End User Support Specialist

$60,000 - $60,000/Yr

State of Oklahoma

Full-time - Entry Level

Executive, Legislative, and Other General Government Support

About the position

The End User Support Specialist at the Office of Management and Enterprise Services (OMES) is responsible for providing support to the Customer Success Team by coordinating projects, managing service requests, and ensuring effective communication between end-users and technicians. This role involves maintaining records in the ServiceNow platform, generating reports, and analyzing data to improve service delivery efficiency. The position requires a strong focus on customer service and collaboration with various teams to meet project objectives and enhance user satisfaction.

Responsibilities

• Assist in the planning, execution, and monitoring of Customer Success Operational projects under the guidance of the End User Services Director.
• Collaborate with cross-functional teams to gather project requirements, set objectives, and define project scopes.
• Maintain project timelines, track progress, and communicate updates to relevant stakeholders.
• Identify potential project risks and propose mitigation strategies.
• Support the preparation of project documentation, including status reports and post-project evaluations.
• Receive, review, and prioritize incoming service requests, incidents, and tasks through the ServiceNow platform.
• Assign cases to appropriate technicians based on skill set, workload, and availability.
• Ensure accurate documentation of case details, steps taken, and resolutions in the ServiceNow system.
• Monitor case progress, follow up with technicians, and ensure timely resolution of cases within defined SLAs.
• Escalate complex or critical cases to Customer Success leadership as necessary.
• Serve as a primary point of contact for end-users and technicians regarding case assignment and status updates.
• Collaborate with IT teams, technicians, and end-users to gather information, clarify requirements, and provide solutions.
• Communicate effectively with stakeholders to manage expectations and ensure a high level of customer satisfaction.
• Maintain accurate and up-to-date records within the ServiceNow platform.
• Assist in the configuration and optimization of ServiceNow workflows, templates, and automation rules.
• Participate in platform improvement discussions to enhance service delivery efficiency.
• Generate and analyze reports related to case assignment, technician performance, and service level adherence.
• Provide insights and recommendations for process improvements based on data-driven analysis.

Requirements

• Two years of professional experience in Information Technology or Project Management, or 24 credit hours in computer science, management information systems, business, or related field.
• Experience providing end user support through an Enterprise ticketing system.

Nice-to-haves

• Excellent communication skills - oral and written.
• Ability to build positive rapport quickly with customers and team members.
• Ability to multitask without sacrificing work quality.
• Ability to work in a deadline-oriented environment under direct supervision.
• Ability to produce an accurate, timely and quality work product, and pay attention to detail.
• Ability to establish and maintain effective working relationships with others.
• Ability to provide excellent customer service to both internal and external clients.

Benefits

• Generous leave including 15 days of vacation, 15 days of sick leave and 11 paid holidays annually.
• A comprehensive Benefit Package with a generous benefit allowance to offset the cost of insurance premiums for employees and their eligible dependents.