– Monitoring for new tickets in ServiceNow for Incidents and Requests and resolving open tickets within SLA by working with users and escalating to vendor and/or management if needed. Meeting with requesters of enhancements to clarify requirements and success criteria.
– Creating, refining requirements for, and estimating user stories in Jira for larger pieces of planned work, which could include analyzing data and documenting processes to provide improvement recommendations and fulfilling enhancement requests.
– Staying informed of ARCOS releases and changes.
– Regular meetings with key business partners and management to build relationships, discuss possible changes, and confirm the priority of work.
– Primarily solo work as ARCOS SME on IT Grid Support team (currently 8 members) and will work with other IT and business partners to accomplish work.
– Operates independently and receives only a moderate level of guidance and direction from the IT Grid Support lead and/or manager to confirm the priority of work and resolve blocking issues.
– Provide daily/weekly status updates to the managed services lead and hiring manager.
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