ServiceNow Help Desk Assistant Managers

Location: Warren, NJ Description: Our client is currently seeking a ServiceNow HelpDesk Assistant ManagersThis job will have the following responsibilities:

• Provides a thorough knowledge of an ITSM and metrics so they drive alignment with industry standards and best practices
• Ability to assist when vendor has problems with resolving issues and can assist to find fixes for them while relaying information to customers or staff members, as to why the problem occurred, how to resolve the issue and/or to escalate appropriately
• Tracks all escalations and issues as requested by Customer Service Manager
• Works with Customer Service Manager to develop procedures and processes to be followed by outsource team to create efficiencies for the Service Desk
• Ability to manage meetings independently and work on projects that pertain to the Service Desk while other projects are managed by Service Desk Manager

• Bachelor's degree (Emphasis in Information Technology or Computer Science)
• Minimum of 2 years of experience in Service Desk as Supervisor or Manager
• Customer service - provides high-quality customer service over the phone and online to resolve technical issues
• Computer skills - Answers technical questions, explain how to perform specific software functions, and train clients to use computer systems and demonstrates computer competency
• Communication skills - understands computer problems and clearly relays instructions to solve these issues by providing excellent communication
• Analytical thinking -analyzes computer problems based on information they're given and the ability to think critically
• Attention to detail -pay constant and close attention to small details to find and isolate technical problems
• Demonstrates proficiency at consolidating data from numerous sources to create presentations for all levels of management or other stakeholders
• Significant experience working with Excel, ServiceNow, and any other tools related to Service Desk metrics, quality control, surveys, chat, incidents, or requests
• Understands and has a solid understanding of the major service issues impacting IT
• Knowledge of reporting mechanisms and ability to pull together end to end information through metrics.
• Experience working with ServiceNow or other CRM/Service Management platform is preferred
• Knowledge of statistics and critical thinking skills
• Must have strong relationship building, influencing and consultation skills and be able to establish and maintain positive work relationships with peers, management, key stakeholders and clients
• Ability to provide reports at meetings as appropriate and deliver messages to management
• Strong analytical problem solving, priority setting, facilitation, and collaboration skills