Position Overview
Responsibilities and Accountabilities:
Ticketing System Management: Administrator and oversees the RWD BoldX FreshService agile ticketing system, including the development of catalog forms, automation, enhancements, and handling user requests for RWD services while managing the demand queue.
Request Review and Routing: Liaise between contractors, managers, and vendors for the review of incoming requests and route tickets based on defined parameters to the appropriate RWD operation groups through FreshService.
Information Gathering and Reporting: Collect and report information, maintain records, and provide support to internal RWD team members while solving problems as they arise.
Training and Compliance: Liaise with contractors, managers, and the RWD team to obtain necessary ticket forms and approvals. In addition, develop and maintain training modules and documentation using Brainshark to ensure compliance w...