India onlyAt Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.
About the Role
We are looking for a proactive Analyst to join our Managed Services team. This role is ideal for someone who enjoys client interaction, problem-solving, and working with modern automation and cloud technologies. You will play a key role in supporting our clients by managing service tickets, ensuring timely resolution within SLAs, and building strong stakeholder relationships.
Key Responsibilities
- Service Ticket Management:
- Monitor and respond to client tickets in ServiceNow promptly and within agreed SLAs.
- Provide clear, professional updates and resolutions to clients via email and ticketing systems.
- Client Engagement:
- Build rapport with client stakeholders through effective communication and regular updates.
- Conduct and participate in client-facing meetings to discuss ticket status, issues, and improvements.
- Reporting & Metrics:
- Prepare and deliver reports on ticket volumes, resolution times, and SLA compliance.
- Collaboration & Upskilling:
- Work closely with senior consultants and technical teams to resolve complex issues.
- Stay open to learning and upskilling in Microsoft Power Platform, UiPath, Azure services, and data analytics.
Skills & Qualifications
- Strong written and verbal communication skills with excellent email etiquette.
- Must have minimum experience of 6 months -1 year as RPA developer
- Ability to manage multiple tickets and priorities in a fast-paced environment.
- Basic understanding of IT service management tools (e.g., ServiceNow).
- Interest in automation (UiPath), cloud platforms (Azure), and data analysis.
- Comfortable in client-facing situations and able to present updates confidently.
Nice to Have
- Exposure to Microsoft Power Platform (Power Apps, Power Automate, Power BI).
- Familiarity with UiPath RPA and Azure services.
- Knowledge of ITIL principles or service management best practices.
Note: The shift timings will be 9:00 am- 6:00 pm Australian time
Australia