Principal Specialist, IT Design

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Job Summary

The Service Level Support Professional is responsible for managing and resolving VMS-related case management tickets, coordinating with cross-functional teams, and ensuring high standards of quality and compliance with Service Level Agreements (SLA). This role involves regional coordination and continuous process improvement, contributing to the efficiency of case handling and project implementation.

Key Responsibilities

● VMS Case Management: Handle and resolve support tickets raised on platforms like Freshdesk or Service Now, specifically related to Vendor Management System (VMS) tools such as Fieldglass, VNDLY, and Beeline.

● Proactive Ticket Prioritization: Swiftly identify and prioritize crucial, high-impact tickets, with the expectation of same-business-day resolution to minimize business disruption.

● Cross-Squad Collaboration: Support over 20 internal squads by efficiently managing incoming requests, providing expert guidance, and maintaining consistent resolution standards across all interactions.

● Quality & SLA Adherence: Maintain accuracy, timeliness, and full compliance with Service Level Agreements for all support and project tasks.

● Project Management Support: Coordinate with Tech PMs, Associate Tech PMs, and Data Analysts to facilitate the implementation of incoming project requests.

● Process Improvement: Proactively identify recurring case trends, suggest system and process enhancements, and help reduce turnaround time for support cases.

● Documentation & Knowledge Sharing: Contribute to and maintain internal documentation, including FAQs and process references, to standardize responses for recurring issues.

● Regional Coordination: Act as the primary Service Level contact from India, ensuring seamless and collaborative relationships with EMEA, APAC, and NAM teams.

● Data & Reporting: To develop reports and dashboards, identify opportunities for automation. Analyse historical data and current data to forecast volumes 

● Process & Compliance: Maintain audit documentation's and controls, ensuring adherence to contractual SLA's and KPI's. Look forward for driving automation and workflow optimization

Functional and Technical Understanding

• 5+ years of deep, hands-on experience (if exp is 7+ it is an added benefit) with Vendor Management System (VMS) tools, particularly Fieldglass (primary), Beeline, or VNDLY. This experience must include an in-depth understanding of VMS configuration and client setup (e.g., fixing rate cards, deep-dive troubleshooting).

• Proven expertise in core VMS functions, including data uploads, rate configuration, reporting, user access troubleshooting, and managing approval groups. (Open to changes/adaptability based on client/process requirement)

• Familiarity with ticketing tools such as Freshdesk or ServiceNow.

• Familiarity with Salesforce & experience with SAP is a plus

• PMP or ITIL certification (added advantage)

2. Analytical & Process Oriented Mindset

● Demonstrated ability to identify systemic recurring issues and successfully propose process improvements.

● Strong attention to detail, coupled with disciplined documentation habits and a commitment to data entry consistency.

3. Agility & Ownership

● Proven ability to manage and prioritize multiple squad interactions efficiently.

● Willingness to take end-to-end ownership of requests, including proactive communication and follow-up with internal clients.

4. Communication & Collaboration Skills

● Excellent written and verbal communication skills necessary for effective global coordination.

● Experience working in cross-regional or client-facing support environments.

5. Soft Skills & Culture Fit

● A proactive attitude, high accountability, and strong adaptability to different client and team styles.

● Comfortable working within a fast-paced, globally distributed team structure.

Additional Information :

Shift Timings - NAM/EMEA/APAC (Applicant should be comfortable with all 3)

Work Location - Hyderabad(1st)/Bangalore(2nd)/Pune (3rd)

Work Type - Hybrid

Is this the job for you? We would love to hear from you! Please apply directly to the role and we will get in touch with you.