Description

You own tier 1 application support, managing tickets from intake to resolution.

This role is remote.

Responsibilities

• Manage the full ticket lifecycle, ensuring timely resolution and adherence to SLAs.
• Route and prioritize tickets, assigning them to the correct personnel for efficient handling.
• Generate low-level reporting and present ticket metrics for management review.
• Maintain service quality while gathering data on application support performance.

Required Skills

• 2+ years of experience in application support processes (excluding network/IT support).
• Proficiency in ServiceNow and Jira for ticket management.
• Strong understanding of ticket prioritization and SLA management.
• Ability to quickly learn and support internal third-party applications.
• Experience generating metrics and reporting from various sources.

Preferred Skills

• SharePoint administration, including configuration, customization, and usage monitoring.
• Experience managing system integrations within SharePoint.

Key Skills

Education

Any Graduate