Job Description

Agilent inspires and supports discoveries that advance the quality of life. We provide life science, diagnostic and applied market laboratories worldwide with instruments, services, consumables, applications and expertise. Agilent enables customers to gain the answers and insights they seek ---- so they can do what they do best: improve the world around us. Information about Agilent is available at www.agilent.com.

Candidate will be a part of the Agilent WWCQ(Worldwide Customer Questionnaire)Team with the following roles and responsibilities:

Acknowledging and triaging the support requests.

Handling ticket management system and updating with correct and relevant information whenever necessary.

Promptly elevating the request to next level if unable to resolve and coordinating with respective SMEs.

Escalating on elevated requests wherever necessary.

Building the knowledge base from use cases and using the same while triaging other related requests.

Identifying repeat issues and tagging them to problems.

Professional, in-time and appropriate customer communication to provide them complete insight of the issue and/or the resolution provided or around the future course of action.

Seamless handover of issues within the team.

Participate in regular review, contribute with ideas around the issues, and provide necessary updates.

Help drive process optimization changes to improve the overall support operations.

Sharing knowledge with peers as well as learning from them to eliminate and knowledge gaps.

Mandatory Requirements:

• Excellent verbal/written communication skills, as would need to engage with partners to understand their business needs and requirements and work closely with colleagues, and customers to gather information, so they need to have strong verbal and written communication skills, as well as be good listeners.

• Be familiar with ticket Handling system.

• Project management skills and expertise in designing and implementing process improvements.

• Proven technical, analytical, and functional skills.

• Participate in the problem resolution.

• Create marketing metrics, custom reports, and dashboards to enable data-driven decisions.

• Problem-solving abilities: Must have strong troubleshooting skills to find new ways to help clients achieve their goals.

• Advanced level in MS-Excel.

• Responsible for analysis and evaluation of user business problems and development of business system or process recommendations to meet requirements, including problem definition, evaluation of requirements, and implementation of systems/processes.

• This role may involve a significant amount of project management.

• Works on business system/process assignments with broadly defined objectives

• Solves straight-forward issues, challenges, and problems within system/process of specialization.

Desired Requirement :

• Prior ticket management experience.

• Worked in rotational shifts.

• Good hands-on helpdesk tool Service Now, JIRA etc.

Requirements Digitization & Technology Responsibilities

• Lead digital initiatives to modernize business processes and reduce manual interventions.
• Drive automation-led improvements across processes to enhance speed, accuracy, and scalability.
• Ensure all new solutions follow a digitization-first approach as a foundation for process enhancement.

Microsoft Power Platform Expertise

• Hands-on experience building and deploying:
• Power Apps (canvas and model-driven applications)
• Power Automate workflows for automation of manual processes
• Power Virtual Agents for conversational automation

Add on Power BI Proficiency

• Design, develop, and maintain interactive dashboards and analytics reports.
• Provide actionable business insights using data visualization best practices.
• Collaborate with functional teams to define KPIs and improve data-driven decision-making.

Add on AI Awareness & Enablement

• Understanding of AI concepts, capabilities, and practical business applications.
• Identify opportunities for applying AI/ML to improve efficiency and experience.
• Collaborate with IT, analytics, and digital teams to pilot and implement AI-driven use cases.

Qualifications

Bachelor’s or master’s Degree or equivalent.

Post-graduate, certification, and/or license may be required.

Requires 1 to 5 years relevant work experience

Additional Details

This job has a full time weekly schedule.

Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at: https://careers.agilent.com/locations

Agilent Technologies Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other protected categories under all applicable laws.

Travel Required:

No

Shift:

Evening

Duration:

No End Date:

Job Function:

Administration