Customer Service Analyst (Active Secret Clearance Required)

Great Hill Solutions, LLCis part of the Seneca Nation Group (SNG) portfolio of companies. SNG is the federal government contracting business wholly owned by the Seneca Nation. SNG meets mission-critical needs of federal civilian, defense, and intelligence community customers across a variety of domains. The SNG portfolio receives shared services support from its parent company Seneca Holdings and is comprised of multiple companies that participate in the Small Business Administration 8(a) program. To learn more visit www.senecanationgroup.com and follow us on LinkedIn.

At Seneca, our team of talented individuals is what makes us successful. To support our team, we provide a balanced mix of benefits and programs.Your total rewards package includes competitive pay, benefits, and perks, flexible work-life balance, professional development opportunities, and performance and recognition programs. We offer a comprehensive benefits package that includes medical, dental, vision, life, and disability, voluntary benefit programs (critical illness, hospital, and accident), health savings and flexible spending accounts, and retirement 401K plan. One of our fundamental principles at Seneca Holdings is to offer competitive health and welfare benefits to our team members, providing coverage and care for you and your family. Full-time employees working at least 30 hours a week on a regular basis are eligible to participate in our benefits and paid leave programs. We pride ourselves on our collaborative work environment and culture, which embraces our mission of providing financial and non-financial benefits back to the members of the Seneca Nation.

Great Hill is seeking a Customer Service Analyst who will be responsible for coordinating customer requests related to on-premises and cloud-hosted infrastructure. This role requires a deep understanding of ticketing systems and the ability to manage complex communications effectively. The Customer Service Analyst will review and resolve rack audit findings, manage service request tickets, assist customers with service requirements, and guide them through the request process. Additionally, the role involves updating stakeholders on milestones, coordinating implementations with technical resources, facilitating data center design and capacity planning, and serving as a liaison between customers and technical staff.

Roles and Responsibilities include, but are not limited to:

• Assist customers define and refine their service request requirements and guide them through the service request process.
• Create, route, and manage ServiceNow (SNOW) tickets for tasks such as virtual and physical machine installations, decommissions, moves, and changes.
• Act as the main point of contact between customers and technical staff, ensuring services are delivered and customer expectations are met.
• Work with various departmental technical resources to coordinate the implementation of customer requests.
• Keep all relevant stakeholders informed about service request milestones and schedules.
• Identify upcoming changes in physical infrastructure and virtual environments (both on-premises and in the cloud) in collaboration with clients.
• Assist in planning and executing clients' physical data center installations.
• Manage incoming customer deliveries in coordination with customers and asset management teams.
• Conduct thorough reviews of rack audit findings and implement necessary resolutions.
• Work directly with customers interested in cloud and cloud-specific application services.
• Prepare for and conduct customer onboarding meetings, including presenting onboarding PowerPoint slide decks and facilitating Q&A sessions while serving as the main point of contact for customers throughout the onboarding process.
• Document and track action items from meetings.
• Develop and maintain subject matter documentation, communication materials, and publications.
• Support the management of the Configuration Management Database (CMDB).
• Maintain security and privacy standards by enforcing IT Governance and policies.

Basic Qualifications:

• 1-2 Years of strong customer service skills to assist and guide customers through various processes in a primarily information technology environment.
• Excellent verbal and written communication skills to manage complex communications effectively.
• Ability to coordinate with technical resources and manage implementations.
• Proficiency in using and managing ticketing systems such as ServiceNow. Experienced with ServiceNow is preferred
• Ability to create and maintain comprehensive documentation and communication materials.
• Understanding of cloud services and concepts. Experience in Azure and AWS is preferred.
• Strong problem-solving and critical thinking skills/abilities.
• Ability to work independently and part of a team.
• Team management skills with the ability to prioritize tasks effectively.
• Basic knowledge of managing projects.
• Basic knowledge of ITIL framework.
• Active Secret Clearance