ServiceNow Coordinator - W2 Only
EPMA•Houston, TX
•Onsite
About The Position
The ServiceNow Coordinator will serve as the primary point of contact for all ServiceNow requests and tickets assigned to the Network team. This individual will be responsible for coordinating incoming work, ensuring tickets are properly categorized, prioritized, assigned, tracked, and resolved within established SLAs. The role requires strong organizational and communication skills, along with a solid understanding of ServiceNow and IT Service Management (ITSM) processes.
Requirements
- 3+ years of experience working with ServiceNow in a Coordinator, Service Desk, IT Support, or IT Operations role.
- Experience managing Incident, Request, and Change Management tickets within ServiceNow.
- Strong understanding of ITIL and IT Service Management (ITSM) best practices.
- Experience coordinating ticket queues for Cisco networking Teams (routers, switches, troubleshooting environment).
- Ability to prioritize, triage, assign, and monitor high volumes of support tickets while meeting SLA requirements.
- Strong organizational and multitasking skills with excellent attention to detail.
- Excellent verbal and written communication skills with the ability to interact with technical teams and business stakeholders.
- Experience tracking ticket metrics, preparing reports, and monitoring SLA/KPI performance.
- Proficiency with Microsoft Office, particularly Excel, Outlook, and Teams.
- Ability to work effectively in a fast-paced, collaborative environment with minimal supervision.
Responsibilities
- Serve as the primary point of contact for all ServiceNow requests and tickets assigned to the Network team.
- Coordinate incoming work, ensuring tickets are properly categorized, prioritized, assigned, tracked, and resolved within established SLAs.
- Manage Incident, Request, and Change Management tickets within ServiceNow.
- Coordinate ticket queues for Cisco networking Teams (routers, switches, troubleshooting environment).
- Prioritize, triage, assign, and monitor high volumes of support tickets while meeting SLA requirements.
- Track ticket metrics, prepare reports, and monitor SLA/KPI performance.
Benefits
- On-the-job learning
- Professional development programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
