US Citizen
Green Card
EAD (OPT/CPT/GC/H4)
H1B Work Permit
Corp-Corp
W2-Permanent
W2-Contract
Contract to Hire
Consulting/Contract
UG :- - Not Required
PG :- - Not Required
No of position :- ( 1 )
Post :- 27th Dec 2023
Administration Activity Description
Process Requests.
Incident Management Services. Contractor will provide end user incident management support for the Workfront application during India (IST) and US (PST) business hours as determined and agreed upon by the Parties.
Process Improvements Services: Contractor will:
● Provide ongoing recommendations for process improvements.
● Provide recommendations for automation that will cause increased service quality, user self-service, or efficiency gains.
● Identify metrics to measure goals of process improvement initiatives, tracking before and after changes are made, to validate that goals are met.
i. Review all of the foregoing with appropriate Google management personnel and/or track leads for alignment.
ii. Implement a customer satisfaction measurement and improvement process.
TRANSITION SERVICES. Contractor will provide the Transition Services as described in Appendix A-2 (Transition Services).
REQUIREMENTS: Contractor will provide the following Workfront related Services :
● Quickly adapt to changing needs, infrastructure, and evolving business processes.
● Work closely with the user community, to analyze issues, to understand requirements, and to rapidly deploy solutions.
● Monitor critical jobs and interfaces and take corrective action as needed.
● Work closely with cross-functional teams, including application development teams and functional leads.
● Work directly with end users on issue resolution, and process development.
● Analyze support metrics, extract trending data, provide status reports and provide continuous improvement recommendations.
● Create and maintain support documentation usingGoogle Apps: gMail, gCalendar,
5. CONTRACTOR RESPONSIBILITIES.
A. Contractor will prepare and facilitate regular business reviews to review performance and present proposed changes at a frequency of no less than once per calendar quarter, to be scheduled during the month immediately following the end of each calendar quarter. Regular business reviews will occur no less frequently than once per month; written status updates will be provided by Contractor to the Google Project Manager no less frequently than once per week.
B. Contractor will be responsible for training Personnel on Workfront application. When new applications, or any change made by Google to new or existing functionality (“Google Change”), are introduced, Google will facilitate the completion of the knowledge transfer process to Contractor, at which time the new application or Google Change will be considered in steady state support. Once such a new application or Google Change is in steady state support, the Contractor will be responsible for training its staff on such a new application or Google Change.
Notwithstanding the foregoing, in the event that new functionality is introduced by Contractor (i.e., through a new configuration or monitoring tool), Contractor will be responsible for all training of its staff on such new functionality prior to steady state support.
C. Contractor will address tickets entered in Google’s Ticketing System (the Salesforce/Buganizer ticketing tool), support queue or otherwise routed to the Contractor support team.