Engineer Job Vacancy in EY Bengaluru, Karnataka – Updated today

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Full Details :
Company Name : EY
Location : Bengaluru, Karnataka
Position :

Job Description : At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.
Canvas Client Portal Level 2
Position: Senior Associate
Description: This role provides level 2 support for Canvas Client Portal. The role will handle escalated queries through ServiceNow and email. The agent is also expected to contact clients via call and have screen share sessions if engagement teams confirm. This agent will be required to gain in-depth knowledge of Canvas Client Portal and should also be able to troubleshoot technical issues.
Responsibilities
ServiceNow:
Review requests received via ServiceNow
Maintain the SLA on all tickets assigned to the queue
Ensure clear documentation of tickets
Maintain good quality on tickets
Identify instances when the issue should be escalated to Level 3
Follow-up on pending tickets and maintain 3-strike policy on all pending tickets
Ability to pull up reports within ServiceNow
Liaise with L3 team to take the ticket through resolution
Email
Well versed with communicating with clients via email when required
Monitor the mailbox and provide timely responses within SLA
Call:
Schedule calls with clients when required and interact with clients directly to resolve issues faster
Liaise with different teams and coordinate calls with the client and relevant technical teams
Ability to communicate at senior levels within the organization
Skill set requirements:
Excellent customer service skills
Good communication skills with the ability to professionally communicate at all levels of the organization
Excellent written and verbal communication
Eye for detail and ability to apply knowledge gained when dealing with issues and communicating status clearly to the end user – not just scripted response
Strong Analytical skills
Strong troubleshooting skills
Good technical knowledge of internet and understanding of scripts/ codes within the system
Good understanding of ticket documentation and ServiceNow or any other ticketing tool will be mandatory
Good verbal communication skills to communicate with the client via phone when there is a need to connect with the client to troubleshoot issues
Understanding of Azure AD and Azure application functionality will be an added advantage
Knowledge on SQL would be ideal as this role will be expected to analyse logs on SQL DB
Flexible to work on any shift based on business requirements
EY | Building a better working world
EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.
Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.
Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

This post is listed Under  Technology
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