IT Associate II – Queue Admin Job Listing at Stifel in Saint Louis, MO (Job ID 7587)

Description

The IT Associate II - Queue Admin will perform activities associated with the management of ticket queues to include prioritization of work and assignment to technical resources for resolution of end user concerns while ensuring service levels and objectives are met. Additionally, they will be responsible for updating, maintaining and developing statistics as needed for management as assigned.

• Monitor ticket queues and assign tickets to appropriate resources for troubleshooting and resolution, ensuring that SLAs are consistently met.
• Review tickets before assignment, verifying that the issue is properly documented, and has had the proper level of troubleshooting done and is addressed to the correct team.
• Ensure proper assignment of tickets and resource allocation based on current tech work load, PTO, travel, physical locations of customer and tech, tech specialties and capabilities.
• Change ticket severity as warranted.
• Provide warm transfers when needed.
• Coordinate tickets that cross organizational boundaries to ensure customer satisfaction.
• Coordinating resources with teams across disciplines to ensure SLA targets are met.
• Preparing reports on Incidents and SLA status.
• Work with managers to create, develop, and update statistics and reporting as needed to support decision-making and track performance.

• Experience working in an IT Help Desk or Customer Services environment, and with SLAs.
• Experience with supporting high priority tickets.
• Strong working knowledge of computer systems, hardware, and software.
• Experience with ITSM tools such as Cherwell, Remedy, Service Now, Service Manager, or equivalent required.
• Advanced problem-solving, analytical, and team-working skills.
• Excellent communication and interpersonal skills.
• Displays an openness to learning new technologies.
• Proven track record of taking initiative and driving projects to completion with minimal supervision.
• Proven track record of identifying issues and implementing solutions without needing constant guidance.
• Strong capability to create and maintain structure and documentation to streamline processes and improve efficiency.
• Excellent communication skills to coordinate with cross-functional teams and ensure smooth ticket resolution without requiring frequent check-ins.

• Minimum Required: Associates Degree or equivalent experience.
• Minimum Required: 4+ years working in a technical environment

• Minimum Required: None

• Proficient in Microsoft Excel, Word, PowerPoint, Outlook

Stifel is more than 130 years old and still thinking like a start-up.  We are a global wealth management and investment banking firm serious about innovation and fresh ideas.  Built on a simple premise of safeguarding our clients' money as if it were our own, coined by our namesake, Herman Stifel, our success is intimately tied to our commitment to helping families, companies, and municipalities find their own success.

While our headquarters is in St. Louis, we have offices in New York, San Francisco, Baltimore, London, Frankfurt, Toronto, and more than 400 other locations.  Stifel is home to approximately 9,000 individuals who are currently building their careers as financial advisors, research analysts, project managers, marketing specialists, developers, bankers, operations associates, among hundreds more.  Let's talk about how you can find your place here at Stifel, where success meets success.

At Stifel we offer an entrepreneurial environment, comprehensive benefits package to include health, dental and vision care, 401k, wellness initiatives, life insurance, and paid time off.

Stifel is an Equal Opportunity Employer.