Administrator

Primary Location: Noida

Position Overview (Job Summary):

The Admin/SME will provide highquality support across EUC/DWP environments with a strong focus on customer service, technical expertise, and operational excellence. The role involves working closely with business teams, developers, and managed service providers to ensure seamless tool adoption, data-driven improvements, automation opportunities, and continuous enhancement of end-user experience. The position requires strong analytical abilities, communication skills, and hands-on exposure to leading industry tools and technologies.

Mandatory/Primary Skills:

• Proficiency in marketleading Unified Experience Management (UXM) solutions (e.g., Nexthink, Aternity, Systrack, 1e Tachyon, ControlUp).
• Minimum 5 years of Infrastructure Technology experience.
• Minimum 3 years in delivering EUC/DWP services.
• Hands-on/exposure to Conversational AI/Chatbot platforms (ServiceNow VA, Avaamo, Yellow.ai, Moveworks, etc.).
• Experience in Service Desk support, including Windows OS, software/app troubleshooting, hardware, services, etc.
• Strong communication and documentation skills.
• Ability to work in 24x7 operational environments.
• Strong understanding of the End User Compute (EUC) portfolio and technical documentation.

Secondary Skills:

• Basic understanding of SCCM.
• Basic understanding of Microsoft Windows & Apple macOS architecture and deployment methodologies.
• Basic knowledge of Active Directory.
• Basic understanding of Citrix or other VDI technologies.
• Basic understanding of SQL.
• Basic proficiency in PowerShell or similar scripting languages.
• Hands-on experience with MS Excel and PowerPoint.
• Exposure to ITSM tools such as ServiceNow, BMC Remedy, etc.

Sub Band with Experience Details:

• Sub Band: (Not provided in input; typically aligned with mid-level or specialist band)
• Experience:5+ years Infrastructure Technology
• 3+ years EUC/DWP Services
• Relevant experience with UXM tools and operational support

Role and Responsibilities (As per band):

Key Responsibilities:

• Deliver high-quality technical support with strong customer service and timely resolution.
• Interact with business teams, tech teams, and MSPs to ensure smooth service delivery.
• Perform periodic EUC/DWP data analysis to identify top issues, volume drivers, and automation opportunities.
• Ensure tool versions remain current per OEM and business guidelines.
• Collaborate with VDU leads for data identification and SOP creation.
• Work with development teams to implement required scripts and automate workflows.
• Engage with EUC/DWP teams to identify automation opportunities and reduce cycle time.
• Conduct periodic audits and assessments of tools to identify improvement areas.
• Monitor dashboards and tool usage trends, and drive necessary actions.
• Conduct lunch & learn sessions and weekly walkthroughs to improve tool adoption across teams.

Additional Responsibilities:

• Support continuous improvement initiatives across the EUC landscape.
• Consolidate data into clear, understandable reports and deliverables.
• Adapt to dynamic environments and provide flexible solutions.
• Ensure seamless communication between end users, business units, developers, and management.

Educational Qualification:

• Bachelor's degree in a relevant field (e.g., Computer Science, Information Technology) or equivalent professional experience.

Certifications:

(Not provided in the source JD suggested relevant certifications may include:)

• ITIL Foundation
• Microsoft Certifications (MCSA/Modern Desktop Administrator)
• UXM platform certifications (Nexthink, ControlUp, Aternity, etc.)
• ServiceNow certifications (CSA or VA-related)