Overview

This is a remote role that may only be hired in the following location: Raleigh, NC and Morristown, NJ.

This position is a strategic professional who stays up-to-date with all the technical issues affecting the bank and contributes to directional strategy through proactive communication, collaboration and partnership with both internal and external teams for all issues which might potentially impact the end-user and ultimately, the Global Service Desk team. Developed communication and diplomacy skills is required in order to guide and influence our external teams and communicate to internal technology teams the impact and help that the Global Service Desk would need that would affect the overall performance and effectiveness of the Service Desk. Provides analysis and address complex internal client issues and guidance on resolution by working with other resolver teams as needed and exhibit ownership throughout the resolution lifecycle. Provides technical expertise and guidance to our Service Desk team and facilitates projects that enhance service capabilities.

• Collaboration - Participates in the Incident, Problem and Change management processes to ensure minimal disruptions, awareness of the team for planned changes and trending issues are addressed. Follows up on escalated calls for service level compliance and work with resolver groups on complex issues that might need a higher level of clarity. Serves as a trusted technical resource of the Global Service desk team.
  
• Communication - Ability to show clear problem solving through analysis of data from our ticketing tool (ServiceNow) and be able to translate this to actionable items for the Global Service Desk. Serves as the single point of contact for business unit representatives and project teams. Facilitates communication between parties involved in problem resolution.
  
• Business Support - Provides and works on innovation and new ideas that may benefit the Global Service Desk through expertise or experience in the financial services domain. May participate in special projects or other assignments to enable optimization and meet the business goals of the bank. Serves as a point of contact for all the applications used by the vendor that would include but would not be limited to their telephony, automation and other quality systems.
  
• Quality - Help monitor the quality of delivery of the Global Service Desk from a technical knowledge and resolution standpoint through cross-training and reinforcing escalation avoidance and ensures compliance of all security guidelines required by the bank is adhered to 100% of the time.