Provide the following first line support for all service requests: Prioritization of the request
Support for the customer by attempting to resolve the issue through existing documentation, research of past requests, or other means
Triage the request by gathering more details to assist escalation agent
Open a ticket using Jira
Escalate the request to the appropriate party
Most importantly, communicate often and effectively to the requestor to meet or exceed SLA’s
Monitor and analyze system performance and application health using Datadog, proactively identifying and escalating potential issues to ensure optimal service delivery
Contribute to the creation as well as ongoing maintenance of knowledgebase articles, procedures, and other documentation
Ensure a high level of system and infrastructure availability within agreed upon internal SLA’s
Continually identify automation opportunities
Ensure compliance with all system security requirements
Will be on-call (rotation basis)

Requirements

Benefits

Medical, Dental and Vision – Coverage for employees, dependents, and domestic partners.
Employee Assistance Program (EAP) – Confidential support for personal and work-related challenges.
401(k) Plan – Includes a company matching program and profit-sharing contributions.
Discretionary Bonus Program – Recognizing employee contributions.
Flexible Spending Accounts (FSA) – Pre-tax savings for dependent care, transportation, and eligible medical expenses.
Paid Time Off (PTO) – Begins accruing on the first day of work. Full-time employees accrue 15 days per year, and employees working less than full-time accrue PTO on a prorated basis.
Holidays – A minimum of 10 paid holidays per year.
Family Building Benefits – Includes adoption and fertility assistance.
Paid Parental Leave – Up to 12 weeks of paid leave for employees who meet eligibility criteria.
Life Insurance & AD&D – 100% of premiums covered by Milliman.
Short-Term and Long-Term Disability – Fully paid by Milliman.

Applicant Tracking System Keywords

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

troubleshootingticketingautomationsystem performance monitoringapplication health analysis

effective communicationcustomer-centric approachprioritizationproblem-solving