ASM Global
Help Desk Ticket Analyst
ASM Global, West Conshohocken, Pennsylvania, United States,
POSITION: Help Desk Ticket Analyst
DEPARTMENT: Information Technology (IT)
REPORTS TO: Director, IT Systems and Support
FLSA STATUS: Salaried/Exempt
Job Summary
As the world’s leading venue management company and producer of live event experiences, ASM Global is the preeminent management and content partner with over 350 venues worldwide. Operating and investing in the world’s most important stadiums, arenas, convention centers, and theaters requires unmatched dedication and the most profound expertise. Our focus is YOU! Through investments in growth, resources, and technology we strive to enhance the experience of our internal Team Members and to continue creating amazing live experiences for the guests that we serve.
As the world leader in venue management and services, ASM Global (ASMG) has an extraordinary portfolio of venues, partners, owners, and live event experiences. We leverage ServiceNow as our ticket platform for venues and corporate folks that need to submit a request or ticket related to the various applications tat help drive our business. We are looking for a support specialist to manage our SLAs, ticket handling and customer satisfaction as we continue to grow our footprint of systems and venues.
The ideal candidate will have knowledge of ServiceNow, PowerBI and application support. You will play a crucial role in ensuring the smooth operation of our help desk. You will be responsible for managing tickets, escalations and SLAs, providing guidance and support to ensure exceptional customer service. Your expertise in IT support will contribute to the overall success of our organization. You will collaborate with various departments and stakeholders to resolve application and technical issues and implement effective solutions.
Key Responsibilities
Manage and prioritize help desk tickets to ensure timely resolution and customer satisfaction
Develop and maintain help desk procedures and documentation for efficient troubleshooting
Develop and maintain Service Level Agreements for each ticket type, product and support level
Monitor and analyze help desk performance metrics, such as response time and ticket resolution rate
Meet with business teams providing second level support to review performance, meeting SLAs and driving end user satisfaction
Identify trends and escalate these back to product owners to facilitate resolution of the issue Vs the symptom
Work and close tickets as applicable
Identify training needs and provide ongoing coaching for employees handling second level support
Collaborate with other departments, such as IT, Finance, Procurement, Marketing and others to ensure issues are addressed in a timely manner and tickets updated and closed as appropriate
Coordinate with first and third level support teams on efficiency, communication and SLA compliance
Ensure compliance with company policies and procedures
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty with skill, integrity, and trust. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and Experience Profile
Background in help desk and ticket management
Working knowledge of ServiceNow
Functional understanding of finance is a plus
Desired Experience
Microsoft Dynamics 365
PowerBI
Familiarity with M365
Skills and Abilities
Ability to contribute to a team environment across all levels with a high degree of professionalism
Strong communication skills, both verbal and written
Support Level 2 employees for D365
Understand and comply with Internal Control Standards
NOTE
The essential responsibilities of this position are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.
ASM GLOBAL is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.
DEPARTMENT: Information Technology (IT)
REPORTS TO: Director, IT Systems and Support
FLSA STATUS: Salaried/Exempt
Job Summary
As the world’s leading venue management company and producer of live event experiences, ASM Global is the preeminent management and content partner with over 350 venues worldwide. Operating and investing in the world’s most important stadiums, arenas, convention centers, and theaters requires unmatched dedication and the most profound expertise. Our focus is YOU! Through investments in growth, resources, and technology we strive to enhance the experience of our internal Team Members and to continue creating amazing live experiences for the guests that we serve.
As the world leader in venue management and services, ASM Global (ASMG) has an extraordinary portfolio of venues, partners, owners, and live event experiences. We leverage ServiceNow as our ticket platform for venues and corporate folks that need to submit a request or ticket related to the various applications tat help drive our business. We are looking for a support specialist to manage our SLAs, ticket handling and customer satisfaction as we continue to grow our footprint of systems and venues.
The ideal candidate will have knowledge of ServiceNow, PowerBI and application support. You will play a crucial role in ensuring the smooth operation of our help desk. You will be responsible for managing tickets, escalations and SLAs, providing guidance and support to ensure exceptional customer service. Your expertise in IT support will contribute to the overall success of our organization. You will collaborate with various departments and stakeholders to resolve application and technical issues and implement effective solutions.
Key Responsibilities
Manage and prioritize help desk tickets to ensure timely resolution and customer satisfaction
Develop and maintain help desk procedures and documentation for efficient troubleshooting
Develop and maintain Service Level Agreements for each ticket type, product and support level
Monitor and analyze help desk performance metrics, such as response time and ticket resolution rate
Meet with business teams providing second level support to review performance, meeting SLAs and driving end user satisfaction
Identify trends and escalate these back to product owners to facilitate resolution of the issue Vs the symptom
Work and close tickets as applicable
Identify training needs and provide ongoing coaching for employees handling second level support
Collaborate with other departments, such as IT, Finance, Procurement, Marketing and others to ensure issues are addressed in a timely manner and tickets updated and closed as appropriate
Coordinate with first and third level support teams on efficiency, communication and SLA compliance
Ensure compliance with company policies and procedures
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty with skill, integrity, and trust. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and Experience Profile
Background in help desk and ticket management
Working knowledge of ServiceNow
Functional understanding of finance is a plus
Desired Experience
Microsoft Dynamics 365
PowerBI
Familiarity with M365
Skills and Abilities
Ability to contribute to a team environment across all levels with a high degree of professionalism
Strong communication skills, both verbal and written
Support Level 2 employees for D365
Understand and comply with Internal Control Standards
NOTE
The essential responsibilities of this position are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.
ASM GLOBAL is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.