Job Title

 Extend support in managing all applications – ERP, Intranet, Online entrance platforms, etc.  Record all requests raised by end-user and process owners, requested by e-mail / telephone / walk-in, in the ticketing system.  Troubleshoot of issues in front-end application screens and in data updates reported by users, identify the cause of the issue.  Support helpdesk team to identify the cause of user requests and guiding them for appropriate follow up action with the process owner or internal team for technical issues.  Understand and document the requirements for new functionalities and enhancements in various applications.  Prepare SOP document for system operations, quick guides on the system functionalities and provide training/orientation to users.  Respond to the requestor with the ticket and follow up for closure of requests as per the SLA timelines.  Simulate the similar scenarios in the application to check the issue and report the bug to the development team for fixing the issue.  Test the new functionalities, enhancements implemented, reports for consistency in the data across the modules, bug fixes and to ensure the system developed as per the requirements.  Support the User Acceptance testing of the new implementation, enhancements and bug fixes and go live activities.  Grant access to menus as and when the requests are received and as and when the new faculty/staff join, verify the user rights on periodic basis, perform as super admin role.  Working knowledge on various Learning Management Systems – G suite Classroom, Moodle, etc, to support team.  Records all enhancements to the existing reports, formulate new reports for management MIS purpose and collate the change request from process owner.  Acquire new technical skills to support the development activities and other associated applications.  Support the configurations of the application setup, master data, major data updates, operational and year end activities to be performed.  Prepare fortnightly MIS with the number of new developments, Customization enhancement, Tickets raised, and Bugs reported.