Overview
On Site
Depends on Experience
Contract - W2
Contract - Independent
Skills
Salesforce.com
ServiceNow
Conflict Resolution
Customer Service
Leadership
Management
Problem Solving
Job Details
Seeking a Business Analyst to Acts as the escalation point for high priority support issues; serves as a subject matter expert for one or more custom applications; serves as liaison to the technical team; provides analyses for management review and ensures that quality standards. Experience using Salesforce and ServiceNow.
Interview: Teams
Location: Columbus, OH
Posting: 777245
Work: ON-SITE
Role and Experience
- Acts as the escalation point for high priority support issues; serves as a subject matter expert for one or more custom applications; serves as liaison to the technical team; provides analyses for management review and ensures that quality standards are followed.
- Performs diagnostics, works with technical and non-technical team, and recommends changes.
- Monitors the team s open backlog of support issues and re-assign issues as necessary to ensure they are closed per agreed upon service levels.
- Manages expectations at all levels: customers/end users, stakeholder and program leadership.
- Develops system usage materials, reports and guidelines on system use and services.
- Experience in a lead role
- Experience using Salesforce Customer Relationship Management
- Experience using ServiceNow Customer Service Management
- Strong troubleshooting and problem-solving skills
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