FormativGroup
Senior Service Desk Analyst - ITIL Certified, Salesforce Voice, Amazon Connect exp
Remote/US - Full Time · Senior · Full-time
No sponsorship$35k-$50kDetected 22 days ago
SalesforceCustomer SupportAR/VR
About the role
- You will answer and resolve incoming service desk contacts (voice and digital) using Amazon Connect and Salesforce Service Cloud Voice, following ITIL-aligned processes for incident, request, and escalation management.
- With deep technical expertise across cloud architecture, system integration, AI, and data strategy, we bridge the gap between business goals and modern platforms.
Responsibilities
- Use Amazon Connect and Salesforce Service Cloud Voice to manage contacts, cases, and call workflows
- Document incidents and requests accurately
- Contribute to knowledge base articles and continuous improvement of support processes
- 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
- Document incidents and requests accurately; escalate per defined ITSM procedures
Requirements
- 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
- Experience supporting public sector / government programs
- Experience with knowledge management and AI-assisted agent tooling
Compensation
- FormativGroup operates within the critical middle layer of business technology, where applications and systems connect infrastructure to business processes.
- We are specialists who help the middle market take full advantage of their technology investments with deep, industry-centric expertise, all in one place, to unify fragmented systems.
- With deep technical expertise across cloud architecture, system integration, AI, and data strategy, we bridge the gap between business goals and modern platforms.
- ADA Specifications: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
- #formativgroupcareers #WorkWithUs
Visa & Work Authorization
- Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa currently.
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This listing is sourced directly from FormativGroup's careers page and normalized into a canonical job model.