Job Posting
Job Information
Job Opening ID : 6125
Date Opened : 12 / 19 / 2019
Job Type : Contract
Language Skills : English
Location : Beaverton, Oregon
Industry : IT Services
City : Beaverton
State / Province : Oregon
Country : United States
Zip / Postal Code : 97006
Job Description
Responsibilities
Delivers first line support for all user problems, troubleshoot issues with or on computer hardware, software or peripherals in an effective, efficient and timely manner.
Acts as a single point of contact between service providers and users, on a day-to-day basis.
Serves as the focal point for reporting incidents and processing service requests Responsible for Logging, tracking, and expediting of problems & incidents as they occur.
Responsible for keeping stakeholders current as to resolution status and maintain a high level of overall customer satisfaction.
Handle all incoming service requests, either per mail, on paper or in person and enter them into the problem management system.
Required Experience
ServiceNow Experience Bulk of the work is spent using this tool to do the following ~60-75% :
Service Desk Ticket Management & Escalation Process Management Oversight Service Desk Call Quality Audits Technical Writing - Knowledge Article creation, publication and editing Customer and Tech facing.
Ticket Management Reports & Follow up with Assignment Group Owners Managing account tickets Microsoft Office Experience Outlook, Word, Excel, PPT, SharePoint Job does require recording meeting minutes and distributing them out weekly.
Data Analyst Create ad-hoc reports & identify trends Service Desk Support Experience Understanding of ITIL, Agile, LEAN principles Experience working at Nike Understand how to analyze and improve processes Coding experience
Personality Traits We Are Looking For
Self-starter
Coachable, teachable and adaptable
Comfortable reaching out to people via email or by phone if needed.
Collaborate well with others Role requires cross-functional collaboration with various groups within and outside of technology.
Service Analyst • Beaverton, OR, United States