Administrator

Primary Location: Noida Position Overview (Job Summary):The Admin/SME will provide high‑quality support across EUC/DWP environments with a strong focus on customer service, technical expertise, and operational excellence. The role involves working closely with business teams, developers, and managed service providers to ensure seamless tool adoption, data-driven improvements, automation opportunities, and continuous enhancement of end-user experience. The position requires strong analytical abilities, communication skills, and hands-on exposure to leading industry tools and technologies. Mandatory/Primary Skills: Proficiency in market‑leading Unified Experience Management (UXM) solutions (e.g.,Nexthink, Aternity, Systrack, 1e Tachyon, ControlUp ). Minimum5 yearsof Infrastructure Technology experience. Minimum3 yearsin deliveringEUC/DWP services . Hands-on/exposure toConversational AI/Chatbot platforms(ServiceNow VA, Avaamo, Yellow.ai, Moveworks, etc.). Experience inService Desk support , including Windows OS, software/app troubleshooting, hardware, services, etc. Strong communication and documentation skills. Ability to work in24x7operational environments. Strong understanding of theEnd User Compute (EUC)portfolio and technical documentation. Secondary Skills: Basic understanding ofSCCM . Basic understanding ofMicrosoft Windows & Apple macOSarchitecture and deployment methodologies. Basic knowledge ofActive Directory . Basic understanding ofCitrix or other VDI technologies . Basic understanding ofSQL . Basic proficiency inPowerShell or similar scripting languages . Hands-on experience withMS Excel and PowerPoint . Exposure toITSM toolssuch as ServiceNow, BMC Remedy, etc. Sub Band with Experience Details: Sub Band:(Not provided in input; typically aligned with mid-level or specialist band) Experience:5+ yearsInfrastructure Technology 3+ yearsEUC/DWP Services Relevant experience with UXM tools and operational support Role and Responsibilities (As per band): Key Responsibilities: Deliver high-quality technical support with strong customer service and timely resolution. Interact with business teams, tech teams, and MSPs to ensure smooth service delivery. Perform periodicEUC/DWP data analysisto identify top issues, volume drivers, and automation opportunities. Ensure tool versions remain current per OEM and business guidelines. Collaborate with VDU leads for data identification andSOP creation . Work with development teams to implement required scripts and automate workflows. Engage with EUC/DWP teams to identify automation opportunities and reduce cycle time. Conduct periodicaudits and assessmentsof tools to identify improvement areas. Monitor dashboards and tool usage trends, and drive necessary actions. Conductlunch & learn sessionsand weekly walkthroughs to improve tool adoption across teams. Additional Responsibilities: Support continuous improvement initiatives across the EUC landscape. Consolidate data into clear, understandable reports and deliverables. Adapt to dynamic environments and provide flexible solutions. Ensure seamless communication between end users, business units, developers, and management. Educational Qualification: Bachelor's degree in a relevant field (e.g., Computer Science, Information Technology) or equivalent professional experience. Certifications: (Not provided in the source JD — suggested relevant certifications may include:) ITIL Foundation Microsoft Certifications (MCSA/Modern Desktop Administrator) UXM platform certifications (Nexthink, ControlUp, Aternity, etc.) ServiceNow certifications (CSA or VA-related)

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