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IT End User Enhancement Specialist

4 weeks ago

Sens, Bourgogne-Franche-Comté, United States Themesoft Inc. Full time
Job Description

Position: IT End User Enhancement Specialist

Location: Las Vegas, NV

Job Summary:

  • Coordinate IT end user enhancement projects to improve user experience and operational efficiency.
  • Assist in the delivery of IT end user enhancement projects.
  • Develop and document control processes for existing and/or new systems.
  • Support the management of hardware refresh initiatives.
  • Coordinate with vendors and internal teams to ensure smooth implementation.
  • Develop metrics to measure vendor behaviors and performance.
  • Support the design and implementation of training programs for IT support staff and end users.
  • Assist in system verification and testing to ensure new implementations meet requirements.
  • Provide support during the transition of new systems or processes into operational use.
  • Maintain and improve knowledge management systems for desktop support and helpdesk.
  • Conduct regular inspections of ServiceNow processes to ensure compliance.
  • Perform ticket audits to ensure quality and adherence to processes.
  • Assist with internal and external audits related to IT processes and procedures.
  • Measure and analyze call quality for call center agents.
  • Track and report on call center agent performance and overall metrics.
  • Analyze survey data to gauge end user satisfaction and identify areas for improvement.

Regards

Patrick Fernandez

Talent Acquisition Group - Strategic Recruitment Manager