Principal Consultant - Solution Design

Key Responsibilities:

• 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
• Qualifications Skills
• Bachelor s degree in business administration IT or related field
• 8 years of experience in process consulting transition management or service delivery
• Deep knowledge understanding of ITIL Service Management Processes ITIL Certified preferred
• Strong analytical and documentation skills
• Excellent communication and stakeholder management abilities
• Familiarity with

Preferred Skills:

BPM->Leadership - JL6A