Provide Tier 1/2 Help Desk Support for the EPA Next Generation Grant System
Master aspects of User Roles and Use Cases for the EPA Next Generation Grant System
Open and manage ServiceNow helpdesk tickets
Escalate high priority issues
Investigate and test reported issues
Communicate step-by-step solutions to end-users
Actively manage NGGS tickets and end user requests
Run daily checks and test applications on NGGS and related systems
Support the creation and maintenance of Standard Operating Procedures and knowledge management materials

Requirements

Bachelor's with 5 - 8 years of IT business analysis experience (or commensurate experience)
3+ years’ experience Help Desk Support
3+ years of application operations support
Experience with ServiceNow, Jira, or a Salesforce CRM platform
Proficient in Microsoft Office Suite and SharePoint
Ability to work independently and as a team member in a hybrid-remote work environment
Experience documenting customer issues and requests
Excellent verbal and written communication skills

Benefits

Employee Assistance Program (EAP)
Corporate Discounts
Learning & Development platform
Training, Education and Certification Assistance
Referral Bonus Program
Internal Mobility Program
Pet Insurance
Flexible Work Environment

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

Help Desk SupportIT business analysisapplication operations supportdocumenting customer issuesUser RolesUse Casesinvestigating issuestesting applicationscreating Standard Operating Proceduresknowledge management

Soft skills

communication skillsindependent workteam collaborationproblem-solvingescalation management