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    Specialist - System Management (Zendesk) - Orlando, United States - LTIMindtree

    LTIMindtree
    LTIMindtree Orlando, United States

    3 weeks ago

    Default job background
    Description

    About Us

    LTIMindtree is a global technology consulting and digital solutions company that enables enterprises across industries to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies. As a digital transformation partner to more than 700+ clients, LTIMindtree brings extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes in a converging world. Powered by nearly 90,000 talented and entrepreneurial professionals across more than 30 countries, LTIMindtree a Larsen & Toubro Group company combines the industry-acclaimed strengths of erstwhile Larsen and Toubro Infotech and Mindtree in solving the most complex business challenges and delivering transformation at scale. For more information, please visit

    Job Title: Specialist - System Management (Zendesk)

    Work Location
    Orlando, FL

    Job Description

    Understand the operations team tasks and draft end-to-end workflow for email support and chat support using Zendesk.

    Define & configure teams, source-based assignment, skill-based assignment, roster management, SLAs, escalation matrix for email and chat.

    Share requirements with tech/product team for integration with database.

    Identify which fields to be passed, what/when needs to be updated etc.

    Requested Updates

    Theme updates

    Adding new category tiles

    Updating graphics

    General UI updates

    Enabling languages

    Import/Export data across environments.

    B. In support of this project, the consultant shall perform the following Services:

    Consultant will perform the requirement analysis of the identified incidents.

    Consultant will perform support and maintenance along with team.

    Consultant will write the Test case scenarios and perform QA testing.

    Identify the potential test automation opportunities and define best practices.

    Consultant will fix the Defects logged during User Acceptance Testing ("UAT") process.

    Consultant will perform knowledge transition of the solution the team.

    C. Knowledge Transfer

    Provide documentation and handover of automated scripts to the appropriate DWS member, to demonstrate automation framework and execution and results of automated test cases.

    Documentation shall include information how-to of testing tools used, limited to how they are utilized to create automated test cases, automation framework, and end-to-end execution of automated test cases.

    Conduct hands on training to the team members to walk through all the components outlined within this Statement of Work.

    Understand the operations team tasks and draft end-to-end workflow for email support and chat support using Zendesk.

    Define & configure teams, source-based assignment, skill-based assignment, roster management, SLAs, escalation matrix for email and chat.

    Share requirements with tech/product team for integration with database.

    Identify which fields to be passed, what/when needs to be updated etc.

    Recurring Updates

    Annual Copyright date changes

    SSL certificate renewal

    Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree ( LTIM ):

    Benefits and Perks:

    Comprehensive Medical Plan Covering Medical, Dental, Vision

    Short Term and Long-Term Disability Coverage

    401(k) Plan with Company match

    Life Insurance

    Vacation Time, Sick Leave, Paid Holidays

    Paid Paternity and Maternity Leave


    The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.

    Disclaimer: The compensation and benefits information provided herein is accurate as of the date of this posting.

    LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.

    Safe return to office:
    In order to comply with LTIMindtree s company COVID-19 vaccine mandate, candidates must be able to provide proof of full vaccination against COVID-19 before or by the date of hire. Alternatively, one may submit a request for reasonable accommodation from LTIMindtree s COVID-19 vaccination mandate for approval, in accordance with applicable state and federal law, by the date of hire. Any request is subject to review through LTIMindtree s applicable processes.

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