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Position for daily support, basic tool configuration changes and user training related to a service catalog tool.
Assignments include response and troubleshooting to help desk tickets and service requests with escalation to L2 development for complex issues or fixes. Service catalog changes such as adding new offerings and modifying existing offerings. Responding to emails within the support mailbox. Create user documentation and provide regularly scheduled training courses and 1-1 training to requestors, fulfillers and managers.
Experience handling business partner support including after-hours effort.
Strong knowledge of MS Excel, MS Word, MS Outlook and MS Powerpoint. Excellent communication skills required.
ITILv3 knowledge or certification is preferred.
Knowledge of Tivoli Service Request Manager (TSRM) is preferred.
6+ yrs of experience.