Technology Workplace Support Services
Responsibilities include:
-Ensure all support processes (both project and business as usual) include asset record updates as necessary and manage the implementation into workflows
Ticket and Asset Database Updates
-Management of ServiceNow Requests/Tasks and/or Incident tickets
-Identification of new products / hardware make/models into database
-Asset update / recording into database and ensure ticket quality
-Tracking, reporting and escalation of issues
-Work with design and development teams to introduce requirements for asset inventory changes and automated workflows
-Interaction with various members across WSS, Infrastructure and Corporate Services
-Understand, articulate and implement changes within team, as overall Program Leads establish new and/or updated goals, scope and/or tooling
-Communicate and provide training/education to teams who perform asset movement (e.g. groups outside of WSS, large scaled project teams, new WSS team members)
-Establish and maintain documentation for operational processes that align with the Firm's policies and procedures
-Work with infrastructure teams in order to build a process to centrally monitor, manage and record infrastructure (e.g. network) assets across ~600 locations-Audit
-Perform verification and audit of content, ticket workflows and asset inventory
-Establish frequency based on requirements from Risk groups and self-audit capabilities
-Establish KPI/metrics and standardize reporting on a scheduled basis
Qualifications:
-Bachelors degree and/or extensive relevant experience
-Minimum of 3 - 5 years experience in technology or technology troubleshooting environment
-Asset Tracking / Management experience a must
-Experience with ServiceNow (or similar ticketing system)
-Strong organizational and problem solving skills
-Excellent verbal and written communications skills
-Advanced Microsoft Excel
-Proficient in other MS-Office productivity applications
-Proficient in Share Point site maintenance
-ITIL certifications a plus