What are the responsibilities and job description for the OnSite Support Site Lead position at Boston Associate Software Systems?
• 5 years of experience; 8 years of additional relevant experience may be substituted for education.
• Experience with IT incident and service request ticketing systems, such as ServiceNow.
• Strong understanding of customer relationship management principles and practices.
• Bachelor’s degree in computer science, electronics engineering or other engineering or technical discipline is required.
• Willing and able to get a Public Trust Suitability clearance
o Active listening: Understand customer needs and concerns fully before responding.
o Identify potential risks associated with operations onsite and work collaboratively with the District Project Manager to mitigate risk.
o Coach CSEs to enhance their performance and service delivery.
o Clear verbal and written communication: Explain technical issues in simple, customer-friendly language.
• ITIL Foundation certified or equivalent IT service management certified- preferred, or relevant experience.