Key skills
ServiceNowExpressLeadershipCommunicationDecision MakingCollaboration
About this role
Role Overview
- Service Delivery – 60% Job Weight Accountable for successful collaboration with Customers, Suppliers, and fellow Employees to prioritize and deliver services that meet or exceed the business needs.
- Delivers services within defined SLAs and security/compliance requirements.
- Completes/ensures completion of daily operational documentation and transfers knowledge to next shift.
- Provides tier-1 support for incoming calls received via telephone, e-mail, and Web portal.
- Addresses and resolves problems as appropriate, referencing supplied training material and customer documentation; documents all issues by utilizing appropriate ticketing application; escalates issues to Managed Services Engineers as appropriate.
- Completes assigned customer workload, including, but not limited to, monitoring and investigating system alerts and events and assigning resources appropriately.
- Ensures issues are communicated to customers in a timely and effective manner.
- Interfaces with customers, various managed services staff personnel, and third-party vendors to resolve issues.
- Analysis – 20% Job Weight Study, interpret, and develop a thorough understanding of incidents, problems, and opportunities through systematic analysis.
- Regularly review reporting from monitoring and ticket applications.
- Analyze data to identify trends and opportunities for service improvement.
- Review operations business processes for ability to address customer needs, identifying areas where processes need to be enhanced or better documented.
- Design – 10% Job Weight Engineer tactical and strategic solutions that meet or exceed the business need with attention to simplicity of design and ease of use.
- Use balance of both technical and business acumen to arrive at solutions.
- Partner with stakeholders on creation/streamlining of support processes.
- Leadership – 10% Job Weight Enable and Lead Change, Service Recoveries, Projects and/or Co-workers.
- Engage in communication that drives understanding, alignment and informed decision making.
- Hold self and others accountable for quality & timeliness of work products.
- Communicate process changes, customer environment changes, and information on Managed Services projects/initiatives to team members in a clear and timely manner.
- Ensure understanding, listen to concerns, and relay team feedback to management.
- Constructively communicate process improvement opportunities such as, but not limited to customer support documentation, support workflows, coverage model changes and implementation of new tools and technology.
Requirements
- Associate Degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics or a related field, at least 6 months of Information Technology work experience.
- This requirement can be fulfilled via completion of the CDW Academy program.
- OR 2 years college coursework in a technical field, at least 6 months of Information Technology work experience.
- This requirement can be fulfilled via completion of the CDW Academy program.
- OR 2 years total Information Technology experience, to include 6 months of Information Technology work experience.
- This requirement can be fulfilled via completion of the CDW Academy program.
- Experience with one or more of the following technologies: IBM Power i (System i) systems and associated peripheral hardware and software.
- Demonstrated ability in the following: Accountability and result oriented.
- Attention to detail.
- Collaborating 360 degrees.
- Adaptability and flexibility in dealing with people and unexpected situations.
- Multi-tasking and working under minimal supervision.
- Proficient verbal and written communication skills.
- Excellent customer service skills.
- Establishing positive working relationships and working as a team player.
- Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.).
- Experience in monitoring applications such as ScienceLogic, Nimsoft Unified Management, Automate, or similar.
- Experience in help desk applications such as ServiceNow, Service Desk Express (SDE), Remedy, Heat, or similar.
- Experience in a managed services environment, a plus.
Tech Stack
- ServiceNow