Principal Consultant - Solution Design

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.

Principal Consultant Solution Design:

Subsidary movement/Entity transfer

PUCODE - BCXSD:

JD ,

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:

• Education: MBA

• Preferred skills: BPM->Leadership

• JL6A