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Mountainside · 3 months ago

IT Field Services Technician (ServiceNow CSM Analyst)

New York,NY,US

Full-time

Onsite

New Grad, Entry Level

$55K/yr - $65K/yr

Mountainside Treatment Center is a leading behavioral healthcare provider dedicated to treating alcohol dependency and drug addiction. They are seeking an IT Field Services Technician / ServiceNow CSM Analyst to manage ongoing integrations, support omnichannel improvements, and enhance customer service capabilities through the ServiceNow platform.

Addiction TreatmentBiotechnologyHealth Care

Responsibilities

Maintain Items, Catalogs, and Knowledge, and continually improve services and incident analytics for our Service Desk

Will maintain client dashboards [Clinical Data and IT], providing real-time analytics [PBI to ServiceNow

Maintenance and continuous improvement of Mobile UI Agent and Now Applications, and in addition to building a New Customer NOW application

Learn and dive deep into the ServiceDesk operation numbers, to be able to report to the company and perform quick workarounds during high-impact incidents and drive faster resolution to reduce the business impact

Will Update Current Company Status – Business Operations Statuses – to Report Plan Changes, Outages and Unplanned Changes

Demonstrate and provide – Hourly Updates to provide status to Ongoing Problems, Incidents, and workarounds, demonstrating Progress eliminating re-incidence

Will assist with maintenance of Customer Platform Databases and Tables, to improve success rates for our case management – summarization AI platform

Will work with Design and IT, HR, Finance to improve customer service portals, and knowledge bases

Join Workshops with Platform techs and help to organize and maintain focus for automating various forms of notifications and communication workflows

Assist the compliance team in maintaining focus on implementing and adhering to planned access controls and security strategies

Will be managing a comprehensive asset lifecycle from procurement to disposal, including asset control and depreciation – Status, State,

Understand how to create Models and Products, as well to and Manage Purchase Orders

Automate SN web and agent applications, and coordinate asset tracking transitions based on event triggers

Support field services operations, including workstation deployment and maintenance

Overview and assist with hardware installation, cable management, and desk minimalist setup

Record and maintain asset compliance and optimize software licensing automation

Constant – on a weekly or even daily basis to generate asset reports and cost optimization recommendations

Help with the support of Microsoft Intune device management operations and integrations with ServiceNow

Collaborate with Network teams during incidents. Assist Cisco network engineers when necessary to physically access the hardware. Help with monitoring, reporting major incidents, guaranteeing that problems are escalated accordingly, and providing analytical insights into incident impact

Coordinate video conferencing setups and system support for the ongoing meeting rooms, ensuring minimal cables and hardware look, in addition to keeping them running smoothly

Help and eager to learn and support CAs and PKI, SCEP deployment processes

Maintain security compliance – Implement security protocols in test environments and release them via Change Management

Qualification

ServiceNowMicrosoft IntuneITIL FrameworksPKI knowledgeAsset Lifecycle ManagementAnalytical skillsCompliance commitmentCompTIA A+ certificationCommunication skillsDocumentation skills

Required

Some experience with ServiceNow (administration, configuration, or business analytics)

Eager to Learn ServiceNow and Microsoft Intune integrations

ITIL Frameworks are our most recommended knowledge -required

Knowledge of PKI, certificate authorities, and SCEP protocols

Hardware and Software Asset Lifecycle

Strong analytical and problem-solving skills

Excellent communication and documentation abilities

Commitment to Compliance, security, and best practices

Preferred

ServiceNow/ ITIL certification

Experience with Microsoft Intune and Cisco platforms

ITAM experience and software asset management knowledge

Basic networking knowledge (cabling, access points)

CompTIA A+ or equivalent technical certification

Field services or technical support experience

Benefits

Comprehensive benefit package

Paid Time Off (which increases after 1 year with Mountainside)

Paid holidays including a Multicultural Holiday

401(k) with employer matching

Monthly $100.00 wellness reimbursement. Our Wellness Reimbursement benefit is meant to encourage employees to engage in productive self-care to avoid burnout and compassion fatigue.