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Brookfield Residential · 1 day ago

Sr. Support Analyst

San Ramon, CA

Full-time

Onsite

Mid, Senior Level

$70K/yr - $85K/yr

5+ years exp

Brookfield Residential is a leading North American land developer and homebuilder focused on creating exceptional living experiences. The ITSM Senior Support Analyst is responsible for delivering advanced deskside support across all locations, ensuring high service quality and process improvement to enhance customer satisfaction.

Commercial Real EstateReal EstateResidential

Comp. & Benefits

H1B Sponsor Likely

Responsibilities

Ensure every task, incident, question or request has a ticket logged within your sphere of control, to drive ongoing analysis and understanding of work patterns, coverage requirements and workload across each region

Monitor the assigned deskside queues to ensure prioritization and timely resolution of assigned tickets

Assist with project work for implementation of new systems or upgrading of existing systems

Assist with system testing prior to launch

Assist with documentation as needed

Support project deployment as needed

Primary point of escalation for all Deskside related issues

Analyzing the deskside tickets to find trends and provide pro-active recommendations

Define and establish process for common deskside issues

Develop a continuous improvement framework and customer feedback process to engage our customers and improve their deskside experience

Administer on-site support for sales and construction offices located throughout North America

Provide superior support and solutions for internal clients including office and site staff

Qualification

Helpdesk experienceDeskside supportServiceNow knowledgeQuality monitoringTeam leadershipCustomer serviceTechnical skillsWritten communicationPresentation skills

Required

5+ years helpdesk/deskside experience as well as some hands-on desk side support (2nd level)

Experience in leading teams of analysts and deskside personnel to resolve common and unique Deskside issues

Information Technology degree or Technical College Certificate in computer science or related specialty, or equivalent technical customer support industry experience

Experience in quality monitoring, helpdesk practices, root cause analysis

Willingness to participate in quality management programs to improve customer service delivery

Experience in training and coaching teams of helpdesk personnel for customer service enhancement

Broad experience in computer environment support

Need to be a team player, actively working with other IT groups

Willingness to constantly upgrade their service and technical skills

Proficient in English, with excellent written and presentation skills

Good customer service with an appreciation of and the ability to display empathy

Preferred

Knowledge of ServiceNow an asset

Benefits

Competitive compensation

Annual Bonus Target (Discretionary): 15%

Excellent extended medical, dental and vision benefits beginning day 1

401(k) matching, vesting begins day 1

Career development programs

Charitable donation matching

Paid Volunteer Hours

Paid parental leave

Family planning assistance including IVF, surrogacy and adoptions options

Wellness and mental health resources

Pet insurance offering

A culture based on our values of Passion, Integrity and Community

Company

Brookfield Residential

Brookfield Residential is a leading North American land developer and homebuilder with one goal in mind - building the best places to call home.

Founded in 1956

Calgary, Alberta, CAN

1001-5000 employees

https://www.brookfieldresidential.com/

H1B Sponsorship

Brookfield Residential has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2020 (1)