Description:
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This higher ed client utilizes ServiceNow as their incident management tool. The tool allows the technical support staff to document incidents and information to resolve tickets. This technician will be responsible for various tasks and administration supporting the ServiceNow Platform. Day to day duties will include but are not limited to; adding users into groups, training users on the platform as well as how to adopt best practices, and overall monitoring and maintaining the platform. This person will also be responsible for creating reports regarding frequent incidents and/or requests as well as analyzing common themes. They will then use this information to propose solutions to the Service Desk Coordinator and Manager.
This individual should have basic experience and knowledge around software and hardware troubleshooting. Knowledge of a ticketing system and/or incident management tool is required. Entry level experience and knowledge of programming and coding is highly desired as well. Some languages the technician would ideally have knowledge on are Javascript, C++, Python, SQL, etc. This technician should have experience with creating reports as well as working within/operating databases.
The ideal candidate for this position is an individual with critical thinking skills, superb customer service skills as well as the foundational IT support knowledge.
Skills:
troubleshooting, software support, Servicenow
Top Skills Details:
troubleshooting,software support,Servicenow
Additional Skills & Qualifications:
Bachelors in computer science or information technology.
Experience Level:
Entry Level
