Full-Time

Customer Service Analyst

Confirmed live in the last 24 hours

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
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.
  • Experienced with ServiceNow is preferred
  • 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

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

37%

1 year growth

5%

2 year growth

37%