Support Agent
About The Position
The RTS (Real Time Support) Analyst supports day-to-day RTS operations by triaging and processing business escalations and access requests submitted through ServiceNow. The role reviews, analyzes, processes, and drives escalations to resolution; completes daily control checks; and monitors financial services data. It helps ensure issues and requests with potentially critical business impacts are resolved correctly and promptly. This is a contract position based fully onsite in Austin, Texas. The schedule is 11:00 a.m. to 8:00 p.m. CST, five days per week. Some weekend work is required on a rotation, including a three-hour Saturday shift every three weeks; those hours may be taken off during the workweek in lieu. Work may not exceed 40 hours in any week.
Requirements
- Excellent time-management skills.
- Strong attention to detail.
- Previous experience in a help desk environment.
- Experience with ServiceNow.
- Proactive approach to work.
- Ability to work and communicate with multiple audiences and teams.
- Strong troubleshooting skills.
- Ability to learn complex system ecosystems.
- Ability to be flexible and adapt to changing day-to-day work.
- Ability to be assertive while remaining courteous when working with varied personalities.
- Resourcefulness and willingness to look for solutions before asking leads for answers.
Responsibilities
- Monitor the ServiceNow escalation queue and take ownership of submitted tickets.
- Review, analyze, process, and route tickets to the appropriate engineering team when needed.
- Ensure tickets are prioritized correctly, contain pertinent information, are assigned to the correct group or individual, and are in the correct state.
- Manage owned tickets from submission through resolution and provide updates within designated timelines.
- Process onboarding requests and ensure procedures are followed and approvals are provided.
- Conduct regular financial-services data checks and monitoring; escalate abnormalities or discrepancies to the appropriate team or contact. Checks are conducted seven days a week.
- Collaborate with engineering, business stakeholders, and other teams to drive issue resolution or obtain clarification.
- Attend, host, and prepare materials for recurring meetings; schedule and host troubleshooting sessions with engineering as needed.
- Assist the Back Office Support team with task reviews and quality checks as needed.
- Participate in business validation testing and miscellaneous projects as needed.
Benefits
- Medical insurance, subject to eligibility.
- Dental insurance, subject to eligibility.
- Vision insurance, subject to eligibility.
- Critical illness, accident, and hospital coverage, subject to eligibility.
- 401(k) retirement plan with pre-tax and Roth post-tax contributions available, subject to eligibility.
- Voluntary life and AD&D insurance for employees and dependents, subject to eligibility.
- Short- and long-term disability coverage, subject to eligibility.
- Health Spending Account (HSA), subject to eligibility.
- Transportation benefits, subject to eligibility.
- Employee Assistance Program, subject to eligibility.
- Time off or leave, including PTO, vacation, or sick leave, subject to eligibility.
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
