Service Now Call Center Manager | Beacon Technologies

Service Now Call Center Manager

Posted on April 13, 2021

Location

Green Bay, WI
8730

Position Details

Full-Time

Job Summary

Our client is looking for a ServiceNow expert who also has a strong MES background. 

MES Support Lead
•ServiceNow expert
•Proactively monitor system / email alerts
•Provide system/process coaching to operations and other IT partners
•Develop, communicate and enforce SLAs, Support Team expectations & MES team expectations (relating to support).
•Support incident management and escalations
•Manage and communicate support schedules
•Liaison between other support groups (mfg IT teams, site IT, ERP IT teams, etc.)
•Support Communications to user/site communities◦MES System Outage communications
◦MES Deployments and planned outages
◦Incident escalations
◦Newsletters
•Support Analytics (ServiceNow), identify and communicate trends. Weekly report outs to team.
•Coaching, training (IT and End User), Job Aid Development, Support knowledge base development
•Member of the support rotation.
•Triage, resolve, document issues. Create bugs and PBIs as needed for agile team.
•Share support issues and knowledge with the team.
•Recommend and contribute functional process improvements to the team.

About Beacon Technologies

Are you looking to advance your career in information technology? Beacon Technologies offers career advancement opportunities, extensive training, and excellent benefits including paying for health and dental premiums for salaried employees. In addition to providing interesting opportunities, Beacon Technologies provides that old fashioned, personal touch, so you feel like a part of the Beacon team.