Analyst - Intelligent Automation

Job Description

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.
  

• Strong written and verbal communication skills with excellent email etiquette.
• 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 and Power Platform), cloud platforms (Azure), and data analysis.
• Comfortable in client-facing situations and able to present updates confidently.
  
  

• 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