The Job

Senior Analyst(Development)

Technology, Data & Digital · Software & Web Development · Software Engineering

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In short

HCLTech is looking for a Senior Analyst (Development) in Chennai, India. The role involves providing first-level support for a Support Portal, troubleshooting issues, and acting as a liaison between end-users and support teams. Candidates should have strong ITIL knowledge, SQL scripting experience, and familiarity with web applications and Salesforce Experience Cloud.

Responsibilities

  • Provide first-level support to customers, employees, Nokia contacts, and business stakeholders for Support Portal-related issues.
  • Guide, troubleshoot and resolve user account registration, access, and login issues.
  • Investigate user-reported problems and collect detailed diagnostic information, screenshots, and error logs.
  • Serve as a liaison between end users and application support teams to ensure timely resolution of issues.
  • Maintain high levels of customer satisfaction through proactive communication and issue ownership.
  • Track incident progress and communicate status updates to users and stakeholders.
  • Escalate unresolved incidents in accordance with defined support procedures and SLAs.
  • Coordinate with business owners and IT support teams to drive issue resolution.
  • Execute smoke testing activities following maintenance windows and emergency releases.
  • Validate portal functionality using predefined test cases.

Requirements

  • ITIL Foundation knowledge
  • Good knowledge and hands-on experience of SQL Scripting
  • Basic understanding of web applications and Portal technologies
  • Good in Reading, Writing and Spoken English
  • Experience of supporting Enterprise applications
  • Familiarity with Salesforce Experience Cloud
  • Strong teamwork and cross-functional collaboration skills
  • Attention to detail and commitment
  • PL/SQL Scripting
  • UNIX Shell Scripting
  • Good Communication Skills (English - Speak, Write)
#ITIL Foundation#SQL#Web Applications#Portal Technologies#English#Enterprise Applications#Salesforce Experience Cloud#Teamwork#PL/SQL#UNIX Shell Scripting
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Company

HCLTech

Job Posted

1 month ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Senior

Locations

Chennai, India

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