• IT Technical Specialist

    Location US-WY-Laramie
    Job ID
    2018-10031
    # of Openings
    1
    Job Category
    Information Technology
  • Overview

     

    Contribute to a Safer, More Secure, and More Sustainable World.

    At UL, we know why we come to work. Thousands of us around the world wake up every day with one common purpose – to make the world a safer, more secure, and more sustainable place to live. We clear the way for our customers to introduce the latest products, technological advances, and systems in an increasingly complex world so they can provide peace of mind to the market. Our integrity is woven throughout our company and shapes the way we approach deliver our solutions. We are proud that the work we do every day has a meaningful contribution to society. We continue to build upon our legacy of trusted expertise and partnership to keep our communities safe and secure as we march forward into the future. This helps us to sleep better at night, and we are confident that the millions of people we touch rest easier too.

     

    We’re looking to build out a world-class team of development and support analysts within our new Center of Excellence based in Laramie, WY. Team members will contribute to and drive the implementation and maintenance of some of our most critical, enterprise-wide business systems. As a UL Incident Analyst/Resolver, you will provide support and make enhancements to some of our most essential systems in our application portfolio, while assuming greater responsibilities along the way.

    Responsibilities

     

     

    This is a Level 2 support position for a dedicated set of applications used across multiple countries and business units. An Incident Analyst/Resolver will be responsible for managing and responding to incidents received during their resolver group’s responsible hours, as well as following up on incidents assigned to them. Incident Resolvers work directly with users, and are the often the public face of product support to business users providing essential and quality support within SLA guidelines and best practices. This role also works with Level 3 and Level 4 support to escalate issues, and helping to ensure the continuing advancement and growth of the product within the UL portfolio.

     

    Job Responsibilities:

    • Track, update, and research product issues as reported by users.
    • Correspond with customers to determine additional information and deliver accurate status and informational updates.
    • Update informational website(s) with known issues and work-arounds.
    • Investigate error logs and trace errors across multiple platforms to determine possible root causes and make related recommendations.
    • Work independently to manage and maintain incidents and problems in Service Now IT Service Management system.
    • Open incidents and problems based on customer communication, and group related customer incidents into larger problem categories.
    • Accurately document all communication related to incidents or problems.
    • Maintain contact with the Service Manager, Developer Lead, and other product owners as necessary to distribute and receive accurate information.
    • Judge and adjust to customer state-of-mind while providing support.
    • Follow documented resolution and management workflows, and develop/update these appropriately.

     

     

    Qualifications

    The qualities below are indicative of the type of individuals we’re looking for:

    • Investigation – Attention to detail with action oriented problem solving skills.
    • Excellent communication skills – Both written and verbal.
    • Documentation – Clearly summarize and document ideas, conversations, and processes.
    • Organization – Highly motivated with the ability to prioritize multiple tasks with or without supervision.

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