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SUMMARY
Responsible for the day-to-day operations related to Texas.gov Citizens, Businesses, and Customers utilizing Texas.gov applications and services. This position is full time with primary hours between 8:00AM -5:00PM. Employee will participate in a 24x7 on-call schedule. In addition to technical skills and aptitude, this position will require strong customer service, excellent communication (both written and oral) and problem-solving skills in order to manage the full lifecycle of an IT Incident and ensure the best possible level of service quality and availability are maintained.KEY RESPONSIBILITIES- Provide first and single point of contact for Texas Payment Services related issues for Customers throughout the entire lifecycle of a Service Request with the primary goal of restoring regular service as quickly as possible
- Proactively manage Partner (e.g., account management) by facilitating and/or attending regular service review and acting as a liaison for issues with the internal technical teams, as required
- Independently respond to incoming Incidents and Service Requests via ServiceNow Tickets, phone, email, and DIR/MSI escalation
- Perform troubleshooting, mitigation and root cause analysis providing frontline resolution
- Provide workarounds or escalate to Level 2 / Technical Support Teams according to defined procedures
- Monitor overall queue activity, ensure active movement of issues and escalate to Manager
- Record, categorize, prioritize, and close Incident and Service Requests using the ServiceNow Service Desk ticketing system while keeping users informed of progress
- Responsible for communicating Incidents and Impairments with various groups, internally and externally, at the onset of an Incident, during and at the conclusion
- Fulfill reporting obligations by drafting Incident Reports and summaries, as needed
- Participate in on-call rotation (approximately one week per month) by carrying 24x7 cell phone
- Previous experience in a technical support role
- Organization and time management skills
- Excellent troubleshooting skills
- Excellent written and verbal communications skills
- Prior accounting experience preferred, specifically, the Uniform Statewide Accounting System (USAS)
- Basic understanding of eCommerce transactions financial flow
- Maintain a positive, approachable attitude that combines exceptional service with user education and empowerment
- Strong work ethic
- Able to self-manage priorities effectively and be at ease with multitasking