SUMMARY

Responsible for supporting a US Navy Customer Relationship Management (CRM) system running on Salesforce and serving over 1M users. Provide first level eyes on glass monitoring of log alerts as they are collected from logging systems. Author, review, and share Service Desk and training related materials.

 

ESSENTIAL DUTIES & RESPONSIBILITIES

Maintain Tier-II service desk. Support customers with reported issues in a pleasant and professional manner. Escalate user issues with accounts, reports, dashboards, and views. Answer specific questions about installation, operation, configuration, customization, and usage of assigned products. Apply diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Escalate complex problems to senior service desk support personnel. Create and edit online training for other Service Desk personnel. Work with development team to troubleshoot and identify problems with products supported within the portfolio. Support Test Team members for after hours and release testing over weekends. Attend meetings with various working groups to provide input as needed. Assist with providing raw data for weekly Customer metrics reports. Create and update Usability Guides. Maintain regular and punctual attendance. Perform other duties as assigned.

 

SUPERVISORY RESPONSIBILITIES

None.