Service Desk Analyst

1 day ago


Washington, Pennsylvania, United States Tandym Group Full time

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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