Job description:

Participate in necessary project planning, requirements gathering, architecting, and design decision sessions
Work with Rivian project leadership to provide effort estimates for identified and agreed requirements
As needed, assist Rivian project leadership with the prioritization of agreed requirements
Document and maintain requirements and design details/stories in the agreed on a system of record
Develop solutions to agreed-on items inappropriate development non-production instances.
Conduct initial system testing to validate solutions meet established requirements.
Promote accepted solutions from the development non-production instance to the appropriate testing non-production instance and conduct informal knowledge transfer to appropriate Rivian resources on potential test and validation options.
Develop remediations solutions resulting from any UAT results
Provide necessary guidance and knowledge transfer to Rivian resources responsible for promoting the finalized solution to the Production ServiceNow instance.
Conduct knowledge transfer to identified Rivian technical resources as prioritized
Provide ongoing postproduction release support.

• To adhere to quality standards, regulatory requirements and company policies
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
• To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
• To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team.
• To provide support for on call escalations /L3 level support and doing incident & problem management
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.