One of our clients is in need of a positive, customer service focused individual with high attention to detail. The ideal candidate for this role would be able to successfully multitask between different types of user security requests and user security projects. The position will require on-site work, but will be remote to start.
Account Management
Resolve user account requests from authorized requesters following established policies & procedures and IT control standards. Resolution occurs within established service level agreements with a high rate of accuracy
Update security for existing user accounts for all ATSS applications
Create new accounts for all ATSS applications
Participate in execution of the daily, monthly, and quarterly security audits including production of key data and updates to user accounts
- Assist with development and maintenance of security policy & procedure documents, user guides, and presentation materials
Maintain end user security files in accordance with defined documentation standards
Ensure updates to specific user accounts are executed after training completion so that accounts are maintained according to defined service level agreements
User Security Projects
Gather and document functional requirements for supporting new team and applications requests for user security management
In collaboration with the Service Desk Manager, identify impact of changes to the User Security Management System (USmart), enterprise applications or other downstream applications
In collaboration with the Service Desk Manager and Technology Education Director, plan and execute User Security projects including applying and testing new configuration settings in USmart
Create and publish documentation that describes policy and process changes for new or existing security management services
Assist Service Desk team members in adopting new practices, processes, and policies that result from User Security projects
Communicate clearly and concisely to project teams, service desk team members, and key stakeholders
Develop and manage effective working relationships with other departments, groups and personnel with whom work must be coordinated.
Customer Service
Handle in-bound support requests from staff and alumni for all enterprise applications in the ATSS portfolio and resolve or escalate reported issues within defined service level agreements
Identify potential security incidents and escalate accordingly
Receive, update, document, resolve, and/or escalate support calls using ServiceNow
Analyze and resolve problems involving multiple technologies and platforms in an enterprise environment
Learn, understand, and use key functionality in all ATSS supported applications in order to resolve user support calls including managing data on alumni profiles
Maintain knowledge of key marketing pieces in order to resolve user support calls
Deliver service successfully - achieve SLAs, achieve high customer satisfaction
Evening/weekend/holiday working times will be required based on business priorities. This includes during the Harvard Winter Recess period as well as Memorial Day and Columbus Day weekends
Required Technical Skills/Knowledge:
Minimum of three (3) years' experience in customer service
Demonstrated skill with end user focused work requiring clear communication and collaboration across teams
Experience creating written documentation of communications with customers including resolution and/or escalation paths
Company:Millennial TechLocation:Boston - Massachusetts - United StatesJob Types:Full TimePost Date:December 25, 2021Valid Through:January 25, 2022