Qualtrics Application Support: HR IT

Company Description

Bosch Global Software Technologies Private Limited is a 100% owned subsidiary of Robert Bosch GmbH, one of the world's leading global supplier of technology and services, offering end-to-end Engineering, IT and Business Solutions. With over 28,200+ associates, it’s the largest software development center of Bosch, outside Germany, indicating that it is the Technology Powerhouse of Bosch in India with a global footprint and presence in the US, Europe and the Asia Pacific region.

Job Description

We are seeking a dedicated Qualtrics Application Support with 2-4 years of experience to join our support team. In this role, you will ensure the smooth operation of our HR applications by handling second-level incidents, collaborating with various stakeholders, and driving continuous improvement initiatives.ResponsibilitiesIncident Management:

Handle and resolve second-level incidents/tickets in the Service Management Tool, prioritizing based on urgency and quality for HR applications.

Problem Analysis:

Investigate recurrence and patterns in support needs to design holistic solutions, collaborating with subject-matter experts for escalations as necessary.

Collaboration:

Work closely with Global Application Support Specialists, IT developers, and other support teams to ensure seamless operations and effective issue resolution.

Vendor Coordination:

Liaise with vendors for issue resolution, case/incidents creation, and SLA follow-up.

Consultation Coordination:

Coordinate with first-level support groups to share consultation hours and best practices.

Documentation:

Prepare and update technical documentation for troubleshooting and first-level support procedures.

Training Development:

Create training materials and conduct training sessions as required to enhance team knowledge and capability.

Release Management:

Analyze and coordinate the release management process, including new releases, features, and enhancements.

Testing Activities:

Conduct testing activities, including preparing testing scenarios, reviewing test cases, performing tests in different instances, and maintaining documentation.

Tracking Maintenance:

Create and maintain tracking files to monitor progress and incidents.

System Maintenance:

Manage test data, maintain test users, and carry out system cleaning activities as needed.

Content Management:

Develop and manage application-related content for community platforms and docupedia.

Process Improvement:

Engage in continuous process improvement, collaborating regularly with stakeholders on topics such as interfaces and data security.

Knowledge Acquisition:

Build and maintain knowledge of dependent applications or systems to enhance support capabilities.

Ad-Hoc Support:

Assist with ad-hoc activities and new work packages as required.

Qualifications

Must-Have Skills: Degree in Business Administration, Computer Science, Human Resources or similar Strong knowledge of HR applications and experience with Service Management Tools. Experience handling and resolving second-level incidents/tickets. Strong analytical skills for problem-solving and solution design. Ability to collaborate effectively with cross-functional teams. Proficient in creating and updating technical documentation and training materials. Familiarity with testing methodologies, including preparation of test scenarios and execution of test cases. Excellent verbal and written communication skills. Good-to-Have Skills: Experience liaising with vendors for issue resolution and SLA follow-up. Knowledge of coordinating new releases, features, and enhancements. Experience in continuous improvement initiatives and best practices. Understanding of data security and interfaces related to application support. Experience in content creation for community platforms and knowledge-sharing documentation. Flexibility to handle ad-hoc activities and new work packages as they arise.

Additional Information

2-4 years