Job Responsibilities
Work with internal customers, technical teams, and vendors to bridge the gap between request submissions and service delivery. Get out in front of open requests by monitoring all open requests daily and ensure they are being handled expeditiously and within the written SLAs.
Maintain a priority focus on:
New hire onboarding to ensure all new employees have everything they need to begin work on their first day.
Ensuring all employees that have terminated have a record logged in ServiceNow by their manager to ensure accounts are deactivated appropriately and timely.
Provide request coordination duties such as:
Assign tickets.
Reassign tickets.
Help technicians prioritize and balance out ticket volumes in their assignment queues.
Log and communicate improvement opportunities to management for consideration.
Assist in managing:
Creating, modifying, and retiring Knowledge Articles for Service Request.
Working with reporting as needed to review and align on Service Request KPIs.
Collaborate with the Service Request team in weekly team meetings.
Manage and maintain documentation where needed.
Assist with onboarding training for Service Request as needed.
Actively engage with stakeholders to ensure Service Request best practices are understood and being adhered to by all involved.
#J-18808-Ljbffr