Enterprise and Business Applications Senior Associate

Ent. & Bus. App Specialist

Key Roles and Responsibilities:
• Manages the activities and personnel of the ITSM L1/2 Teams.
• Ensures the operation is in accordance with the established procedures and practices.
• Monitors performance of support personnel, reviewing response times, problem logs, and trends in problems reported.
• Recommends strategies and/or hardware/software enhancements to increase employee productivity.
• Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
• Provide critical leadership of support for our internal ITSM business users
• Support user inbound incidents and requests through phone, email, and chat via an externally facing secure website to diagnose problems
• Acquire and maintain current knowledge of relevant environments software and support policies in order to provide accurate solutions to customers
• Assist in developing and maintaining a problem resolution knowledgebase
• Document all calls in the ITSM ticketing program
• Answering of trouble tickets via web or chat
• Complete individually assigned tasks while also working as part of a larger team
• Provide support to users/administrators of our platform.
• Act as a customer advocate, prioritizing and managing assigned incidents and escalations in the queue with little or no supervision
• Engage with cross-functional teams like operations and engineering to build, drive and improve tools and processes for quicker issue resolution
Knowledge, Skills and Attributes:
• 3+ year of experience with ServiceNow ITSM platforms
• Experience analysing tickets
• Mentor and provide guidance to the team
• Knowledgeable about IT Service Management
• Demonstrate excellent customer service skills via phone, email, and IM chat
• Solid communication, problem-solving skills, and communications etiquette
• Ability to use Service Desk standards and follow guidelines, as well as help other interpret policy
• Ability to work in a fast-paced environment whilst multi-tasking with a sense of urgency to resolve tickets in a timely manner
• Requires excellent customer service skills along with the ability to apply technical knowledge to independently work on routine and complex tasks
Academic Qualifications and Certifications:
• A bachelor’s degree in Information Technology, Computer Science, or equivalent is required.
• ServiceNow CSM Certified
Required Experience:
• Solid 3+ years’ experience working in an IT services environment
• Experience working in a multi-team environment across multiple geographies and time zones Responsible to resolve all ITSM L1/2 escalated tickets, create and review knowledge articles, mentor L1/2 team members and ensuring platforms are up and performing as required by business. Also includes management jobs responsible for the L3 Platform Support team of problem solvers, helping to solve complex business issues from strategy to execution.

 

Experience Level

Mid Level