Technology Workplace Support Services

Technology Workplace Support Services

Responsibilities include:

-Ensure all support processes (both project and business as usual) include asset record updates as necessary and manage the implementation into workflows

Ticket and Asset Database Updates

-Management of ServiceNow Requests/Tasks and/or Incident tickets

-Identification of new products / hardware make/models into database

-Asset update / recording into database and ensure ticket quality

-Tracking, reporting and escalation of issues

-Work with design and development teams to introduce requirements for asset inventory changes and automated workflows

-Interaction with various members across WSS, Infrastructure and Corporate Services

-Understand, articulate and implement changes within team, as overall Program Leads establish new and/or updated goals, scope and/or tooling

-Communicate and provide training/education to teams who perform asset movement (e.g. groups outside of WSS, large scaled project teams, new WSS team members)

-Establish and maintain documentation for operational processes that align with the Firm's policies and procedures

-Work with infrastructure teams in order to build a process to centrally monitor, manage and record infrastructure (e.g. network) assets across ~600 locations-Audit

-Perform verification and audit of content, ticket workflows and asset inventory

-Establish frequency based on requirements from Risk groups and self-audit capabilities

-Establish KPI/metrics and standardize reporting on a scheduled basis

Qualifications:

-Bachelors degree and/or extensive relevant experience

-Minimum of 3 - 5 years experience in technology or technology troubleshooting environment

-Asset Tracking / Management experience a must

-Experience with ServiceNow (or similar ticketing system)

-Strong organizational and problem solving skills

-Excellent verbal and written communications skills

-Advanced Microsoft Excel

-Proficient in other MS-Office productivity applications

-Proficient in Share Point site maintenance

-ITIL certifications a plus

-Experience in the financial industry is a plus