Services Operations Specialist

Requisition Number: 96984 

BASIC FUNCTION

Position Overview

A Managed Services Operations Specialist is responsible for ticket response management.  Alerting will encompass reviewing incoming events and alerts, qualifying their impact and urgency, then escalating or closing it appropriately.  Ticket response management would include monitoring various managed services assignment groups within ServiceNow and following up with the owning groups on tickets that need updates or that are likely to impact customer satisfaction.

What you’ll do at Insight

• Real time monitoring, triage performance and assignment of alerts/incidents
• Prioritize issues appropriately to ensure the availability of critical business services
• Process issues include ticket creation, assignment, and escalation of high priority tickets
• Correlation of alerts/incidents
• Utilization of Knowledge base and technical documents in ticket handling. Participate in documentation of newly identified processes and procedures
• Ticket Response Management: following up with managed services teams on aging tickets and tickets about to breach SLAs
• Maintenance of agreed upon SLA with the customer
• Another related task may be assigned

What you’ll need to join Insight

• Bachelor’s Degree in IT, Computer Engineering, or related field, from four-year College or University
• At least 1 year of experience in ITSM. Basic hands-on experience in ticketing systems and monitoring tools
• For non-degree holders, 3+ related work experience is required
• Able to thrive in an environment characterized by rapidly changing requirements and an ongoing focus on meeting operational objectives
• Strong written and verbal English communications skills
• Able to successfully manage multiple priorities
• Proven ability to communicate effectively across all levels of the organization
• Strong commitment to company values and operating principles
• Familiarity with ITSM concepts and ticket management
• Basic to intermediate hands-on experience with ServiceNow components, such as but not limited to Incident and Alert management
• Solid background in working with monitoring tools

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.

About Insight

Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions™ and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter. Discover more at insight.com 

• Founded in 1988 in Tempe, Arizona
• 11,000+ teammates in 19 countries providing Insight Intelligent Technology Solutions™ for organizations across the globe
• $8.3 billion in revenue in 2020
• Ranked #409 on the Fortune 500, #15 on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award
• 2020 Intel Innovation Partner of Year, 2020 Microsoft U.S. Partner of the Year and Worldwide Customer Experience Partner of the Year
• Ranked #7 on the 2021 Fortune World's Most Admired Companies (Information Technology Services industry), #70 on the Fortune 100 Best Workplaces for Diversity, #296 on Forbes World's Best Employers (#27 within IT), and #5 on the Phoenix Business Journal 2020 list of Best Places to Work

Today's talent leads tomorrow's success. Learn about careers at Insight: jobs.insight.com

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Insight Manila Location: 10F-11F Robinsons Cyber Omega, Pearl Drive, Ortigas Center, Pasig City, Metro Manila, Philippines 1605.