical mindset: To identify improvement opportunities which could help improve user experience, Identify areas with low score and conduct analysis using both qualitative and quantitative data • Ability to work with poorly defined problem statements or approaches • Team engagement: Work with various product/ Client IT teams to facilitate overall uptick / gradual improvement in user experience • Understand User Profiles, User journeys, dependencies in the Client environment, associated management tools & teams Be the face of the Delivery team for any key issues / problem / changes Tools Experience: • Working experience and knowledge on: o ITSM tools like ServiceNow, Remedy, etc. o End user monitoring tools like Aternity, Nexthink, etc. o Customer Satisfaction Survey tools o Data Analysis tools such as Power BI/ Splunk o UXI Tooling • Interface with UXI Tool developers for keeping it real & enhance as required. Interface with Client’s Change Management functions Interpret any User /Business feedback & identify potential opportunities for improvement Analyze, collaborate & propose Continuous Service Improvement activities & discuss with the Clients. Desirable to understand DEM tools such as Nexthink. Additional Information: - The candidate should have minimum 7.5 years of experience in Quality Management. - This position is based at our Bengaluru office. - A 15 years full time education is required.

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

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