Job Location: Mumbai

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES

• Responsible for the client s success with the DCT solution by driving the resolution of raised client issues, providing updated information on releases, and responding to base software questions

• Identify potential escalations and notify Support leadership

• Modify existing reports and dashboards to more efficiently monitor case progression, identify bottlenecks, and raise risks

• Monitor high priority OnPrem/OnDemand base defects and aid in creating a consolidated list of client fix priorities for Product teams

• Update Salesforce account information (Product versions, Go-Live dates, contacts, etc.)

• Ensure licensing delivery is confirmed by the client and stored for historical reference

• Key contributor of initiatives to standardize processes, drive case efficiency across our OnDemand portfolio, and introduce Salesforce configurations to address existing challenges

• Create training modules to be used by the team, mentors other Service Desk members, and provides performance feedback when required

• Proactively follow up on pending old/stale cases and routinely observe to bring to closure

• Work with minimal oversight

• Perform other related duties and activities as required

QUALIFICATIONS/REQUIREMENTS

Education and Work Experience:

• Bachelor s degree, or foreign equivalent, in Software/Computer Engineering, Computer Science or related degree

• Work Experience: Minimum 3 years

• Customer Management Experience: Minimum 2 year

• Product/Industry Experience: Minimum 1 year

Specialized Knowledge, Skills, and/or Abilities:

Awareness of:

• Salesforce

• ServiceNow

• Reporting and analyzing data

• Case Submission Tools (Salesforce, Azure DevOps, TeamTrack, TFS, JIRA, etc.)

• Client contract and license delivery

Knowledge of:

• The Duck Creek solution

• Reporting tools for issue tracking systems

• Strong communication collaboration skills

• Complex problem-solving skills

• Effective negotiation skills

• Escalation mitigation skills

• Release priority negotiation skills

• Time Priority management skills

• Ability to facilitate meetings and client priorities for release

• Ability to create trusted relationships

• Ability to provide critical timeline reporting for leadership

• Understanding the Duck Creek release process

• Understanding of the Duck Creek product licensing site and execution per contracts

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