Business Applications Case Administrator (Hybrid)
Job Description
About KnowBe4
KnowBe4, the provider of the world's largest security awareness training and simulated phishing platform, is used by tens of thousands of organizations around the globe. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day.
Fortune has ranked us as a best place to work for women, for millennials, and in technology for four years in a row! We have been certified as a "Great Place To Work" in 8 countries, plus we've earned numerous other prestigious awards, including Glassdoor's Best Places To Work.
Our team values radical transparency, extreme ownership, and continuous professional development in a welcoming workplace that encourages all employees to be themselves. Whether working remotely or in-person, we strive to make every day fun and engaging; from team lunches to trivia competitions to private parties at theme parks, there is always something exciting happening at KnowBe4.
Clearwater positions open to candidates located in greater Tampa Bay area.
The Business Applications Case Administrator will identify and manage cases/tickets and route them to the correct resource. Manage the cases/tickets for the Salesforce, NetSuite, and HRIS teams. Ensure that Salesforce Cases and ServiceNow tickets are being closed out. Review tickets that are created for the Salesforce team have been transferred properly to the Salesforce case queue and assigned. Respond and close out tickets that do not need to be escalated to an advanced technical resource. Coordinate with 3rd party consultants for ticket updates as necessary.
Responsibilities:
- Monitor case/ticket unassigned queues
- Assign cases/tickets to the appropriate resource
- Review and work your open cases
- Communicate with BizApps teams to coordinate case moves or escalations
- Review tickets escalated to 3rd parties and coordinate when updates are needed
- Work directly with the helpdesk team to ensure ServiceNow tickets for Business Applications are being forwarded to the correct area
- Work with Business Applications Case Manager to implement new policies and procedures
- Send out New Hire email to analysts
- Weekly meetings with Business Application teams for project updates
- Create ad-hoc reporting for case/ticket analytics as needed
Minimum Requirements:
- BA/BS in information technology or equivalent working experience
- Minimum 3 years case/ticket coordination
- Minimum 3 years experience with a ticketing system such as Zendesk, ServiceNow, or Salesforce cases
- Minimum 2 years of experience analyzing workflows
- Experience with Gmail and Google Docs
- Experience with MS Office (Word and Excel)
- Experience with web browsers
- Strong verbal and written communications
- Excellent computer skills
- Must have strong attention to detail
- Excellent time management and organization skills
- Collaborative and team work skills
Our Fantastic Benefits
We offer company-wide monthly bonuses, employee referral bonuses, 401k matching (US), fully paid medical insurance (US), open/generous paid time off (length varies by country), parental leave (length varies by country), adoption assistance, tuition reimbursement, certification reimbursement, certification completion bonuses, gym benefits, and a relaxed dress code - all in a modern, high-tech, and fun work environment. For more details about our benefits, visit www.knowbe4.com/careers/benefits.
Note: An applicant assessment and background check may be part of your hiring procedure.
Individuals seeking employment at KnowBe4 are considered without prejudice to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected under applicable federal, state, or local law. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please visit www.knowbe4.com/careers/request-accommodation.
No recruitment agencies, please.
Date Posted
05/19/2023
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