Internal Customer Ticket Management Analyst

Nashville, TN 37211

Posted: 07/31/2019 Employment Type: Contract To Hire Industry: Other Area(s) Job Number: 374

Job Description

Internal Customer Ticket Management Analyst 

Internal Customer Ticket Management (ICTM) Analyst I will be responsible for monitoring supported ticket queues to assign tickets to analysts/technicians and will be able to work under pressure and effectively communicate with managers, supervisors, and technicians. Daily work assignments will come from the tickets that customers open via Self Service and/or the Service Desk. Primary job function includes the following:
§ Check and validate information submitted in tickets.
§ Reassign tickets to appropriate queues as needed.
§ Assign tickets to appropriate analyst/technician in each supported group.
§ Monitor the Service-Now ticket queues daily. Assess the requirement and assign the ticket.
§ Be familiar with the service level agreements (SLAs) and the proper response times to engage customers on assigned tickets.
§ Notify the Management when tickets have failed the SLA. Ensure that tickets potentially about to violate established SLAs are identified and corrected.
§ Coordinate with other lines of service before transferring tickets or accepting tickets from other queues.
§ Look at available personnel resources on a daily basis to determine who tickets can be assigned too on a given day. If enough resources are not available Management will be notified.
§ Follow Triage procedures for assigning and tracking tickets. Validate proper ticket severity based upon standardized work processes. Contact appropriate technician or alternate contact as identified in standardized work process. (Incident Management)
§ Examine ticket audit trail.
§ Monitor and report the condition of ticket queues as identified by management for tickets which could fail service level agreements (SLA)
§ Maintain knowledge of applicable service level agreements.
§ Monitor and report to management long term trends of queues for SLA compliance.

**MNGR Intake Notes: Requires a resource with 1-2 years exp. with ServiceNow or other ticketing application. A technical background is not required, but resources should have strong analytical skills need to make decisions in line with internal processes. 90+ day contract assignment.


Meet Your Recruiter

Jason Destro

Over 20 years’ of recruiting experience with hands-on recruiting and placement of I.T. professionals (Full Time, Temp 2 Perm, & Contingent) in the NJ/NY/CT/PA marketplace for a wide variety of today's demanding IT skill sets. Focused on delivering exceptional service by understanding client’s objectives and goals.

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