Service Desk Analyst
1 day 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 operations
- Assisting in product testing and service desk operational activities to identify areas for improvement
- 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 team's objectives
Requirements:
- 3+ years of experience with ServiceNow, Jira, and Confluence systems
- Bachelor's Degree in a relevant field
- 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 using MS Office tools
- Ability to maintain a current internal documentation library
- US Citizen or Green Card/Perm Res required
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