FormativGroup
51 - 200 employees
🤝 B2B
🏢 Enterprise
☁️ SaaS
B2B • Enterprise • SaaS
FormativGroup is a B2B technology consulting and implementation firm that helps mid-market and enterprise clients modernize applications, workflows, and data infrastructure. They specialize in data architecture, system integration, application development, workflow automation, SaaS/PaaS ecosystem management, and AI roadmapping to enable governance, migrations, and interoperability across complex environments. FormativGroup serves regulated and enterprise sectors such as insurance, banking, mortgage & lending, wealth management, healthcare, and the public sector, focusing on outcome-based designs and continuous improvement.
Senior Service Desk Analyst
Job not on LinkedIn
🔥 0 minutes ago
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FormativGroup
51 - 200 employees
🤝 B2B
🏢 Enterprise
☁️ SaaS
B2B • Enterprise • SaaS
FormativGroup is a B2B technology consulting and implementation firm that helps mid-market and enterprise clients modernize applications, workflows, and data infrastructure. They specialize in data architecture, system integration, application development, workflow automation, SaaS/PaaS ecosystem management, and AI roadmapping to enable governance, migrations, and interoperability across complex environments. FormativGroup serves regulated and enterprise sectors such as insurance, banking, mortgage & lending, wealth management, healthcare, and the public sector, focusing on outcome-based designs and continuous improvement.
📋 Description
• Answer, triage, and resolve service desk tickets and calls for an enterprise user base • Use Amazon Connect and Salesforce Service Cloud Voice to manage contacts, cases, and call workflows • Document incidents and requests accurately; escalate per defined ITSM procedures • Meet service-level targets for response, resolution, and customer satisfaction • Contribute to knowledge base articles and continuous improvement of support processes
🎯 Requirements
• 2+ years of full-time experience providing ITSM technical support on a service desk for an enterprise IT organization of at least 5,000 end users • 1+ year of experience using Amazon Connect and Salesforce Service Cloud Voice as a service desk tool • Current ITIL certification (validation link or certificate copy required) • Ability to provide verifiable professional references for each qualifying experience
🏖️ Benefits
• medical • dental • vision • 401(k) • paid time off
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