Help Desk Ticket Analyst

POSITION: Help Desk Ticket Analyst                         

DEPARTMENT:  Information Technology (IT)

REPORTS TO:  Director, IT Systems and Support      

FLSA STATUS: Salaried/Exempt                    

LEGENDS & ASM GLOBAL

Two powerhouse companies have joined forces to redefine excellence in sports, entertainment, and live events. Together, we combine unmatched expertise with a global reach, offering end-to-end solutions – from venue development and event booking to revenue strategy and hospitality.

Legends brings a 360-degree, data-driven approach across Global Partnerships, Hospitality, Merchandise, and Attractions, working with top-tier clients to deliver exceptional experiences.

ASM Global, the world leader in venue management and live event production, oversees 350 iconic venues stadiums, arenas, conventions centers and theaters.

Our organization is committed to building an inclusive, innovative environment where differences drive solutions that benefit our team members, guests, and partners. Guided by our values of respect, integrity, and accountability, we create a workplace where everyone can succeed. Are you ready to be part of the team that is transforming live entertainment? Join us to make legends happen!

THE ROLE

We leverage ServiceNow as our ticket platform for venues and corporate folks that need to submit a request or ticket related to the various applications tat help drive our business. We are looking for a support specialist to manage our SLAs, ticket handling and customer satisfaction as we continue to grow our footprint of systems and venues.

The ideal candidate will have knowledge of ServiceNow, PowerBI and application support. You will play a crucial role in ensuring the smooth operation of our help desk. You will be responsible for managing tickets, escalations and SLAs, providing guidance and support to ensure exceptional customer service. Your expertise in IT support will contribute to the overall success of our organization. You will collaborate with various departments and stakeholders to resolve application and technical issues and implement effective solutions.

Essential Duties and Responsibilities

• Manage and prioritize help desk tickets to ensure timely resolution and customer satisfaction

• Develop and maintain help desk procedures and documentation for efficient troubleshooting

• Develop and maintain Service Level Agreements for each ticket type, product and support level

• Monitor and analyze help desk performance metrics, such as response time and ticket resolution rate

• Meet with business teams providing second level support to review performance, meeting SLAs and driving end user satisfaction

• Identify trends and escalate these back to product owners to facilitate resolution of the issue Vs the symptom

• Work and close tickets as applicable

• Identify training needs and provide ongoing coaching for employees handling second level support

• Collaborate with other departments, such as IT, Finance, Procurement, Marketing and others to ensure issues are addressed in a timely manner and tickets updated and closed as appropriate

• Coordinate with first and third level support teams on efficiency, communication and SLA compliance

• Ensure compliance with company policies and procedures

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty with energy and enthusiasm. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience          

• Background in help desk and ticket management

• Working knowledge of ServiceNow

• Functional understanding of finance is a plus

• Microsoft Dynamics 365

• PowerBI

• Familiarity with M365

Skills and Abilities  

• Ability to contribute to a team environment across all levels with a high degree of professionalism

• Strong communication skills, both verbal and written

• Support Level 2 employees for D365

• Understand and comply with Internal Control Standards

COMPENSATION

Competitive salary, commensurate with experience, and a generous benefits package that includes medical, dental, vision, life and disability insurance, paid vacation, and 401k plan.

WORKING CONDITIONS

Location: Hybrid/Conshohocken, PA

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

NOTE:

The essential responsibilities of this position are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.

Legends & ASM Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.