Warszawa, mazowieckie
HR Service Now System User Support Administrator
Job Summary:
The purpose of this role is to provide excellent customer service by acting as a first point of contact for CBRE ticketing tool general queries. This includes day-to-day queries resolution and end-user support, issues escalation when deep, specific or other capabilities are required, participation in enhancement testing. Other tasks include new users training and process documentation.
Key Responsibilities:
- Administer the HR SN case management tool by completing an initial triage of the issues / requests raised
- Resolve level 1 issues, communicate with user and complete HR SN ticket
- If unable to resolve issue assign to respective escalation case owners
- Monitor and review escalated cases to ensure that all are attended to within the agreed SLA, ensuring that the requestor is updated at regular intervals
- Follow up on all open and/or overdue tickets assuring a resolution in a timely manner
- Prepare SOP, QRG and FAQ documents for ticketing tool processes and/or issues i.e commonly reported problems, questions, and known resolutions and troubleshooting steps.
- Ensure all policies and procedures are up-to-date
- Provide input for ideas and suggestions to improve processes
- Perform training for new users
- Testing enhancement for existing feature and new requirements
How you will benefit from joining our company?
-
Stable employment conditions
work based on employment contract in the international company with stable position on the labour market -
Career advancement program
a chance to learn from the Best by attending internal courses and taking part in international programs that will enable you to travel as well as experience how we work in different places in the world -
Workplace Culture
support from our side in terms of working from home as well as comfortable office with chillout room, entertainment room, creative labs and beautiful terrace are making our office a place you want to be. We are well located nearby Wilanowska metro station. -
Wellbeing actions
environment where we care about your wellbeing by health and leisure initiatives (yoga, online classes, sport interest groups) -
Making a Change in the Word surrounding you
occasion to make an impact by taking part in our initiatives (CSR, ECO friendly approach) -
Attractive package of benefits
private medical healthcare, life insurance, multisport card and MORE -
International Environment
experience growing in multilingual community where diversity is cherished -
Support in difficult times responding to crisis situations
psychological advisory, online sport activities (yoga, move, back to fit form classes), online trainings, technological support on your equipment and software when working from home
Perfect candidate profile:
- 1 year of experience in an HR administrative or systems support role in a medium to large size organization preferred
- Prior experience in a support role for ticketing tool system will be an asset
- Proficient in writing routine reports and business communications
- Fluent English in speaking and writing is a must, another European language is a plus
- Excellent customer service and communication skills, with the ability to respond to common inquiries in a timely and accurate manner
- Ability to provide clear instructions when communicating with peers, clients and stakeholders
- Excellent problem-solving skills especially when dealing with escalation cases
- High attention to details
- Excellent time management skills as you will be working under various deadlines
- Ability to work in a team as well as working under minimal supervision
- Ability to lead and support initiatives and projects
- Intermediate skills with Microsoft Office Suite and technology applications
Skills:
- Quality & service excellence
- Looking for solutions
- Effective thoughts articulation and ideas expression
- System maneuver (EDM, ServiceNow, PeopleSoft)
- Tech literacy (Microsoft Excel, Microsoft PowerPoint, Teams)
Inne oferty pracy