IIT Jobs Database - HelpDesk: ServiceNow Job Opening in Albany NY

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ID	Location	Skills	$$	Job Type	Status
13576	Albany, NY 12226	HelpDesk: ServiceNow	DOE	Contract	OPEN
If you are unable to click on links above to submit resume, you may email your resume to *jobs@iit-inc.com* *Subject=*IIT Career Site/Resume for JobID=13576 (HelpDesk: ServiceNow) in Albany NY 12226 (SJU)
Estimated Length: 24 months 8 hrs - 8 AM to 5 PM Requirements Knowledge, Skills, & Abilities: • Experience with ServiceNow or other ticket or case management software is a plus • Strong MS Windows, MS Outlook, and MS Office knowledge particularly in MS Excel and MS Word • Knowledge of basic accounting principles • Excellent communication skills • Works well with others • Reliable and trustworthy • Ability to multi-task and set priorities • MS SharePoint knowledge is desirable • Ability to write non-technical correspondence, communicate in writing Basic Duties • Answer calls and e-mail messages as they come in to the Statewide Financial System (SFS) Help Desk • Accurately document all issues and requests during the initial call • Analyze user issues and questions. Leverage system knowledge and use knowledge base resources to pinpoint resolution and answers for users. • Route issues and requests to appropriate second line of support - Establish and maintain a working knowledge of the Statewide Financial System’s navigation, procedures, and processing requirements - Support users in the use of the system including, but not limited to, navigation, access, and reports. • If required, route issues and requests to appropriate second line of support • Coordinate schedule with Help Desk supervisor to ensure coverage during established business hours. • Learn to use Help Desk core tools to assist users when needed and obtain a base knowledge in the core products supported by the Help Desk • Participate in appropriate training, workgroups and agency meetings • Perform operation tasks: - Password resets in various test and production environments - User provisioning in various test and production environments - 1st Level Support for Help Desk and Security Incidents

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