Supports the Service Desk Manager and Incident Manger in the identification, resolution, and documentation related to incidents and problems and provisioning of new services. Analyzes data and metrics produced by the ACD, ServiceNow, and other available tools to look for trends and opportunities for enhanced customer service. Monitors customer satisfaction and issues. Tracks and reports SLA compliance. Recommends improvements to the customer experience and delivery of services.

Required Skills

Required Experience

• Minimum of 4 years of experience in a Service Analyst / Customer Advocate or related role.
• Must have experience using the ServiceNow ITSM platform.
• Must have experience monitoring, analyzing, and reporting against service metrics.
• Tableau skills are strongly desired.
• Must be able to multitask assignments and projects, work in a fast-paced environment, and be able to work both independently and as part of a team.
• Ability to effectively communicate verbally and electronically to various levels of staff with various levels of understanding of technology.
• Must have a positive and patient customer service attitude.
• ITIL v3 Foundations / ITIL 4 certification is desired.
• Must be able to obtain agency suitability clearance prior to start date.

• Excellent organizational and time management skills. • Excellent verbal and written communication skills. • Interpersonal skills necessary to develop and maintain effective internal and external relationships and to project a professional and positive image of the Institution. • Ability to handle confidential and highly sensitive information with a high degree of tact and diplomacy. • Computer literate (i.e., software programs, Internet, email, etc.) • Skill in organizing resources and establishing priorities • Ability to develop and maintain recordkeeping systems and procedures • Experience with qualitative and quantitative data management is desirable