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Incident Manager
Ref No.: 18-00258
Location: Golden Valley, Minnesota
Position Type:Right to Hire
Start Date / End Date: 03/27/2018 to 09/27/2018
The Case Analyst is responsible for answering phone calls, emails, customer ticketing systems and monitoring systems for case creation. This individual will work with customers to provide solutions for trouble incidents and follow up with customers to ensure completion of work to customer satisfaction.

Essential Functions
  • Triages calls, emails and other work requests for severity and gather appropriate initial information and starts the resolution process; completes work if possible
  • Assigns engineering resources
  • Manages Internal Resources & Business Partners to meet contractual SLA's
  • Reads and comprehends customer handling instructions in the ticketing system
  • Logs into a queue to answer designated calls into the Managed Service and Support Center (MSSC)
  • Creates incidents to track all work for customers received
  • Maintains frequent communication with customer and engineering staff throughout the lifecycle of an incident
  • Follows up with customer contacts to ensure satisfactory completion of work
  • Ensures compliance with designated contracts for managed services customers
  • Collaborates within other internal MSSC/C1S teams as needed

Additional Specific Duties and Responsibilities
  • Pull daily aged ticket reports to provide to management and assist in ensuring progress
  • Coordinate and schedule time with engineers individually to update current ticket statuses
  • EVM ( Enterprise Vendor Management) open cases with 3rd party vendors and own the case
  • Pull specific reports on a weekly bases for reoccurring customer facing meetings
  • Manage customer access (VPN and AD) for engineers
  • Coordinate and schedule customer maintenance with customer and C1 resource

Required Qualifications
  • Two years of experience working in external customer facing environment for support
  • One year of experience in a telecommunication environment or telecommunication organization
  • Must possess strong computer skills and excellent working knowledge of general business applications, including MS Word and Excel
  • Must possess excellent oral and written communication skills in English
  • Ability to demonstrate high standards of conduct and ethics as well as appropriate judgment, independence, and discretion
  • Highly skilled in writing with details, accuracy and consistency
  • Strong analytical, interpersonal, and relationship building skills
  • Must be familiar with both voice and data equipment and technologies
  • Strong work ethic and personal drive to excel
  • Strong sense of urgency and commitment to get the job done
  • Superior negotiation, coordination, and conflict resolution skills
  • Ability to use (and learn new) complex systems, technologies, and applications
  • Ability to adapt to change quickly and multi-task

Desired/Preferred Qualifications
  • Bachelor's degree in computer information systems, Accounting, or Business or 4 years on the job experience
  • Two years working experience in the managed services industry
  • Experience using an automated ticketing system
  • ServiceNow Experience
  • Experience supporting Cisco Telecom hardware and software
  • Second Language oral and written fluency
  • Understanding of quality processes including ITIL