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Support Operations Specialist
ACA Group
Website
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Support Operations Specialist
United States
Full Time
3 hours ago
No H1B
Apply Now
Key skills
Salesforce
Workday
Communication
About this role
Role Overview
Evaluation of support tickets – deciding is this a people, process, or system issue
Prioritization – working with affected users and the Enterprise Systems team to determine the severity of issues
Routing – place the issue in the hands of the ultimate resolver as efficiently as possible
Communication – affected users are well, affected. You bring peace, calm, and confidence in communication to them about resolution
Resolution – you actively resolve issues yourself when you can
Knowledge Base Management – you codify what you learn for everyone’s benefit
Incident Bridge Management – hopefully we never have a big issue, but if we do, you run the incident
Root Cause Analysis creation – you coordinate and author and present RCA’s when required
Track metrics for measurement of business outcomes gained from implemented solutions
Requirements
Bachelor’s degree in Computer Science, Information Technology, Business, Finance, or a related field
5+ years of experience in a triage or business role
experience with enterprise/financial systems and financial acumen such as Salesforce, Workday or Financialforce/Certinia
Benefits
medical and dental coverage
pension and 401(k) plans
wide range of paid time off options
flexible work environment
time off for designated ACA Paid Holidays
Summer Fridays
Personal/Family Care
other leaves of absence
Apply Now
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Support Operations Specialist at ACA Group | JobVerse