Job Description
We are seeking a Tier 2 Ticket Support Specialist to manage and resolve technical issues submitted through ServiceNow. This role involves triaging and addressing tickets from internal users, ensuring timely and accurate resolution of system-related errors. The ideal candidate will be technically savvy, experienced in ServiceNow ticketing, and capable of learning Oracle SAS systems to support ticket workflows. This position requires consistent availability, including during holiday periods, as there is no blackout period.
Key Responsibilities:
• You and your team will manage and resolve 200+ new tickets daily in ServiceNow
• Perform ticket triage, prioritize issues, and provide Tier 2 level support
• Troubleshoot and resolve system errors (e.g., deactivate items for reorder, execute cycle counts, review error messages)
• Act as a Subject Matter Expert (SME) for system-related issues, gradually taking ownership of ticket resolution
• Collaborate with internal teams to ensure accurate and timely fixes
• Learn and utilize Oracle SAS system to support ticket resolution processes
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
• 1+ years of ServiceNow ticketing experience (Tier 2 level support)
• Strong technical aptitude and ability to learn new systems quickly
• Experience in ticket triage and customer service
• Detail-oriented with strong problem-solving skills
Nice to Have Skills & Experience
• Familiarity with Oracle SAS systems.
• Previous experience in cycle count execution and inventory-related troubleshooting
• Background in technical support within enterprise systems
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.