IT Engineering Coordinator

Shift

Hybrid schedule in office: starting time 7:00 am

Competitive

This position plays a pivotal role in delivering exceptions user support and customer service for Service Now and a range of company-supporter applications and platforms. This role navigates and troubleshoots issues, skillfully triaging and escalating problems as needed, while providing insightful recommendations for practical solutions. This role ensures seamless and efficient experience for all users, empowering them to make the of the tool at their disposal.

None

• Tier two software engineering support and training for Service Now and Capstone applications such as Insight Portal and Compliance tracking
• Monitor Service Now incidents and requests, assign them to the appropriate software engineer team
• Respond to requests for software engineering assistance either in person, via Slack, Teams, or email
• Ensure that Service Now incidents and requests are assigned in a timely manner on Capstone Close Day, ideally within minutes
• Track and route problems and requests while information management of recurrent issues
• Redirect problems to the correct resource or department as necessary
• Research questions using available service desk and software engineering resources
• Advise service desk staff on appropriate actions to take
• Follow up with the help desk, engineers, and users to ensure complete resolution of issues
• Identify and elevate situations that require urgent attention
• Prepare Service Now training manuals for the new software engineering team
• Train users on Service Now dashboards a needed
• Facilitate daily software engineering support meetings
• Facilitate weekly change management review meetings

Performs Additional Responsibilities As Assigned

• Associate’s degree in computer science, or related field, or equivalent from two-year college or equivalent combination of education and experience.

• Minimum 2 years of experience in researching, analyzing, and interpreting automated system issues.
• Familiarity with call tracking systems.

• Intermediate proficiency with MSOffice Suite including Outlook, Teams, Word, Excel, PowerPoint and One Note
• Demonstrated ability to provide excellent customer service
• Demonstrated knowledge of responsible and ethical AI-prompting skills
• Excellent interpersonal and communication skills (written and verbal)

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to be in front of a camera at times.