• IT Technical Specialist

    Location US-Laramie
    Job ID
    2018-8392
    # 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.

    Responsibilities

    Level 2 support position for a dedicated application used across multiple countries and business-units.  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 Resolver is one of the public faces of the product to the business users, providing essential and quality support within SLA guidelines and best practices helping to ensure the continuing advancement and growth of the product within the UL family.

     

     

    • 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
    • Accurately document all communication related to incidents or problems
    • Maintain contact with Service Manager, Developer Lead, and other product owners as necessary to distribute and receive accurate information
    • Ability to judge and adjust to customer state-of-mind while providing support
    • Accurately communicate processes to customers and when necessary remediate training
    • Accurately document and communicate customer needs to Service Manager and other product owners
    • Group related customer incidents into larger problem categories
    • Follow documented resolution and management workflows

     

     

     

     

    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

     

    • Some University education in an Applied Science or a related discipline plus generallytwo years of directly related experience.
    • Demonstrated ability and knowledge of computer systems including networkinfrastructure, servers and PABX systems.
    • Demonstrated ability to work independently, and demonstrated high level organizationaland multi-tasking skills in a technical environment.

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