Responsibilities
- Monitor and manage incoming support tickets using ServiceNow, ensuring proper triage and assignment
- Deliver initial technical support and help coordinate resolutions for incidents and service requests
- Prioritize incoming requests according to defined protocols and ensure timely resolution within SLA guidelines
- Escalate complex or unresolved issues appropriately and oversee resolution to completion
- Provide a professional, consistent, and service-oriented experience for all users
- Contribute to special projects focused on service delivery, operations, and administrative improvements
- Collect data and assist in reporting for both ongoing and one-time initiatives
- Support scheduling, administrative coordination, and communication across teams
- Identify workflow inefficiencies and suggest practical enhancements to support processes
- Document procedures, workflows, and standard operating practices for service and administrative functions
- Develop and maintain clear, accurate, and accessible documentation and knowledge resources
- Keep documentation updated in alignment with changes in operations and systems
- Analyze recurring support issues and contribute to process improvement through documentation updates
- Monitor and record key service desk metrics including ticket volume, resolution times, and SLA adherence
- Assist in preparing reports and summaries for management and stakeholders
- Use operational data to detect trends and identify opportunities for service optimization
Compensation
Base pay varies based on experience, expertise, location, and skill set; position includes eligibility for an annual bonus and comprehensive benefits such as medical, dental, vision, life insurance, and 401(k); the role is non-exempt
Work Arrangement
Remote (City/Region)
Team
Supports service delivery and administrative operations through coordination, documentation, and process improvement initiatives
Other
- This is a non-exempt position
- Final base salary may differ depending on experience, subject matter knowledge, work location, and technical abilities
- Base pay is part of a broader compensation plan that may include a yearly cash bonus and full benefits package
- The official job title may be adjusted based on the candidate’s qualifications and educational background
Not specified