Continual Service Improvement Agent

Encantado Technical Solutions is looking for a Continual Service Improvement Agent who can provide end-user support with processes for managing and delivering services that are ITIL conformant. The candidate shall resolve incidents, service requests, and problems associated with service failures or degradations that are related to hardware and software computing devices.

Requirements

• Ability to work independently, prioritize tasks, and manage multiple projects simultaneously
• Collaborate with cross-functional teams to gather requirements and develop solutions to meet business needs
• Excellent problem-solving skills and the ability to troubleshoot complex technical issues
• Perform systems capacity analysis and planning
• Propose & develop existing tools and processes to deal with technical issues & enhance efficiency as business needs change
• Apply project management principles to plan, execute, and coordinate delivery of complex initiatives on time and within scope, while effectively managing stakeholder expectations
• Collaborate with the ServiceNow Platform Admins to create, edit, and modify workflows, portals, and knowledge bases
• Design, develop, implement, and manage robust IT service management solutions in ServiceNow workflows, forms, reports, and integrations
• Develop and maintain system documentation, including configuration changes, processes, and procedures
• Assist the MITI and Problem Management services with analyzing data for trends & potential problems
• Provide automation solution to Enterprise End User Computing Services teams by leveraging scripting solutions in Powershell/Python/etc. to integrate with various information systems

Benefits

• Clear opportunities for advancement
• Comprehensive benefit packages to help employees and their families stay healthy and feel secure
• Teamwork, communication, and dedicated service