Service Desk Analyst
4 days ago
A leading services company in the Washington, D.C. area is seeking a skilled Service Desk Analyst - CCaaS to join their team on a contract basis.
Key Responsibilities:
The successful candidate will be responsible for:
- Creating and updating documentation, deliverables, procedures, and knowledge bases to ensure seamless service desk operations.
- Collaborating with Engineers, System Developers, and subject matter experts to gather technical information and translate it into user-friendly documentation.
- Performing quality checks to ensure all content meets established standards and guidelines.
- Handling other duties as needed to support the service desk team.
Requirements:
The ideal candidate will have:
- At least 3 years of experience with ServiceNow, Jira, and Confluence (or Rally) systems.
- A Bachelor's Degree in a relevant field.
- A 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.
- Excellent written and verbal communication skills.
- Ability to maintain a current internal documentation library.
- US Citizenship or Green Card/Perm Residency required.
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