SME - BEYONDTRUST, Thycotic Privilege Manager, ThycoticPrivilegeMgr

About the role

The Subject Matter Expert (Support & Ops) plays a critical role in enhancing operational efficiency by ensuring timely resolution of escalated incidents and maintaining high-quality service standards. This position demands a focus on customer satisfaction and continuous improvement through effective communication and knowledge sharing with team members and stakeholders.

What you'll do

• Oversee The Timely Resolution And Quality Compliance Of Escalated Incidents Using Beyondtrust And Active Directory, Ensuring Adherence To Agreed Slas And Quality Norms
• Validate Change Order Implementation Plans And Ensure Human Error Compliance While Participating In Capacity Planning Discussions To Optimize Resource Allocation
• Foster Positive Customer Relationships By Engaging In Customer Meetings To Address Concerns And Gather Feedback, Ultimately Driving Customer Satisfaction
• Conduct Thorough Analyses, Including Root Cause And Trend Analyses, To Produce Actionable Insights And Performance Reports For Presentation To Key Business Stakeholders
• Proficiency In Beyondtrust And Active Directory Management

What you need

• Active Directory
• SOP writing
• Communication
• Any graduate

Good to have

• ITIL