Support Agent

TEKsystems•Austin, TX

4d•$28 - $30•Onsite

About The Position

A Support analyst is responsible for day-to-day operations including triaging and processing escalations and access requests submitted by the business through ServiceNow, reviewing, analyzing, processing and driving escalations to resolution, carrying out daily control checks and monitoring of financial services data. The Agent performs an important function in ensuring issues and requests, that can have critical business impacts, get resolved in a timely and correct manner.

Requirements

Excellent time Management skills
Great attention to detail
Former experience in a help desk environment
Experience with ServiceNow
Proactiveness
Ability to work and communicate with multiple audiences and teams
Strong trouble shooting skills
Ability to learn complex system ecosystems

Responsibilities

Monitor ticket escalation queue and take ownership of submitted tickets.
Review, analyze, process and route tickets to correct engineering team when needed.
Ensure ticket is properly prioritized and contains the pertinent information.
Manage any owned ticket from initial submission to resolution.
Ensure ticket is updated within designated timelines and contains all necessary information.
Process onboarding requests and ensuring proper procedures are followed and approvals are provided.
Conduct regular checks and monitoring of financial services data.
Escalate abnormalities or data discrepancies to appropriate team or contact.
Work and connect with various stake holders and other teams to push resolution or get clarification on issues.
Attend, host and prepare material for regular occurring meetings.
Schedule, host and prepare, as needed, for trouble shooting sessions with engineering.
Assist in reviewing and quality checking tasks as a part of the Back Office Support team, as needed.
Participate in business validation testing and various projects, as needed.