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TEKsystems Escalation Analyst in Seattle, Washington

ESCALATION ANALYST 100% REMOTE OPPORTUNITY

Description:

The role of the technical account manager (also known as escalation analyst) will be a part of a larger engagement for TEKsystems where we have over 60+ individuals on project. Managing, supporting & working on ticket case management, working on business to business engagement, interpretation of tickets that contain info around data networks (routers and switches- understanding of meraki routers is a bonus). This role will take ownership of open tickets (managing potentially 20 in a day where they could take minutes to officially close out or days based on the complexity of the issue ) This role is not troubleshooting technical issues, but reviewing the tickets, interpreting the data and taking ownership of how to close out and follow up to ultimate resolution.

This team is within the Retail Operations Infrastructure team. (RIO)

Example: Our client has undergone the changing of a large portion of their stores to Cisco Meraki Solutions. A number of tickets have been created due to this change and some of the info within the tickets may not be completely accurate or have been closed out due to the complexity of the issue. We need help from a TAM (Technical Acct Mgr)/ escalation analyst to review the data of the tickets and provide feedback/solutions on next steps or closure of the tickets

In addition, working with numerous groups internal teams primarily.

Internal: Retail Operations, Engineering, Store Development

IDEAL CANDIDATE:

Ticket Management/escalation management experience within ServiceNow and networking is ideal.. Wanting to grow and gain additional knowledge and learn the in's/outs of the role in becoming a subject matter expert. They will be utilizing ServiceNow for project tracking and service management and updates. Any ITSM experience is plus, but willing to train. Someone with ServiceNow experience is a big plus. As a TAM/escalation analyst it will be nice to see Excel, Jira experience. We are not looking for experts, but proficiency levels to manipulate spreadsheets without complex formulas and use vmatch or vlookup. . Most of the report will be pulled from ServiceNow . Seeking individuals that are "go-getter" to see the answers, ask questions, take notes, energetic, curious, and ability to retain information and learn processes to be successful on this team. Taking ownership and project coordination extremely helpful.

TYPICAL DAY:

Starting out, this person will be involved with management of open tickets and interpretation of data. . They will be trained on tools being used, like (ServiceNow, Microsoft Teams) & internal client tools.

Working daily tasks for reviewing open tickets around networking issues to then allocate for appropriate follow up and closing of open tickets.

Be familiar with Network concepts and telecom and network nomenclatures.

Example: T1's, Cable broadband, Fiber, FIOS, DSL, Frame Relay, Wifi Provisioning, POS front & Back office hardware/cabling. VPN tunneling support. IP/TCIP, telnet, DNS, DHCP/Static, Cisco Router products, Technical writing, documentation, Visio diagrams, excel data entry.

Daily Task:

· Proactively identifies and effectively assesses improvement opportunities (productivity/efficiency gains,

· Utilizes agile delivery methodologies and participates on scrum teams in execution of solution delivery projects

· Discuss ticket needs and determine vulnerabilities or areas of opportunity to create guidelines for common open tickets.

· Demonstrates system proficiency and leverages subject matter expertise to perform root cause analysis and assess issue trends.

· Coordinates issue resolution with cross-functional teams. Provides timely and thorough communication regarding issue status/resolution with end-users and other key stakeholders.

· Creates and maintains systems documentation (e.g. Microsoft Teams, Knowledge Base Articles) Develops and facilitates system training.

Skills:

Ticket management, data analysis, Networking Concepts, Ticketing Systems, excel, servicenow, jira, network, network infrastructure, provisioning, project coordination

Top Skills Details:

Ticket management,data analysis,Networking Concepts,Ticketing Systems

Additional Skills & Qualifications:

Leadership

· Partners with business and proposes solutions/improvements.

· Works effectively in a self-directed manner with minimal direction from lead and/or manager.

· Leads smaller streams of work. Interfaces across all organization levels comfortably.

· Generates new ideas and influences decisions within and outside team.

· Demonstrates knowledge of telecommunications industry trends and innovative thought leaders

Project tools experience. Excel, Jira or other ITSM tools. Basic network concepts, ServiceNow. Some of these skills at a proficiency level. ServiceNow can also be trained.

We are not looking for hands on networking experience, candidates who can support management of cases and ticket management are ideal along with understanding of concepts within networking routers/switches.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

We are an equal opportunity employers and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. To view the EEO is the law poster click here. Applicants with disabilities that require an accommodation or assistance a position, please call 888-472-3411 or email mpowers@teksystems.com. This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Messages left for other purposes will not receive a response.

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