Address
Form of workSummary of Responsibilities:
Provides monitoring, problem determination and resolution on calls, emails and self-service incidents. Provides support to internal associates for either hardware, software, server, mainframe applications or peripherals. Documents all issues in the ServiceNow platform to track caller trends. Recommends system modifications to reduce user problems. Escalates more complex incidents to second-tier support or higher. Uses incident and problem modules within the ServiceNow Platform and attentive detail to the PureConnect Service Desk phone system. Works with minimal supervision and makes an established range of decisions, escalating to Manager when necessary.
ResponsibilitiesPosition Responsibilities:
Performs problem determination and resolution on calls, self-service incidents and emails from Western & Southern Financial Group (W&SFG) associates.
Provides customer support of private virtual networks to ensure associates can connect to network resources while outside the office.
Maintains the data within the ServiceNow Incident module to ensure the parent-child incident process is utilized to show impact of issues and priority to IT teams.
Maintains a clear understanding of application ownership within our Configuration Management Database (CMDB) for proper and timely escalation of incidents to our ServiceNow assignment groups.
Works closely with our Information Technology Service Management (ITSM) team to ensure systems and application versions within our CMDB are up to date.
Utilizes the ServiceNow platform to document, analyze and recommend workarounds while permanently solving our software and hardware problems.
Utilizes the ServiceNow functionality for assessing associates' historical incident data of ongoing issues and provides technical feedback on commonly known issues.
Utilizes the ServiceNow Knowledge Base module to create customer and technician-facing articles to support self-service tools.
Drives continuous improvement of software and hardware processes by conducting meetings with appropriate IT and business-related teams to preset ideas for call reduction, time-saving efficiencies and process improvements while meeting the expectations of the customer.
Tests newly imaged machines which includes Operating System changes, driver updates and application compatibility.
Identifies trends in issue reporting and develops preventative solutions.
Audits software requested through incidents to ensure software encompasses a license for installation.
Acknowledges any system alerts and ensures that proper support groups are notified and engaged to resolve incidents where appropriate, ensuring SLA's are met. Ensures all Service Desk Service Level Agreement metrics are met.
Understands security policy and procedures in terms of software and hardware related items and makes recommendations where appropriate to ensure the safety of our assets.
Maintains confidentiality when assessing user identification and password resets within the ServiceNow incident module.
Communicates system outages to ensure Service Interruptions are created and upfront messages are added to phone lines.
Displays excellent time management skills and should be able to set priorities when handling multiple cases.
Performs other duties as assigned by management.
Selection Criteria:
Proven experience handling multiple duties and completing assigned tasks accurately and timely.
Demonstrated experience maintaining a calm and professional demeanor when handling demanding situations.
Demonstrated excellent verbal and written communication skills and effective interaction and communication with all levels of staff and management. Proven ability to convey information in a clear, focused and concise manner while expressing or exchanging accurate information.
Proven strong analytical skills, including demonstrated experience identifying and quantifying problems, interpreting data, and establishing facts, and providing effective workarounds and solutions. Cite examples of good decision-making skills when dealing with multiple alternatives.
Proven examples of motivation and experience working under limited supervision.
Demonstrated experience working effectively within a team. Provide examples of motivating co-workers in difficult situations.
Proven ability to continually perform an activity such as preparing and analyzing data figures, transcribing, viewing a computer terminal, and extensive reading. Visual acuity is required to determine accuracy, neatness and thoroughness of work assigned.
Proven ability to handle multiple platforms while working with customers to obtain customer information, issue, root cause, workarounds and resolutions.
Work Setting:
Works in an office setting and frequently remains in a stationary position while working at a desk, on a computer, or with other standard office equipment or while in meetings.
Occasional lifting of objects from a lower position to a higher position or moving objects horizontally from position to position (exerting up to 20 pounds of force, unassisted).
Occasional extension of hands and arms in any direction.
Occasional moving about on foot to accomplish tasks, particularly for moving from one work station to another.
Occasional pushing while using upper extremities to press against objects with force in order to move forward, downward or outward. Also, uses upper extremities to exert force to draw, drag or tug objects.
Occasional ascending and descending stairs, ramps and the like, using feet, legs, hands and arms.
Continually maintaining body equilibrium to prevent falling when walking, standing or crouching.
Occasional bending of the body downward or forward by bending the spine at the waist, the knee to come to a rest on knee or knees, and body downward and forward by bending leg and spine; and moving about on hands and knees or hands and feet.
Ability to continually make repetitive motions of the wrists, hands and/or fingers.
Educational Requirements:
Associate's degree in a business/technical field or commensurate selection criteria experience.
Computer Skills and Knowledge of Hardware & Software Required:
Working knowledge of Microsoft Office products.
Fundamental understanding of Windows 10 operating systems.
Experience troubleshooting basic PC software/hardware and printer issues.
Experience working with ServiceNow ticketing system is a plus.
Experience working with network switches and routers is a plus.
Certifications & Licenses (i.e., Series 6 & 63, CPA, etc.):
Preferred ITIL, CompTIA A+, CompTIA Network+, CompTIA Security+ Certifications or commensurate work experience.
Position Demands:
Extended hours during peak workloads or special projects.
