ServiceNow Business Consultant
Belmont Lavan
ITSMServiceNow
Service Desk Manager
Empower AI
full-time
Posted on:
Origin: • 🇺🇸 United States • Louisiana
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
ServiceNow
About the role
- Manage the performance of Level 1 services and support to customers
- Oversee 100% of the requests, incidents and problems
- Manage and coordinate urgent and complicated support issues and act as escalation point
- Develop and mature phone/ticket escalation processes
- Determine root cause of issues and communicate to internal and external customers
- Train and coach service desk specialists and identify team leads for Tier 1, Incident Management, Problem Management
- Verify sufficient employee coverage and provide backup support
- Monitor and manage phone queue and participate in escalated calls as needed
- Oversee Knowledge Management repository and ensure quality solutions
- Develop strategies for improvement and advise management on client support/escalation needs
- Disseminate policy, prepare and distribute schedules, monitor contractor activities, advise Government personnel, and prepare deliverables
Requirements
- Extensive experience with ServiceNow and Remedy
- Bachelor's degree or higher required
- 4-9 years experience in an IT Service Desk Environment
- Help Desk Institute (HDI) or Service Desk Institute (SDI) certification
- ITIL certification
- Secret clearance
- Possesses and applies a comprehensive knowledge across key tasks and high impact assignments
- Plans and leads major technology assignments
- Functions as a technical expert across multiple project assignments
- May supervise others
- Ability to train and coach service desk specialists (Level 1)
- Physical requirements: Sitting for long periods; Standing for long periods
