Customer Support Representative

Our client, an elite ServiceNow Consulting partner, are hiring a Customer Support Representative to join the team in Maryland on a contract basis. The successful candidate will play a key role in managing the onboarding and offboarding processes for employees, ensuring that system access is granted and revoked promptly.

Responsibilities

• As the Customer Support Representative, you will oversee and document employee lifecycle processes, ensuring timely provisioning of system access and distribution of equipment.

• Review and submit system access forms to ensure employees receive the appropriate access.

• Ensure system access is promptly revoked upon employee termination and update relevant documentation.

• Collaborate with scrum teams to schedule and manage Authorized Service Interruptions (ASI), minimizing operational disruptions.

• Maintain accurate and secure records that adhere to organizational and regulatory standards.

• Manage IT Service Management systems and track workflows using Jira.

• Work closely with scrum teams, managers, and stakeholders to ensure tasks are completed on time and operations run smoothly.

• Assist in defining and optimizing processes to streamline project tasks and keep management informed on progress.

Skillset

• U.S. Citizenship with an active DoD Secret clearance is mandatory.

• Master’s/Bachelor’s degree with a minimum of three years of relevant experience.

• Proven experience with onboarding/offboarding candidates and managing system access.

• Familiarity with project task dependencies, risks, and mitigation strategies.

• Strong written and verbal communication skills for effective collaboration with teammates, management and customers.

• Excellent organizational and task management skills with strong attention to detail.

• Knowledge of AWS and proficiency in the Microsoft Office suite.

• Strong customer service skills and the ability to address client/employee concerns.

• A continuous learner with an interest in new tools, systems and industry best practices.

Interested? Apply Now!

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