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    Business Analyst @ Bay Area, CA - San Francisco, United States - EdgeGlobal LLC

    EdgeGlobal LLC
    EdgeGlobal LLC San Francisco, United States

    3 weeks ago

    Default job background
    Description

    Role :
    Business Analyst (used Markdown Language,

    Google Apps:
    gMail, gCalendar, )

    Location :
    Bay Area, CA - ONSITE - Looking for Local Candidates only

    Long Term contract

    Job Description

    Administration Activity Description

    Basic User administration- to include activating / deactivating users Upgrade user access
    General Support Answer/Troubleshoot User Queries.

    Process Requests.

    Report system issues via creating a case with Workfront Support.
    Documentation
    Build/Troubleshoot simple to complex reports.
    Meet with customers.
    KT
    Google / Adobe Meetings
    Perform configurations in Workfront and change management.
    Customize users' experience with layout templates, groups, statuses, forms, dashboards, etc.
    Develop FAQs, monitor support queue, audit dashboards for critical data, monitor(projects, templates, workflows)
    Proactive Support Targeted Release changes- notifications to affected users. Quarterly
    Develop and refine operations models including processes, tools, systems, etc.
    Coordinate with Customers to test new features in Preview.
    Update Documentation & Training material.
    Perform follow up activities.
    Active communications- known issues, open tickets, minor impacts System usage monitoring and cleanup Sub activities
    Monitor system performance. Report system and emergency outages and system restorations to the user community.
    Manage/cleanup outdated open proof and approvals- delete or archive.
    Monitor and close out projects that are 100% complete and not set to close.
    Identify fields that can be reused.
    Metrics monitoring for process control.
    Manage/review reports, views, filters, groups, custom forms, fields identifying those that have not been used that can be removed.

    Twice annual Global Workfront Audit:
    cleanup dashboards, users/licenses, templates not used, which projects are open that should be closed.
    Monitor Fusion scenarios and perform minor updates as needed.
    Documentation Create g3docs page using Markdown language.

    Incident Management Services.


    Contractor will provide end user incident management support for the Workfront application during India (IST) and US (PST) business hours as determined and agreed upon by the Parties.


    Process Improvements Services:
    Contractor will:

    Provide ongoing recommendations for process improvements.
    Provide recommendations for automation that will cause increased service quality, user self-service, or efficiency gains.

    Identify metrics to measure goals of process improvement initiatives, tracking before and after changes are made, to validate that goals are met.

    i. Review all of the foregoing with appropriate Google management personnel and/or track leads for alignment.

    ii. Implement a customer satisfaction measurement and improvement process.


    REQUIREMENTS:
    Contractor will provide the following Workfront related Services :

    Quickly adapt to changing needs, infrastructure, and evolving business processes.
    Work closely with the user community, to analyze issues, to understand requirements, and to rapidly deploy solutions.
    Monitor critical jobs and interfaces and take corrective action as needed.
    Work closely with cross-functional teams, including application development teams and functional leads.
    Work directly with end users on issue resolution, and process development.
    Analyze support metrics, extract trending data, provide status reports and provide continuous improvement recommendations.
    Create and maintain support documentation using

    Google Apps:
    gMail, gCalendar,

    #J-18808-Ljbffr
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