Here are some bullet points of the skills/experience we are looking for:
ServiceNow Experience – Bulk of the work is spent using this tool to do the following – ~60-75%:
Service Desk Ticket Management & Escalation Process Management Oversight
Service Desk Call Quality Audits
Technical Writing - Knowledge Article creation, publication and editing – Customer and Tech facing.
Ticket Management Reports & Follow up with Assignment Group Owners
Managing account tickets
Microsoft Office Experience – Outlook, Word, Excel, PPT, SharePoint
Job does require recording meeting minutes and distributing them out weekly.
Data Analyst – Create ad-hoc reports & identify trends
Service Desk Support Experience
Understanding of ITIL, Agile, LEAN principles
Experience working at Nike
Understand how to analyze and improve processes
*Nice to have
Personality traits we are looking for:
Coachable, teachable and adaptable
Comfortable reaching out to people via email or by phone if needed.
Collaborate well with others – Role requires cross-functional collaboration with various groups within and outside of technology.