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About the Role
This role involves monitoring and managing incidents, service requests, and work orders within ServiceNow, ensuring timely completion and SLA compliance. You will communicate with customers, generate reports, analyze ticket trends, and support operational processes to ensure effective service delivery.
Responsibilities
- Monitor, review, prioritize, and route incidents, service requests, tasks, and work orders within ServiceNow.
- Ensure tickets are assigned to the appropriate support teams and resources based on established processes and priorities.
- Track ticket progress and follow up with support teams to ensure timely completion and SLA compliance.
- Communicate professionally with customers regarding ticket status, updates, escalations, and resolution timelines.
- Maintain accurate documentation and records within ServiceNow and other business systems.
- Generate, update, and distribute operational reports using Microsoft Excel and other reporting tools.
- Analyze ticket queues and identify trends, backlogs, and process improvement opportunities.
- Escalate critical issues and aging tickets to leadership as required.
- Coordinate with internal teams, customers, and leadership to ensure effective service delivery.
- Support operational processes, projects, and administrative activities as assigned.
- Assist in creating and maintaining process documentation, procedures, and work instructions.
- Participate in team meetings and provide updates on ticket volumes, performance metrics, and operational concerns.
- Maintain positive working relationships with customers, team members, and leadership through professional communication.
- Perform other duties as assigned.
Requirements
- High School Diploma or GED required.
- 1+ years of experience in an administrative, operations, customer service, help desk, service coordination, or related role.
- Previous experience working with ticketing systems, ServiceNow preferred.
- Proficiency in Microsoft Excel, including data entry, sorting, filtering, reporting, and basic spreadsheet analysis.
- Strong customer service and communication skills.
- Experience working in a fast-paced office environment preferred.
Skills
- Strong organizational and time management skills.
- Ability to manage multiple priorities and competing deadlines.
- Working knowledge of ServiceNow or similar ticket management systems.
- Proficiency in Microsoft Excel and Microsoft Office applications.
- Strong attention to detail and data accuracy.
- Ability to analyze information and identify potential issues requiring escalation.
- Effective written and verbal communication skills.
- Strong customer service orientation.
- Ability to work independently with minimal supervision.
- Moderate problem-solving and decision-making skills.
- Ability to maintain confidentiality and professionalism.
Location
- Office-based
Work Type
- Full-time
Experience Level
- 1+ years of experience
Education Level
- High School Diploma or GED
Benefits
- Medical, dental, life, and disability insurance options.
- Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
- Team member tuition assistance programs.
- Paid vacation time and paid holidays annually.
- Other benefits to enhance health, wellness, and personal/professional development.
About the Company
- Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide.
- We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization.
- We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future.