Client Support Service Analyst

Goodyear - Niagara Falls, NY

Full-time - Entry Level

Niagara Falls, NY

10,001+ employees

Motor Vehicle and Parts Dealers

About the position

The Client Support Services Analyst plays a crucial role within the Global Client Support Services Organization at Goodyear. This position is responsible for delivering professional and technical support related to Client Support Services, which includes various functions such as Service Desk, Self-Service, and IT Training. The analyst will engage in service transition and continual improvement activities, ensuring that customer needs are met effectively and efficiently.

Responsibilities

• Manage service transition activities including Knowledge Management, Change Management, and Asset/Configuration Management.
• Oversee service operations such as Incident Management, Problem Management, and Request Fulfillment.
• Participate in continual service improvement initiatives using the Seven-Step Improvement process.
• Support existing services by leveraging documented procedures and collaborating with senior team members.
• Provide technical support for internal and third-party systems, implementing changes and testing as needed.
• Engage with internal customers to understand their needs and educate them on available resources.
• Troubleshoot basic problems and escalate issues to senior associates when necessary.
• Monitor, debug, and install third-party software and systems, performing basic configurations as required.
• Document and map workflows and processes using current technologies.
• Participate as a team member on small to medium projects, managing small projects as needed.
• Identify recurring problems and assist in troubleshooting intermediate issues with senior team members.
• Participate in an emergency on-call rotation for after-hours and weekend support.

Requirements

• Bachelor's degree in a relevant field.
• 1 or more years of experience in technical and/or business roles.
• Beginner to intermediate level of technical knowledge.
• Working knowledge of Client Support Services and ITIL v3.
• Strong analytical and problem-solving skills.
• Ability to work under broad supervision and understand business needs.

Nice-to-haves

• Master's degree in a relevant field.
• Experience in a fast-paced, dynamic environment.

Benefits

• Medical insurance
• Prescription drug coverage
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• Life insurance
• Disability insurance
• Tuition assistance
• Sick and vacation time
• Tire discounts