System Support Specialist II

Ticket Escalations

• Identify and prioritize incidents requiring urgent attention. Identify Problems from incident commonalities.
• Resolve escalated single-user tickets.
• Create and maintain knowledge base articles for Tier 1 Service Desk personnel to increase first call resolution of tickets.
• Create and disseminate training materials to agents, leaders, and Learning & Development for recurring user error incidents.
• Provide monthly reports on frequently reported single-user incidents, problems, and ticket-elimination projects to business leaders.
• Build business cases for product enhancement efforts to Tier 3 for automation or elimination of ticket drivers.

Major Incident Management

• Communicate incident updates to affected stakeholders.
• Engage and coordinate communications with Tier 3 Support or the Vendor for resolution of the major incident.
• Document business impact, timeline, corrective action, follow-up tasks, and root cause of the major incident. Quantify incident impacts to the business.
• Provide monthly reports on system health to business leaders.
• Lead postmortem on GLS-initiated major incidents.
• Partner with Vendor for RCAs and future mitigation actions on Vendor-initiated major incidents.
• Manage process and technical follow-up tasks as Problems to prevent the major incident from recurring.

Problem Management

• Coordinate Problem resolution with responsible engineering group.
• Document temporary workarounds for Tier 1 and Tier 2 Support.
• Provide status updates on Problem resolution to stakeholders.

Project Support

• Be familiar with upcoming GLS releases of new functionality and impact to the business.
• Create Informational Notifications for GLS of planned Vendor releases. Track upcoming Vendor releases for new functionality and possible business impact.
• Validate upcoming changes to find issues before rollout to main user base.
• Participate in vendor evaluations and proof of concept for new projects or system replacements.
• Maintain the CMDB for the relevant business area (once established).
• Provide support for the ITSM solution.
• Perform other duties as assigned by members of management, and participate in or lead special projects as needed.

• Minimum of bachelor’s degree required.
• Minimum of 2 years’ experience in an information technology role required.
• Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness.
• Excellent interpersonal skills: friendly and tactful with the ability to influence others, effectively manage conflict, exercise sound judgment, effectively manage highly sensitive and confidential information, and interact at all levels within the organization.
• Strong verbal and written communication skills.
• Team player that can adapt in a fast paced and changing environment.
• Proficient computer skills with working knowledge of internet and standard business applications such as Microsoft Office; Ability to quickly learn new computer applications as required.
• Excellent organizational skills with high attention to detail and demonstrated ability to effectively set and manage multiple conflicting priorities.
• Commitment to exemplifying the organizational core values and key competencies.
• Ability to think strategically and deliver tactically.