Customer Support Representative

Herndon, Virginia

ServiceNow - Trainer/Tester

Contract

Our client, an elite ServiceNow Consulting partner, are hiring a Customer Support Representative to join the team in Maryland on a contract basis. The successful candidate will play a key role in managing the onboarding and offboarding processes for employees, ensuring that system access is granted and revoked promptly.

Responsibilities

As the Customer Support Representative, you will oversee and document employee lifecycle processes, ensuring timely provisioning of system access and distribution of equipment.
Review and submit system access forms to ensure employees receive the appropriate access.
Ensure system access is promptly revoked upon employee termination and update relevant documentation.
Collaborate with scrum teams to schedule and manage Authorized Service Interruptions (ASI), minimizing operational disruptions.
Maintain accurate and secure records that adhere to organizational and regulatory standards.
Manage IT Service Management systems and track workflows using Jira.
Work closely with scrum teams, managers, and stakeholders to ensure tasks are completed on time and operations run smoothly.
Assist in defining and optimizing processes to streamline project tasks and keep management informed on progress.

Skillset

U.S. Citizenship with an active DoD Secret clearance is mandatory.
Master’s/Bachelor’s degree with a minimum of three years of relevant experience.
Proven experience with onboarding/offboarding candidates and managing system access.
Familiarity with project task dependencies, risks, and mitigation strategies.
Strong written and verbal communication skills for effective collaboration with teammates, management and customers.
Excellent organizational and task management skills with strong attention to detail.
Knowledge of AWS and proficiency in the Microsoft Office suite.
Strong customer service skills and the ability to address client/employee concerns.
A continuous learner with an interest in new tools, systems and industry best practices.