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Website Ricoh
Job Description:
Collaborates with the Service Design Team. The individual will provide the information required to create enhancements, assist with UAT, and where applicable, assist with creating and providing training and SOP documentation when new improvements are implemented and delivered.
Responds to end user or program management requests and tickets, with the primary focus being customer service and the ability to help, regardless of whether the problem is technical, end user error, or coordinating training.
Job Responsibilities:
- Provides Guidance and help to build and create dashboards and components.
- Participates in decision making process involving selection of preferred and alternative solutions to business requirements
- Troubleshoots simple to moderate technical and configuration issues and assures consistency of solutions delivered
Focuses on user administration and application configuration changes in ServiceNow, Virtual Observer, Advanced Speech Analytics, Help Lightning, and Agent Assist - Responsible for analyzing and supporting business application systems and solutions.
- Works directly with program and / or business users to clearly identify and document reported issues and resolutions.
- Provides solutions to a variety of automation needs based on system limitations and business requirements
- Analyzes trends and undertakes root cause analysis for repeated issues reported
- Implements and reports on improvements and benefits of long-term measures to address process, data, or automation related issues
- Provides guidance to the business on how to run reports that will accurately analyze data
Job Requirements:
- Bachelor’s Degree in Information Technology, Computer Sciences, or related field.
- Hands-on experience and exposure to ServiceNow, Speech Analytics, Natural Language Processing, Application testing, and MS Office suite.
- Possesses very good customer service and interpersonal skills; is motivated and team oriented.
- Possesses ability to determine resolution for routine and non-routine issues; recognizes issues and gaps for escalation.
- ITIL Foundations Certified.
Job Details:
Company: Ricoh
Vacancy Type: Full Time
Job Location: San Francisco, CA, US
Application Deadline: N/A
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