SME - Ivanti Shavlik

About the role

As a Subject Matter Expert in Support & Operations, you will play a critical role in ensuring the timely resolution of escalations and incidents related to IVANTI Patch for SCCM (Shavlik). Your expertise will drive quality compliance and customer satisfaction through effective analysis and mentoring, while facilitating communication with key business stakeholders.

What you'll do

• Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets By Analyzing Incidents Related To Ivanti Patch For Sccm (Shavlik) As Per The Sla
• Mentor Team Members And Administrators By Preparing Sops And Maintaining Effective Documentation, While Facilitating Knowledge Sharing And Communication Across The Team
• Validate Change Order Implementation Plans And Ensure Human Error Compliance While Actively Participating In Capacity Planning To Optimize Resources And Operations
• Foster Positive Customer Feedback And Satisfaction By Participating In Customer Meetings To Identify And Resolve Any Issues Related To Ivanti Patch For Sccm (Shavlik)
• Validate Analyses Such As Root Cause Analysis And Trend Analysis, Preparing Reports To Facilitate Performance Evaluation And Effectively Communicate Findings To Key…

What you need

• SOP writing
• Root cause analysis
• Communication
• Any graduate

Good to have

• ITIL