- Optimize the current operations of RBA Helpdesk through automation of tasks in ServiceNow and other tools
- Own and continuously improve key helpdesk performance metrics, including resolution time and the share of queries answered directly by this person. The success of this role will greatly improve scale and speed of delivering analysis to our key stakeholders, while at the same time, greatly accelerate your personal learning and impact.
- Provide Level-1 support in the form of fetching data from an RBA DataMart through standard SQL queries. Over time, you will learn about Gartner business and deliver custom analysis that will help our stakeholders keep track of key business metrics
- Clarify and consistently improve processes for prioritization of requests and clarify level 2 support model.
- Responsible for maintaining a request tracker that along with tracking status of requests enable RBA leadership to better understand demand for analysis from stakeholders
- Support key RBA initiatives by developing well-articulated and structured presentations that improve client value and our business