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Job Information Job Opening ID: 6125 Date Opened: 12/19/2019 Job Type: Contract Language Skills: English Location: Beaverton, Oregon Industry: IT Services City: Beaverton State/Province: Oregon Country: United States Zip/Postal Code: 97006 Job Description
Responsibilities Delivers first line support for all user problems, troubleshoot issues with or on computer hardware, software or peripherals in an effective, efficient and timely manner. Acts as a single point of contact between service providers and users, on a day-to-day basis. Serves as the focal point for reporting incidents and processing service requests Responsible for Logging, tracking, and expediting of problems & incidents as they occur. Responsible for keeping stakeholders current as to resolution status and maintain a high level of overall customer satisfaction. Handle all incoming service requests, either per mail, on paper or in person and enter them into the problem management system. Required Experience ServiceNow Experience
Bulk of the work is spent using this tool to do the following
~60-75%: Service Desk Ticket Management & Escalation Process Management Oversight Service Desk Call Quality Audits Technical Writing - Knowledge Article creation, publication and editing
Customer and Tech facing. Ticket Management Reports & Follow up with Assignment Group Owners Managing account tickets Microsoft Office Experience
Outlook, Word, Excel, PPT, SharePoint Job does require recording meeting minutes and distributing them out weekly. Data Analyst
Create ad-hoc reports & identify trends Service Desk Support Experience Understanding of ITIL, Agile, LEAN principles Experience working at Nike Understand how to analyze and improve processes Coding experience* Automation experience* *Nice to have Personality Traits We Are Looking For Self-starter Coachable, teachable and adaptable Comfortable reaching out to people via email or by phone if needed. Collaborate well with others
Role requires cross-functional collaboration with various groups within and outside of technology.
Job Information Job Opening ID: 6125 Date Opened: 12/19/2019 Job Type: Contract Language Skills: English Location: Beaverton, Oregon Industry: IT Services City: Beaverton State/Province: Oregon Country: United States Zip/Postal Code: 97006 Job Description
Responsibilities Delivers first line support for all user problems, troubleshoot issues with or on computer hardware, software or peripherals in an effective, efficient and timely manner. Acts as a single point of contact between service providers and users, on a day-to-day basis. Serves as the focal point for reporting incidents and processing service requests Responsible for Logging, tracking, and expediting of problems & incidents as they occur. Responsible for keeping stakeholders current as to resolution status and maintain a high level of overall customer satisfaction. Handle all incoming service requests, either per mail, on paper or in person and enter them into the problem management system. Required Experience ServiceNow Experience
Bulk of the work is spent using this tool to do the following
~60-75%: Service Desk Ticket Management & Escalation Process Management Oversight Service Desk Call Quality Audits Technical Writing - Knowledge Article creation, publication and editing
Customer and Tech facing. Ticket Management Reports & Follow up with Assignment Group Owners Managing account tickets Microsoft Office Experience
Outlook, Word, Excel, PPT, SharePoint Job does require recording meeting minutes and distributing them out weekly. Data Analyst
Create ad-hoc reports & identify trends Service Desk Support Experience Understanding of ITIL, Agile, LEAN principles Experience working at Nike Understand how to analyze and improve processes Coding experience* Automation experience* *Nice to have Personality Traits We Are Looking For Self-starter Coachable, teachable and adaptable Comfortable reaching out to people via email or by phone if needed. Collaborate well with others
Role requires cross-functional collaboration with various groups within and outside of technology.