Job Description

EXP :- 5+ years 

Rate:-100K/M

Loaction :- PAN india

Skills & Experience

· 3–6 years of experience supporting Planview Changepoint or similar PSA / PPM applications

· 5 years of MS SQL scripting and Database knowledge

· Strong understanding of:

o Time tracking and approval workflows

o Project and resource management concepts

o Basic project financials and allocation models

· Working knowledge of incident, problem, and change management processes.

· Ability to analyze application issues and provide structured troubleshooting.

The Changepoint Level 2 Platform Support role is responsible for operational and intermediate support of the Changepoint application used for time tracking, project management, resource allocation, and financial reporting. The role focuses on incident resolution, configuration support, user assistance, and monitoring, while escalating complex functional, data, or system issues to Level 3. This is an execution-focused role ensuring application availability, SLA compliance, and stable day-to-day operations.

Key Responsibilities

Incident & Service Request Support (L2)

· Resolve Tier 2 incidents and service requests related to Changepoint, including:

o Time entry and approvals

o Project and resource setup

o User access and role assignments

o Standard functional and configuration issues

· Perform intermediate troubleshooting using application logs, configuration review, and data validation.

· Apply approved configuration-level fixes that do not require code changes or architectural redesign.

· Escalate complex issues (data integrity, integrations, performance) to Level 3 with appropriate analysis and documentation.

͏

Application Configuration & Operational Support

· Perform minor configuration changes within Changepoint that do not impact other systems, such as:

o Field and template updates

o Workflow or approval configuration (within defined standards)

o Reference data maintenance

· Support business users with functional guidance, FAQs, and usage best practices.

· Ensure changes follow established change and governance procedures.

Monitoring, Reporting & SLA Support

· Monitor Changepoint application health using available dashboards and alerts.

· Track incidents and requests to ensure SLA compliance and timely resolution.

· Generate and distribute standard operational reports (incident trends, resolution efficiency).

· Keep users informed of incident status and resolution progress.

Documentation & Knowledge Management

· Create and maintain knowledge articles, runbooks, and SOPs for common issues and standard processes.

· Document recurring issues and workarounds for reuse and continuous improvement.

· Ensure accurate ticket updates and support documentation in the ITSM system

Integration & Infrastructure Coordination

· Ensure seamless integration of Changepoint with other enterprise systems and data center components.

· Act as a liaison between application support and infrastructure teams during incidents, upgrades, and performance issues.

· Diagnose and resolve integration-related failures and data inconsistencies.

Enhancements & Functional Development Support

· Support application enhancements, workflow adjustments, or feature additions that require code or advanced configuration changes.

· Collaborate with developers and SMEs to design, test, and deploy enhancements aligned with business requirements.

· Ensure enhancements follow approved change and release management processes.

On-Call & Support Model

· Must be open to an on-call support model.

Participates in after-hours and weekend support for Critical and High-priority Changepoint incidents, as defined by SLAs and support schedules

͏

2. Perform coding and ensure optimal software/ module development

• Determine operational feasibility by evaluating analysis, problem definition, requirements, software development and proposed software
• Develop and automate processes for software validation by setting up and designing test cases/scenarios/usage cases, and executing these cases
• Modifying software to fix errors, adapt it to new hardware, improve its performance, or upgrade interfaces.
• Analyzing information to recommend and plan the installation of new systems or modifications of an existing system
• Ensuring that code is error free or has no bugs and test failure
• Preparing reports on programming project specifications, activities and status
• Ensure all the codes are raised as per the norm defined for project / program / account with clear description and replication patterns
• Compile timely, comprehensive and accurate documentation and reports as requested
• Coordinating with the team on daily project status and progress and documenting it
• Providing feedback on usability and serviceability, trace the result to quality risk and report it to concerned stakeholders

͏

3. Status Reporting and Customer Focus on an ongoing basis with respect to project and its execution

• Capturing all the requirements and clarifications from the client for better quality work
• Taking feedback on the regular basis to ensure smooth and on time delivery
• Participating in continuing education and training to remain current on best practices, learn new programming languages, and better assist other team members.
• Consulting with engineering staff to evaluate software-hardware interfaces and develop specifications and performance requirements
• Document and demonstrate solutions by developing documentation, flowcharts, layouts, diagrams, charts, code comments and clear code
• Documenting very necessary details and reports in a formal way for proper understanding of software from client proposal to implementation
• Ensure good quality of interaction with customer w.r.t. e-mail content, fault report tracking, voice calls, business etiquette etc
• Timely Response to customer requests and no instances of complaints either internally or externally

͏

Deliver