IT Engineering Coordinator

 IT Engineering Coordinator

JOB SUMMARY: 

• This position plays a pivotal role in delivering exceptions user support and customer service for ServiceNow and a range of company-supporter applications and platforms. This role navigates and troubleshoots issues, skillfully triaging and escalating problems as needed, while providing insightful recommendations for practical solutions.  This role ensures seamless and efficient experience for all users, empowering them to make the of the tool at their disposal.

SUPERVISORY RESPONSIBILITIES: 

• None

ESSENTIAL FUNCTIONS:

Responsibilities:

• Tier two software engineering support and training for ServiceNow and Capstone applications such as Insight Portal and Compliance tracking
• Monitor ServiceNow incidents and requests, assign them to the appropriate software engineer team
• Respond to requests for software engineering assistance either in person, via Slack, Teams, or email
• Ensure that ServiceNow incidents and requests are assigned in a timely manner on Capstone Close Day, ideally within minutes
• Track and route problems and requests while information management of recurrent issues
• Redirect problems to the correct resource or department as necessary
• Research questions using available service desk and software engineering resources
• Advise service desk staff on appropriate actions to take
• Follow up with the help desk, engineers, and users to ensure complete resolution of issues
• Identify and escalate situations that require urgent attention
• Prepare ServiceNow training manuals for the new software engineering team
• Train users on ServiceNow dashboards a needed
• Facilitate daily software engineering support meetings
• Facilitate weekly change management review meetings

*Performs Additional Responsibilities As Assigned*

QUALIFICATIONS: 

education and/or experience: 

• Associate’s degree in computer science, or related field, or equivalent from two-year college or equivalent combination of education and experience.

• Minimum 2 years of experience in researching, analyzing, and interpreting automated system issues.
• Familiarity with call tracking systems.

knowledge, skills and abilities:

• Intermediate proficiency with MSOffice Suite including Outlook, Teams, Word, Excel, PowerPoint and OneNote
• Demonstrated ability to provide excellent customer service
• Demonstrated knowledge of responsible and ethical AI-prompting skills
• Excellent interpersonal and communication skills (written and verbal)

physical requirements: 

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to be in front of a camera at times.