End User Support Specialist

$60,000 - $60,000/Yr

090 OFFICE OF MANAGEMENT AND ENTERPRISE SERV - Oklahoma City, OK

Part-time,Full-time - Entry Level

Oklahoma City, OK

10,001+ employees

About the position

The End User Support Specialist at OMES plays a crucial role in supporting the Customer Success Team by coordinating projects, managing service requests, and ensuring effective communication between end-users and technicians. This position is essential for maintaining high levels of customer satisfaction and operational efficiency within the organization.

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.
• 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.