IT Field Services Technician (ServiceNow CSM Analyst)

 

IT Field Services Technician / ServiceNow CSM Analyst

New York, NY

 

About the Position:

We are looking for a motivated Field Services and Performance Analyst to join our New York City team. This role focuses on managing and enhancing the ongoing integrations and providing support to the department's Dashboards. This role will support omnichannel improvements and capabilities for our ServiceNow Live Agent. Additionally, the resource will work on customer channels via the website, social media, and any interactions via the CSM Platform. This role will support IT Asset Management (ITAM) and Performance Analytics (PA), as well as part-time setting aesthetics. This position offers excellent growth opportunities for Techs looking to advance their career and expertise in a specific field while gaining hands-on experience across multiple IT areas.

Schedule:

Monday through Friday, 9:00 am - 5:30 pm (on site), Saturdays / Sundays (remote, on call as needed)

Your Role:

PaaS and Infra Administration:

• Maintain Items, Catalogs, and Knowledge, and continually improve services and incident analytics for our Service Desk.
• Will maintain client dashboards [Clinical Data and IT], providing real-time analytics [PBI to ServiceNow.
• Maintenance and continuous improvement of Mobile UI Agent and Now Applications, and in addition to building a New Customer NOW application.
• Learn and dive deep into the ServiceDesk operation numbers, to be able to report to the company and perform quick workarounds during high-impact incidents and drive faster resolution to reduce the business impact.
• Will Update Current Company Status – Business Operations Statuses – to Report Plan Changes, Outages and Unplanned Changes.
• Demonstrate and provide – Hourly Updates to provide status to Ongoing Problems, Incidents, and workarounds, demonstrating Progress eliminating re-incidence.
• Will assist with maintenance of Customer Platform Databases and Tables, to improve success rates for our case management – summarization AI platform.
• Will work with Design and IT, HR, Finance to improve customer service portals, and knowledge bases.
• Join Workshops with Platform techs and help to organize and maintain focus for automating various forms of notifications and communication workflows.
• Assist the compliance team in maintaining focus on implementing and adhering to planned access controls and security strategies.

ITAM and Field Services:

• Will be managing a comprehensive asset lifecycle from procurement to disposal, including asset control and depreciation – Status, State, .
• Understand how to create Models and Products, as well to and Manage Purchase Orders.
• Automate SN web and agent applications, and coordinate asset tracking transitions based on event triggers.
• Support field services operations, including workstation deployment and maintenance.
• Overview and assist with hardware installation, cable management, and desk minimalist setup.
• Record and maintain asset compliance and optimize software licensing automation.
• Constant – on a weekly or even daily basis to generate asset reports and cost optimization recommendations.

Technical Infrastructure Support:

• Help with the support of Microsoft Intune device management operations and integrations with ServiceNow.
• Collaborate with Network teams during incidents. Assist Cisco network engineers when necessary to physically access the hardware. Help with monitoring, reporting major incidents, guaranteeing that problems are escalated accordingly, and providing analytical insights into incident impact.
• Coordinate video conferencing setups and system support for the ongoing meeting rooms, ensuring minimal cables and hardware look, in addition to keeping them running smoothly.
• Help and eager to learn and support CAs and PKI, SCEP deployment processes.
• Maintain security compliance – Implement security protocols in test environments and release them via Change Management.

Required Qualifications

• Some experience with ServiceNow (administration, configuration, or business analytics)
• Eager to Learn ServiceNow and Microsoft Intune integrations.
• ITIL Frameworks are our most recommended knowledge -required
• Knowledge of PKI, certificate authorities, and SCEP protocols
• Hardware and Software Asset Lifecycle
• Strong analytical and problem-solving skills.
• Excellent communication and documentation abilities
• Commitment to Compliance, security, and best practices.

Preferred Qualifications

• ServiceNow/ ITIL certification
• Experience with Microsoft Intune and Cisco platforms
• ITAM experience and software asset management knowledge
• Basic networking knowledge (cabling, access points)
• CompTIA A+ or equivalent technical certification
• Field services or technical support experience

Compensation:

The base rate of pay for this position is $55,000 - $65,000 per year. Actual pay is determined based on a number of job-related factors including skills, education, training, credentials, experience, scope and complexity of role responsibilities, geographic location, performance, and working conditions.

Benefits:

• Comprehensive benefit package
• Paid Time Off (which increases after 1 year with Mountainside)
• Paid holidays including a Multicultural Holiday
• 401(k) with employer matching
• Monthly $100.00 wellness reimbursement. Our Wellness Reimbursement benefit is meant to encourage employees to engage in productive self-care to avoid burnout and compassion fatigue.

About Mountainside:

Mountainside Treatment Center is a dynamic, fast-paced and growing recovery facility that values innovation and an obsession with providing Best in Class service to our Clients. Founded in 1998, we are a leading behavioral healthcare provider dedicated to treating alcohol dependency and drug addiction. Accredited by The Joint Commission and CARF for its high standards of care, Mountainside seeks out passionate and talented individuals to join its staff. We believe that every employee, regardless of position, plays a vital role in our success.

Here at Mountainside Treatment Center, we strongly prefer all employees to be fully vaccinated for Covid-19 (including regularly scheduled boosters) and the Flu as recommended by the CDC.

Mountainside is an equal opportunity/affirmative action employer and strongly encourages the applications of women, minorities, and persons with disabilities.