Senior Specialist - Dispute Resolution

Yoh has a contract opportunity for a SENIOR SPECIALIST - DISPUTE RESOLUTION to join our client in the O'Fallon, Missouri area.

JOB RESPONSIBILITIES
- Position requiring a solid understanding of customer support and application support principles.
- Will serve as the coordinator for all support tickets that get routed to the configuration management team for processing.
- Will provide second-level support for the IPS Help Desk by processing customer configuration requests and performing initial triage.
- Requires the ability to multi-task effectively in a fast-paced environment.
- Monitor the work queue for the customer configuration team and assign work/activities to team members to ensure timely resolution
- Identify tickets that correspond to billable activities and ensure those tickets are flagged accordingly
- Review all tickets to ensure they comply with all relevant audit requirements and controls
- Generate monthly metrics related to the support tickets being processed
- Partner with the help desk, testing teams, and other internal partners to ensure tickets are being processed quickly and accurately
- Create and update documentation associated with the duties being performed
- Identify and implement process improvements related to job function

JOB QUALIFICATIONS
- Bachelors in business, information technology or computer science, or equivalent work experience
- Three to five (3-5) years of related experience

Experience with Tivoli Service Request Manager, Remedy, or other service desk applications is a plus
- Knowledge of ACI Base24-eps, ACI Payments Manager, or CSC CAMS is a plus
- Strong technical writing and communication skills
- Technical aptitude to quickly learn new systems and to trouble-shoot complex issues
- Ability to multi-task effectively in a fast-paced environment

DISCOVER ALL THAT\'S POSSIBLE WITH YOH. APPLY NOW.

RECRUITER: Steve Wamser

Yoh is a professional staffing provider with over 70 years of experience in the short- and long-term staffing services industry; visit our website to learn both about our company and about our leading professional staffing solutions.

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer, M/F/D/V.

Tax Term: CON_W2

J2W: INFOTECH J2WBRSTL

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