Job Description

Description: Tools and Automation Team is a part of Strategy Intelligence and Operations Organization for Adobe. The Mission of our team Build a consistent & comprehensive Customer-facing portal to deliver targeted insights for each Adobe Enterprise Solution that helps improve product performance, stability, and operational management. . Establish Best Practice Recommendations Framework as a service across DX products . Proactive Case Augmentation in the CRM to empower Support Engineers have insights for faster case resolutions. . Proactive Monitoring and Alerts . Establish Community Development Framework Universal Data Collection and Rule Engine Requirements: . Bachelor\'s degree or equivalent experience in Business Administration, Information Systems, or an equivalent. . Proven experience in process analysis, workflow optimization, or a related role. . Strong analytical, problem-solving, and building business solution skills. . Excellent attention to detail and ability to work with complex processes. . Proficiency in data analysis tools and techniques. . Experience with Agile tools like JIRA for requirement management and Confluence for documentatons. . Experience with automation tools and technologies (e.g., RPA, iBPMS) is a plus. . Excellent communication and collaboration skills. . Ability to work independently and as part of a team. . Passion for process improvement and automation. Mandatory - PO/BA, RPA or similar automation tool 2 or more years exp. Job Responsibilities: We are seeking a meticulous and analytical Business System Analyst to join our Automation Team within the Support Organization. You will play a key role in finding opportunities to automate manual processes, designing and implementing automation workflows, and analyzing the impact of automation on our support operations. You will act as a link between the business problems and the technology solution. Responsibilities . Analyze and document existing support workflows: Identify repetitive, time-consuming, and error-prone tasks that can be automated. Develop user stories, acceptance criteria, functional specifications to define the requirements . Evaluate potential automation solutions: Work with stakeholders to understand the business needs and translate them into technical requirements. Research and recommend appropriate automation tools and technologies based on the specific users\' problems. . Test and validate automation solutions: Perform user acceptance testing. Thoroughly test automation workflows to ensure they are accurate, reliable, and meet the needs of the support team. . Monitor and analyze automation performance: Track the impact of automation on key metrics such as resolution times, customer satisfaction, and agent productivity. . Identify and implement continuous improvements: Regularly review and refine automation workflows to ensure their effectiveness and efficiency. . Collaborate with stakeholders: Work closely with support agents, developers, and other stakeholders to gather feedback, share knowledge, and ensure smooth integration of automation within the support ecosystem. . Document and maintain automation knowledge base: Create detailed documentation of automation workflows, processes, and tools for future reference and training purposes. . Stay up-to-date with automation trends and technologies: Continuously learn and adopt new advancements in the field of automation to optimize support operations. What We Offer Exciting Projects: We focus on industries like High-Tech, communication, media, healthcare, retail and telecom. Our customer list is full of fantastic global brands and leaders who love what we build for them. Collaborative Environment: You Can expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment - or even abroad in one of our global centers or client facilities! Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules, opportunities to work from home, and paid time off and holidays. Professional Development: Our dedicated Learning & Development team regularly organizes Communication skills training(GL Vantage, Toast Master),Stress Management program, professional certifications, and technical and soft skill trainings. Excellent Benefits: We provide our employees with competitive salaries, family medical insurance, Group Term Life Insurance, Group Personal Accident Insurance , NPS(National Pension Scheme ), Periodic health awareness program, extended maternity leave, annual performance bonuses, and referral bonuses. Fun Perks: We want you to love where you work, which is why we host sports events, cultural activities, offer food on subsidies rates, Corporate parties. Our vibrant offices also include dedicated GL Zones, rooftop decks and GL Club where you can drink coffee or tea with your colleagues over a game of table and offer discounts for popular stores and restaurants! About GlobalLogic GlobalLogic is a leader in digital engineering. We help brands across the globe design and build innovative products, platforms, and digital experiences for the modern world. By integrating experience design, complex engineering, and data expertise-we help our clients imagine what\'s possible, and accelerate their transition into tomorrow\'s digital businesses. Headquartered in Silicon Valley, GlobalLogic operates design studios and engineering centers around the world, extending our deep expertise to customers in the automotive, communications, financial services, healthcare and life sciences, manufacturing, media and entertainment, semiconductor, and technology industries. GlobalLogic is a Hitachi Group Company operating under Hitachi, Ltd. (TSE: 6501) which contributes to a sustainable society with a higher quality of life by driving innovation through data and technology as the Social Innovation Business.

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