Case Management Specialist
Job Description
About UsThrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our peers. Thrive is on the look-out for individuals who don't view their weekdays spent at 'a job' but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you're attracted to a work hard, play hard environment and seek the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!
Position Overview
The primary responsibility of the CMS is the coordination of incident and service request within the internal IT and Cloud teams. The CMS will be responsible for ticket queue management within the internal platform teams to ensure all tickets are assigned to the appropriate resource. This position will provide case management for these two teams and grow into providing support directly. The right individual will have a strong desire to improve their technical proficiency with a focus on support for our growing base of users. We are seeking candidates who have strong verbal and written communication skills and have the desire to learn, and be involved in all aspects of IT.
Primary Responsibilities
- Assign new tickets to the appropriate engineering resources.
- Reassign tickets based on priority SLAs.
- Provide engineer queue management based on capacity and skillset.
- Handle overflow for incoming case queue on an as-needed basis
- Create new tickets on an as needed basis.
- Provide daily ticket transfer communications between shifts and regions.
- Work with Cloud Team for backup and Cloud case escalation.
- Provide training to new and future CSM’s.
- Sets user expectations appropriately throughout the case management process through clear non-technical communication.
- Create documentation to assist team with supporting applications.
- Demonstrate the correct level of urgency while resolving user incidents.
- Monitor the Internal IT and various Cloud Team Service Boards for newly created service tickets.
- Prioritize tickets created.
- Follow Thrives’ best practices for escalating tickets to engineers.
Basic Qualifications
- Bachelor’s Degree, Technical Degree or equivalent work experience
- Excellent problem solver; able to prioritize and coordinate between tasks.
- 1-2 years’ service desk experience
- Ability to articulate technical information and convey to non-technical people.
- Passionate about delivering excellent customer service.
- Must be able to work effectively in a team environment as well as alone.
- Excellent written and oral communication skills.
- Strong desire to move to the next level with IT and start providing user support.
- Interest in Microsoft Azure and Office365 Administration.
Other Preferred Technical Knowledge:
Knowledge of basic service operations centers and customer satisfaction. Demonstrated ability and solid organizational skills with the ability to achieve industry certifications.
Explore More
Date Posted
01/31/2025
Views
0
Similar Jobs
Operations Functional Support Specialist - Dynamics 365 Finance & Operations (IN) - Cencora
Views in the last 30 days - 0
Cencora is seeking a Functional Support Specialist with 25 years of experience in Microsoft Dynamics 365 Finance Operations particularly in Operation...
View DetailsSenior Sourcing Specialist - UL Solutions
Views in the last 30 days - 0
The job description outlines a role in sourcing and supplier management for a global leader in applied safety science UL Solutions The position involv...
View DetailsSoftware Architecture Engineering and Cloud Computing Engineer - The Aerospace Corporation
Views in the last 30 days - 0
The Aerospace Corporation is seeking a Senior Project Engineer with expertise in software architecture engineering and cloud computing The role involv...
View DetailsSoftware Engineering Manager - Cargill
Views in the last 30 days - 0
The Software Engineering Manager job involves setting goals for a team responsible for software project development and delivery ensuring quality stan...
View DetailsSales Development Representative - UK (Remote) - Dscout
Views in the last 30 days - 0
Dscout is a company that specializes in experience research solutions helping innovative companies like Salesforce Sonos Groupon and Best Buy to build...
View DetailsIntern People Experience - Personio
Views in the last 30 days - 0
Personio is an HR platform that simplifies complex tasks for small and mediumsized organizations With a team of over 1800 employees across Europe and ...
View Details