Associate Support Analyst
Manulife
Quezon City, PH
1d ago

Job Description

This job description does not represent a comprehensive listing of job duties that are required of the employee performing this role.

We reserve the right to change duties or assign additional duties at any time with or without notice.

People Leader Role : No

Key Accountabilities :

Individual Accountabilities :

  • Responsible for seamless functioning of ServiceNow technology and applications for the benefit of internal users
  • Provides great customer service experience to assist with troubleshooting ServiceNow issues
  • Resolves ServiceNow issues and record transactions via ticketing system
  • Develops and maintains checklists for common ServiceNow issues
  • Performs ServiceNow user administration duties
  • Provides frontline support for resolving service tickets in a timely manner, escalates complex issues to platform technical analysts where appropriate
  • Platform : Focuses on supporting ServiceNow platform
  • Investigates and resolves simple issues with ServiceNow platform
  • Works together in a global team with a common purpose, follows directions from team members
  • Job Requirements : Familiar with :

    Familiar with :

  • Microsoft Office 2007 to 2013
  • Windows 7, Windows 8, Windows 10, XP and Vista
  • Windows Server 2003 and 2008
  • and 2012

  • Needs mentoring from competent colleagues
  • Needs recipes for tasks
  • Is pointed in the direction of relevant trainings by his or her colleagues
  • Most interpersonal skills meet requirements
  • Moderate working knowledge of key aspects of role
  • Staying abreast of developments in your own technical discipline
  • Most straightforward tasks completed to acceptable standard, requires some iteration
  • Requires guidance to link each step
  • Understands the informal structure
  • Constantly learns from both success and failure
  • Good verbal and written communication; able to effectively articulate technical vision, possibilities, and outcomes
  • Proactively identifies opportunities for improvement in processes and workflows
  • Monitors areas of persistent difficulty and creates materials to efficiently deal with them
  • Decision Authorities :

  • Able to work well with close supervision
  • Not yet capable of tackling new problems by him / herself, needs support with problem solving
  • Job Posting DescriptionJob Posting Description
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