FNTS

Associate

• Analyze operational issues, interpret service delivery processes, assess customer impacts, and recommend improvements
• Coordinate and deliver customer communications for change management, maintenance events, service interruptions, and operational updates
• Draft and distribute customer notifications and maintain communication templates and processes
• Consult with customers regarding operational impacts, service risks, mitigation strategies, and service events
• Support ServiceNow message delivery processes and notification workflows
• Identify, implement, and evaluate automation initiatives
• Track incidents, service requests, problems, action items, and ticket hygiene
• Maintain accurate customer-facing dashboards and coordinate with technical teams on ticket updates
• Determine escalation needs for aging or at-risk items
• Conduct post-incident reviews and present impact assessments, root cause summaries, and recommendations
• Analyze operational and business impacts of service events
• Manage support activities for assigned shared customer accounts and route customer inquiries
• Provide operational guidance on service utilization, support processes, and best practices
• Assist with customer Disaster Recovery tests and manage schedules, action items, communications, documentation, and follow-up
• Coordinate customer data center access requests, approvals, documentation, and records
• Support Client Executives and Service Account Managers with renewals, opportunity management, ticket coordination, Salesforce updates, and account information
• Participate in customer meetings and present operational findings, service impact summaries, and recommendations
• Maintain customer documentation, reports, and account records
• Lead small-scale customer projects and track milestones, timelines, dependencies, and deliverables
• Identify inefficiencies, recommend process improvements, and support continuous improvement initiatives
• Coordinate cross-functional teams and drive actions to resolve customer-impacting issues and improve service performance

Explore Service Delivery Associate at FNTS. Review requirements and application details.