Role: Servicemax Support Lead

Experience: 5+yrs (Relevant)

Location: Pune/ Bangalore / Hyderabad

Job Description:

1. ServiceMax Administration
2. ServiceMax Development & Configuration
3. Incident (Ticket) Resolution
4. Help team members for any issues or support
5. Release Management
6. Interact with end users for technical requirement gathering
7. Execute change requests.

Responsibilities:

1. Upgrade Planning: Collaborate with stakeholders to plan the upgrade from ServiceMax version 21.2 to 23.1. Develop a comprehensive upgrade strategy, including timelines, resource allocation, and risk mitigation.
2. Technical Execution: Lead the technical aspects of the upgrade process. This includes configuring ServiceMax 23.1, managing data migrations, and implementing any necessary customizations or integrations.
3. Testing and Quality Assurance: Conduct pre-upgrade and post-upgrade testing to ensure the stability, functionality, and performance of the ServiceMax application. Identify and resolve any issues that may arise during the testing phases.
4. Customization and Configuration: Customize ServiceMax to meet specific business requirements, and configure workflows, objects, and fields as needed. Ensure that customizations are compatible with the upgraded version.
5. Integration Management: Manage and maintain integrations between ServiceMax and other systems, ensuring data flows smoothly and that any integration-related issues are addressed.
6. User Training and Support: Provide training and support to end-users to help them adapt to the new version of ServiceMax. Address user inquiries and provide technical assistance.
7. Documentation: Maintain detailed documentation of the upgrade process, configurations, customizations, and integrations. Create user guides and technical documentation for reference.
8. Performance Optimization: Monitor the performance of the ServiceMax application post-upgrade and take proactive measures to optimize its performance.
9. Security and Compliance: Ensure that security settings and compliance measures are up to date and aligned with industry standards and best practices.

Qualifications:

1. Bachelor's degree in Computer Science, Information Technology, or a related field.
2. ServiceMax certification is must.
3. Salesforce Admin certification is highly desirable
4. Proven experience in ServiceMax administration and technical support.
5. Hands-on experience with ServiceMax upgrades, including planning and execution.
6. Strong understanding of field service operations and processes.
7. Proficiency in Salesforce platform administration is a plus.
8. Excellent problem-solving and troubleshooting skills.
9. Strong communication and interpersonal skills to work effectively with cross-functional teams.
10. Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
11. Detail-oriented and committed to delivering high-quality results.