Consultant - Trackwise

We are looking forward to hire Trackwise Professionals in the following areas :

: Application Support Analyst (L1 / L1. 5)Role OverviewWe are hiring an Application Support Analyst for L1 and L1. 5 support across DocuSign, SmartSolve, TrackWise, and JAGGAER. The role involves handling incidents, service requests, and performing deeper troubleshooting for business-critical enterprise applications. Key Responsibilities1. Incident Service Request Management
- Handle tickets via ServiceNow or similar tools
- Perform triage, prioritization, and resolution within SLA
- Resolve standard issues using SOPs, KB articles, and runbooks
- Escalate complex issues to L2/L3 with proper analysis and documentation
- Provide regular updates to end users

2. Application Support (Mandatory Scope)
- DocuSign: Envelope failures, workflow issues, access
- SmartSolve: Quality workflows, document control, deviations
- TrackWise: CAPA, audit, complaint management
- JAGGAER: Procurement workflows, supplier onboarding
- Support user queries and access issues
- Perform basic configurations and data corrections

3. L1. 5 Troubleshooting
- Analyze recurring or complex incidents
- Perform log and error analysis
- Identify patterns and suggest fixes
- Coordinate with infra and vendor teams

4. Monitoring Operations
- Monitor jobs, integrations, and system health
- Perform daily checks and scheduled tasks

5. Knowledge Management
- Maintain SOPs and knowledge articles
- Update KEDB

6. Compliance Documentation
- Follow audit and compliance requirements
- Maintain proper documentationMandatory Skills- Hands-on experience in at least 2-3 applications: DocuSign, SmartSolve, TrackWise, JAGGAER (MANDATORY)
- Strong understanding of application workflows
- Experience in L1/L1. 5 support
- Knowledge of ITIL processes
- Experience with ticketing tools (ServiceNow preferred)Preferred Skills- GxP/regulated environment exposure
- Basic SQL or log analysis
- Knowledge of integrations/APIs

Experience2-5 years in application support rolesEducationBachelor s degree in Engineering, IT, or related fieldShift ModelWillingness to work in shifts / on-callKPIs- SLA adherence
- First-time resolution
- Ticket quality
- User satisfaction
- Reduction of repeat incidents

Our Hyperlearning workplace is grounded upon four principles

• Flexible work arrangements, Free spirit, and emotional positivity
• Agile self-determination, trust, transparency, and open collaboration
• All Support needed for the realization of business goals,
• Stable employment with a great atmosphere and ethical corporate culture