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Service Desk Analyst

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Washington, United States Tandym Group Full time

A recognized services company in the Washington, D.C. area is currently seeking a new Service Desk Analyst - CCaaS to join their growing team on a contract basis. For further information about this position, please apply.

Responsibilities:

The Service Desk Analyst will:

  • Author and update documentation, deliverables, procedures, and knowledge bases
  • Assist in product testing and service desk operational activities
  • Work closely with Engineers, System Developers, and other subject matter experts to gather technical information and translate into user-friendly documentation
  • Perform quality checks to ensure all content meets established standards and guidelines
  • Handle other duties, as needed

Qualifications:

  • 3+ years of experience with ServiceNow, Jira, and Confluence (or Rally) systems
  • Bachelor's Degree
  • Strong understanding of Contact Center and CCaaS solutions, specifically Genesys Cloud CX and PureConnect
  • Experience in preparing and maintaining operations documentation, user guides, manuals, and technical publications
  • Ability to gather technical information and prepare written text and diagrams (MS Office - Word, Visio, Excel, PowerPoint)
  • Ability to maintain a current internal documentation library
  • US Citizen or Green Card/Perm Res required