Job description

North America Center of Excellence (NA CoE) Business Technology (BT) Service Management Analyst will assist with the day-to-day support of BT Service Management for North America. This includes all end-user escalations to the various vendors/partners for service management processes. He or she will work closely with various departments/levels throughout the company to address BT services. He or she will collaborate with the various BT teams to identify service management opportunities with both internal support teams and BT service partners. The ideal candidate will have both an understanding and concern for the highest levels of customer service. This position is 100% REMOTE. Qualifications: • Minimum of Associates degree or higher in business or related discipline. • Experience in customer service • Experience in BT/BT Service Management • Comfort level with a very high volume, fast-paced operation in a time-sensitive environment. • Excellent interpersonal & problem-solving skills, written and verbal communication skills. • High level of proficiency with Microsoft Office products, particularly Word, Excel, and PowerPoint • ServiceNow experience required • Training experience required salary: $28 - $29.5 per hour shift: First work hours: 8 AM - 5 PM education: Associate Responsibilities • Develop and maintain internal knowledge documentation library • Identify and develop reports identified by support teams • Work with both internal and external support teams to identify support processes, knowledge documentation • Assist with design requirements for self-service incidents and request forms • Work with BT partners as required • Identify opportunities in Service Management and work with internal support teams/BT partners to improve the service area (i.e. request fulfillment, incident resolution) • Responsible for BT Service Management training program (documentation, scheduling, training, FAQs) • Exceptional prioritization and project management skills • Performs special projects as assigned by management Skills • Analyst • ServiceNow • Customer Service • Business Technology Qualifications • Years of experience: 2 years • Experience level: Experienced Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad. Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status. At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com. Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility). This posting is open for thirty (30) days. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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