IT Support Services Analyst

L1 support in Singularity is inviting you to join the team for an exciting career with continuous learnings. The job is full of excitements/challenges and gives an opportunity to work with Operations & Technology. If you want to learn and grow, then it is the right place for you.  As ETL specialist, you will be responsible to work closely with other team members, guide them on problems/resolutions and also work closely with Team Manager apart from handling the assigned tasks/activities to ensure the team is well positioned to achieve both short-term and long-term goals.

We are looking for an ETL Specialist to join our L1 Support Team in Singularity in Hyderabad. This is an amazing opportunity to work on gap opportunities between Operations and Technology in WOS, LS and IP areas. The team consists of 12 people and is reporting to the Azeemuddin Mohammed. We have a great skill set in Handling ServiceNow Tickets, Monitoring Applications, Facilitating UATs/PITs and  in doing detailed RCA of Tech problems and we would love to speak with you if you have skills in Technical support mainly in Client/server architecture.

About You – experience, education, skills, and accomplishments 

• Bachelor’s degree in Computer Science with 2 years in Editorial processes, or equivalent combination of education and experience
• Hands on experience using Salesforce and ServiceNow tools to handle tickets.
• Strong working knowledge of the Microsoft Office Suite products
• Knowledge on client server model, Flatten Data Model and AWS
• Ability to productively work independently and as part of a collaborative team.
• Working in Shift and provide weekend support to teams/processes doing overtime
• Strong analytical skills (e.g. system analysis, troubleshooting, debugging, etc.)
• High level of learning agility, with ability to learn, comprehend and explain complex workflows

It would be great if you also had . . .  

• Having knowledge in writing scripts (JS).
• Knowledge on HTTP protocol/SQL developer tool will be an added advantage.
• Knowledge on Singularity Architecture

What will you be doing in this role? 

Handling L1 tickets and ensure to close them within given TAT.

• Monitoring applications and providing key insights to the stakeholders.
• Managing Legacy workflows, attending routing email requests, monitoring virtual machines/polling apps and ensuring smooth flow of contents E2E.
• UAT/PIT testings support to Operations
• Handing customer cases as per the ETAs
• Handling exceptions of all auto processes in the workflow and provide insights to Tech teams/process owners regarding tech problems.
• Publishing key reports to management regarding stocks/inflows/outflows

L1 Support team in Singularity is one of the critical teams in Clarivate Editorial Business. The team has a clear goal of helping Operations and Technology with Production issues by doing accurate RCAs of the problems in addition to facilitating testings/UATs/PITs. The team is first point of contact for all Singularity users for any type of production problems.

Hours of Work  

Indian Standard Time 6:00AM to 3AM (rotational shifts)

At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.