US Remote
Full TimeRemote (US), Experienced (Full Time)
Description:
This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.
Responsibilities:
- Delivers and leads team in the delivery of Tier 2 remote hardware and software support services to clients to resolve product use and ServiceNow problems, and/or questions relating to enterprise systems, networks and application software, as well as desktop applications that are beyond the scope of the client’s first level help desk support function. Provides referrals and/or dispatches to other service providers to ensure that client’s service level and technical requirements are met. Interacts with clients in person or by telephone. Answer questions about installation, operation, configuration, customization, and usage of second level remote hardware and software products. Applies diagnostic techniques to identify problems, investigates causes and recommends solutions to correct failures. Provides alerts and situation status information to both client and Unisys management. Coordinates critical client issues as well as new product and/or system implementations. Monitors performance and ensures completion of operational processes including incident resolution, root cause analysis, change management, and continual service improvement in accordance with Service Level Agreements. Prepares, approves and coordinates the implementation of technical documentation and ensures that technical and client documentation is clear, current, accurate and complete. Identifies, develops and conducts training needs for other analysts and clients as appropriate. May participate or lead defined projects activities. Initiates process improvements for internal and external clients.
Qualifications:
- University degree or equivalent education and experience
- Minimum of 5 years ServiceNow administration experience
- ServiceNow CSA Certification
