Principal Consultant - Solution Design
Infosys BPM · Bengaluru · onsite · Posted today
Undisclosed12–16 yrsfulltimeSourced from
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About this role
Job Description
The Process Definition Consultant plays a pivotal role in ensuring a seamless transition of service desk/contact centre operations. This role focuses on capturing current (As-Is) and future (To-Be) service desk and/or Contact Centre processes, analyzing ticket volumes and patterns, identifying deviations from solution design, and ensuring comprehensive documentation and knowledge transfer planning tailored to service desk/contact centre functions.
Roles & Responsibilities
Principal Consultant Solution Design
Subsidary movement/Entity transfer
PUCODE - BCXSD
JD ,
Job Description: Process Definition (PD) Consultant
Job Summary:
The Process Definition Consultant plays a pivotal role in ensuring a seamless transition of service desk/contact centre operations. This role focuses on capturing current (As-Is) and future (To-Be) service desk and/or Contact Centre processes, analyzing ticket volumes and patterns, identifying deviations from solution design, and ensuring comprehensive documentation and knowledge transfer planning tailored to service desk/contact centre functions.
Key Responsibilities:
Due Diligence & Transition Planning
Conduct kick-off meetings to set context and expectations with client SMEs.
Gather and validate volumetric data, effort assumptions, and historical ticket information.
Assess current support structures, call arrival patterns, and user distribution.
Process Understanding & Documentation
Review existing process documents and service handbooks.
Define and document To-Be service desk/Contact Centre processes aligned with the target operating model and solution design.
Understand in-scope activities across locations and evaluate SLA/KPI metrics.
Document detailed Contact Centre, L1 activities and product support processes.
SLA/KPI Analysis
Evaluate historic SLA performance and reporting mechanisms.
Understand SLA calculation methods and handling times across channels.
Compare client expectations with Infosys capabilities and assumptions.
Knowledge Management & CSAT
Analyze CSAT survey mechanisms and DSAT verbatim feedback.
Review KM tools and processes for knowledge capture and dissemination.
Explore quality management processes and their impact on customer satisfaction.
Risk & Dependency Management
Identify and document solution dependencies, risks, and mitigation strategies.
Review escalation processes and ticket handoff procedures.
Assess SLA ownership for overlapping tickets and BCP protocols.
Tool & Process Improvement
Gather information on tools used by Service Desk/Contact Centre Resources.
Evaluate existing process improvement initiatives and their applicability.
Collaborate on extending successful initiatives to Infosys operations.
Training & Skill Assessment
Understand training processes and review training collaterals.
Assess skill requirements against Infosys assumptions.
Review training timelines and process maps for completeness and accuracy.
Documentation & Signoffs
Draft and submit PD documentation for stakeholder review.
Incorporate feedback and finalize documentation.
Ensure signoffs from all relevant stakeholders.
Educational Requirement
MBA
Preferred Skills
BPM->Leadership - JL6A
Service Line
BPO Service Line
The Process Definition Consultant plays a pivotal role in ensuring a seamless transition of service desk/contact centre operations. This role focuses on capturing current (As-Is) and future (To-Be) service desk and/or Contact Centre processes, analyzing ticket volumes and patterns, identifying deviations from solution design, and ensuring comprehensive documentation and knowledge transfer planning tailored to service desk/contact centre functions.
Roles & Responsibilities
Principal Consultant Solution Design
Subsidary movement/Entity transfer
PUCODE - BCXSD
JD ,
Job Description: Process Definition (PD) Consultant
Job Summary:
The Process Definition Consultant plays a pivotal role in ensuring a seamless transition of service desk/contact centre operations. This role focuses on capturing current (As-Is) and future (To-Be) service desk and/or Contact Centre processes, analyzing ticket volumes and patterns, identifying deviations from solution design, and ensuring comprehensive documentation and knowledge transfer planning tailored to service desk/contact centre functions.
Key Responsibilities:
Due Diligence & Transition Planning
Process Understanding & Documentation
SLA/KPI Analysis
Knowledge Management & CSAT
Risk & Dependency Management
Tool & Process Improvement
Training & Skill Assessment
Documentation & Signoffs
Educational Requirement
MBA
Preferred Skills
BPM->Leadership - JL6A
Service Line
BPO Service Line
Sourced from naukri
Skills
CSATDue Diligencecustomer satisfactionSolution Designknowledge managementCollateralsBpmProcess ImprovementProduct SupportTransition PlanningSLADSAToperationsbpoKPI Analysisquality management
About Infosys BPM
Infosys BPM
BPO
12.9k+
employees
2002
24 years old
Bangalore/Bengaluru, Karnataka
India
About
Infosys BPM, the business process management subsidiary of Infosys Limited, provides end-to-end transformative Digital BPM services for global enterprises.
Industries
BPOFinancial Services
Employee ratings
12,063 reviews
3.5/ 5
Culture
3.6
Career growth
2.7
Work-life
3.5
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