Full-Time

Customer Service Analyst

Posted on 11/23/2024

Seneca Nation Group

Seneca Nation Group

201-500 employees

Provides services for federal government missions

Consulting
Financial Services
Aerospace

Compensation Overview

$80k - $90kAnnually

Junior

Lakewood, CO, USA

Hybrid position based in Lakewood, CO.

US Top Secret Clearance Required

Category
Customer Experience
Customer Support
Customer Success & Support
Required Skills
Microsoft Azure
ServiceNow
AWS
Customer Service

You match the following Seneca Nation Group's candidate preferences

Employers are more likely to interview you if you match these preferences:

Degree
Experience
Requirements
  • 1-2 Years of strong customer service skills to assist and guide customers through various processes in a primarily information technology environment
  • Excellent verbal and written communication skills to manage complex communications effectively
  • Ability to coordinate with technical resources and manage implementations
  • Proficiency in using and managing ticketing systems such as ServiceNow.
  • Ability to create and maintain comprehensive documentation and communication materials
  • Understanding of cloud services and concepts. Experience in Azure and AWS is preferred
  • Strong problem-solving and critical thinking skills/abilities
  • Ability to work independently and part of a team
  • Team management skills with the ability to prioritize tasks effectively
  • Basic knowledge of managing projects
  • Basic knowledge of ITIL framework
  • Active SECRET Clearance
Responsibilities
  • Help customers define and refine their service request requirements and guide them through the service request process
  • Create, route, and manage ServiceNow (SNOW) tickets for tasks such as virtual and physical machine installations, decommissions, moves, and changes
  • Act as the main point of contact between customers and technical staff, ensuring services are delivered and customer expectations are met
  • Work with various departmental technical resources to coordinate the implementation of customer requests
  • Keep all relevant stakeholders informed about service request milestones and schedules
  • Identify upcoming changes in physical infrastructure and virtual environments (both on-premises and in the cloud) in collaboration with clients
  • Assist in planning and executing clients' physical data center installations
  • Manage incoming customer deliveries in coordination with customers and asset management teams
  • Conduct thorough reviews of rack audit findings and implement necessary resolutions
  • Work directly with customers interested in cloud and cloud-specific application services
  • Prepare for and conduct customer onboarding meetings, including presenting onboarding PowerPoint slide decks and facilitating Q&A sessions while serving as the main point of contact for customers throughout the onboarding process
  • Document and track action items from meetings
  • Develop and maintain subject matter documentation, communication materials, and publications
  • Support the management of the Configuration Management Database (CMDB)
  • Maintain security and privacy standards by enforcing IT Governance and policies
Desired Qualifications
  • Experienced with ServiceNow is preferred
  • Experience in Azure and AWS is preferred

The Seneca Nation Group is renowned for its commitment to fulfilling the crucial needs of Federal Civilian, Defense, and Intelligence Community sectors. As a group embracing companies in the Small Business Administration 8(a) program, it provides a unique environment for addressing government missions effectively. This firm not only supports significant federal initiatives but also fosters a culture dedicated to service excellence and adaptive solutions in a highly specialized industry.

Company Stage

N/A

Total Funding

N/A

Headquarters

, New York

Founded

262

Growth & Insights
Headcount

6 month growth

↑ 36%

1 year growth

↑ 5%

2 year growth

↑ 36%
INACTIVE