Business Analyst, ITOM
NewRocket
ITSMServiceNow
Customer Service Representative
GovCIO
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $18 - $28 per hour
Job Level
JuniorMid-Level
Tech Stack
ITSMLinuxServiceNow
About the role
- Receive and respond to informational inquiries and service requests via telephone, e-mail, facsimile, postal mail, and the Internet
- Provide Tier 1 support for Appellate, District and Bankruptcy Case Management, Electronic Case Filing (CM/ECF)
- Respond to escalated and complex inquiries and provide solutions
- Use ITSM tool to create, track, and update tickets
- Perform remote troubleshooting and determine best solutions
- Properly escalate unresolved queries to next level of support
- Ensure accurate recording, documentation, and closure of each issue
- Follow up with users and preserve and grow the knowledge base
- Review and recommend improvements to application instructional or procedural documentation
Requirements
- High school diploma with 0 - 2 years experience
- Strong understanding of troubleshooting IT issues
- Flexibility and adaptability to handle different product service calls
- Good verbal and written communication skills
- Must be able to acquire and maintain an active AOUSC Public Trust
- Experience with ServiceNow (preferred)
- Software application management experience (preferred)
- Networking/Security experience (preferred)
- Knowledge of Microsoft Office & Teams (preferred)
- LINUX (preferred)
- Understanding of ITIL best practices (preferred)
- Background in Federal appellate, district and bankruptcy court operations (preferred)
- Court experience with case management applications (preferred)
