**Shift: 1st (8 am - 5 pm CST), (Monday to Friday)** + Some Travel May Be Required (minimal) + Business Technology (BT) Service Management Analyst + North America Center of Excellence (NA CoE) BT Service Management analyst will assist with the day-to-day support of BT Service Management for North America. + He or she will work closely with various departments/levels throughout the company to address BT services. + He or she will collaborate with the various Grupo BT teams to identify service management opportunities with both internal support teams and BT service partners. + The ideal candidate will have both an understanding and concern for the highest levels of customer service. **Responsibilities:** + IT Service Management analyst will assist with the day-to-day support of IT Service Management. + This includes end-user escalations to the various vendors/partners for service management processes. + He or she will work closely with various departments/levels throughout the company to address IT services. + He or she will collaborate with the Digital End User Experience team to identify service management opportunities with both internal support teams and IT service partners. + The ideal candidate will have both an understanding and concern for the highest levels of customer service. **Principal Accountabilities** + Develop and maintain internal knowledge documentation library + Identify and develop reports identified by support teams + Work with both internal and external support teams to identify support processes, knowledge documentation + Assist with design requirements for self-service incidents and request forms + Work with BT partners as required + Identify opportunities in Service Management and work with internal support teams/BT partners to improve the service area (i.e. request fulfillment, incident resolution) + Responsible for BT Service Management training program (documentation, scheduling, training, FAQs) + Exceptional prioritization and project management skills + Perform special projects as assigned by management **Required:** • Experience in customer service • Experience in BT/BT Service Management • Comfort level with a very high volume, fast-paced operation in a time-sensitive environment. • Excellent interpersonal & problem-solving skills, written and verbal communication skills. • High level of proficiency with Microsoft Office products, particularly Word, Excel, and PowerPoint • ServiceNow experience required • Training experience required **Education:** • Minimum of Associate’s degree or higher in business or related discipline. **About US Tech Solutions:** US Tech Solutions is a global staff augmentation firm providing a wide range of talent on demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com (http://www.ustechsolutionsinc.com) . US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.