Technical Support Specialist Jobs

Emp Type: W2 or 1099........ (No C2C)

Visa: H1B, H4EAD, GCEAD, L2, Green Card, US Citizens (Only USA Applicants)

Workplace Type: Remote

Experience: 6+Yrs

:

- Assist in investigation, resolution or escalation of customer service tickets in ServiceNow

- Assist in assuring proper governance is followed before approving and publishing authored pages

- Understand and communicate monthly development team release information to the stakeholder and author communities in non-technical terms

- Communicate all site outages, upgrades, hot fixes, and known issues to author, stakeholder and business communities

- Escalate site issues or bugs to appropriate application teams if team is unable to resolve, and communicate the escalation to customer, both upon escalation, throughout the investigation and upon resolution (closed-loop communications)

- Responsible for maximizing the value of the Support desk and the work of the team

- Responsible for supporting both ~70 internal and 10 customer facing AEM sites

- Responsible for creating and maintaining the Support desk reference documentation to ensure it is always current

- Communicate Support Desk priorities and vision to the team through daily stand-up meetings

- Be the liaison between the customer and technical teams using frequent communication on issue and request updates.

- Ensure team workload is evenly balanced among team members, and find additional projects/learning for team when workload is light

- Track all post-release issues from date of issue report to resolution; document resolution for future reference

- Support AEM author issues and questions through ServiceNow Tickets, Teams meetings or providing step by step documentation for resolution

- Communicate all new features, component updates etc. to author and site owner communities. These are provided to us by the development team. Store this documentation in a common repository.

- Partnering with Marketing & Brand team on Author audits, and lead site

owner annual audits

- Participate in Identity IQ semi-annual audits to ensure all security groups and members are accurate

- Create the Annual Business Plan AEM Report for division leader to include site URLs & owners, and number of authors and pages for each site

- Responsible for ensuring agreed upon service levels are being met for both workflow page publishing and ServiceNow tickets

- Learn Product Information Management (PIM) platform for both Products and Parts and learn Enterprise Search platform to troubleshoot and resolve customer issues and requests

- Cross train and onboard new team members as appropriate using the Onboarding Workplan

- Lead team and division projects as assigned by team manager

- Provide weekly operational and project updates, as well as customer wins and team recognition to team manager

Education & Experience Required:

- College or university degree, technical certification, or equivalent experience.

- Minimum 5 years of proven Support Desk or Team Lead experience

Technical Skills (Required)

- Competent to work both independently and as a team depending on projects, workload and assigned tasks

- Adaptable to work in a fast paced environment and adjust workload based upon changing division priorities and target date deadlines

- Experience working with onshore/offshore team model - Self-starter who can come up to speed quickly

- Strong accountability planning/organization, teamwork and interpersonal skills

- Excellent oral and written communication skills

- Managing resources and adjusting according to workload demands

- Ability to communicate technical resolutions to customers in non- technical terms

- Ability to work closely with key stakeholders, other support teams, and development throughout the organization

- Familiarity with ServiceNow ticket application

- Prior experience with Adobe Experience Manager (AEM) web page authoring and component troubleshooting