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Support IT service operations for ERP, audit tickets for process and quality adherence, publish findings, manage service management data, validate partner reports, analyze data using ServiceNow and Power BI, govern incidents and major incident RCAs, and ensure training and process improvements.
Job Purpose and Impact
The Application Support Analyst, will support the delivery of information technology service operations, which primarily consists of being responsible for the performance of internal and external service providers. In this role, you will apply general knowledge of information technology to build partnerships with vendors & businesses as well as internal information technology platform teams. By understanding business requirements, you will continuously improve the effectiveness of end to end information technology services inclusive of applications, infrastructure and security components.
Key Accountabilities
Qualifications
The Application Support Analyst, will support the delivery of information technology service operations, which primarily consists of being responsible for the performance of internal and external service providers. In this role, you will apply general knowledge of information technology to build partnerships with vendors & businesses as well as internal information technology platform teams. By understanding business requirements, you will continuously improve the effectiveness of end to end information technology services inclusive of applications, infrastructure and security components.
Key Accountabilities
- Auditing of the tickets for process and quality adherence based on the defined parameters.
- Publishing the Audit findings to the ERPF Instance Service Delivery team.
- Push for mitigation of structural process gaps by highlighting noncompliance areas.
- Management of data in Service Management tools for ERPF.
- Maintain updated data in the open repository for IT support activities - Infoquest.
- Ensure Development and training plans in place for all employees, and monitor the progress regularly.
- Hands On working knowledge of the reporting tools - ServiceNow, Power BI etc.,.
- Ensure a good understanding of all the performance metrics & reports delivered by the partners, validate monthly reports and report out exceptions.
- Ability to slice and dice data from multiple sources & highlight inferences to the leadership.
- Monitor and Govern Incidents/Service Requests for Process & Quality Adherence.
- Governance during the Major Incident for process compliance, contribute in RCA's of the Major Incidents.
Qualifications
- Bachelor's degree in a related field or equivalent experience with minimum 4 years of IT Service and Support Management experience.
- Prior working experience Service Now in ITSM tools and processes area.
- Experience in the Application Maintenance and Support.
- ITIL V4 Foundation Certified is preferred.
- Experience in Service Management of SAP and Service Management tools.
- Experience working in complex environment with multiple partners.
Top Skills
Infoquest
Itsm
Power BI
SAP
Servicenow
Cargill Bengaluru, Karnataka, IND Office
Cargill’s office is part of a major IT hub in Bengaluru, offering top-tier amenities, including a vibrant cafeteria, sports facilities, and digitalized services. Convenient housing and dining options, and robust transportation make the location a convenient place to live and work.
Bengaluru Office
Cargill’s Bengaluru India Capability Center (ICC) plays a vital role in advancing the company’s global strategy. As a hub for digital and data innovation, the ICC is a strategic engine powering growth with customers, strengthening core operations, and exploring new and emerging markets. The Bengaluru team exemplifies Cargill’s commitment to people, purpose, and collaboration. The team’s work is central to bringing Cargill’s digital strategy to life and shaping the future of food and agriculture.
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What you need to know about the Bengaluru Tech Scene
Dubbed the "Silicon Valley of India," Bengaluru has emerged as the nation's leading hub for information technology and a go-to destination for startups. Home to tech giants like ISRO, Infosys, Wipro and HAL, the city attracts and cultivates a rich pool of tech talent, supported by numerous educational and research institutions including the Indian Institute of Science, Bangalore Institute of Technology, and the International Institute of Information Technology.
