Service Now Quality Assurance & Communication Mana



   Job Order
Posted Date
Thursday, October 11, 2018

Service Now Quality Assurance & Communication Manager
Dallas, TX (Memphis, TN and Mclean, VA options)
1-year+ contract

IMMEDIATE NEW job opening for a Quality Assurance and Communication Manager to join our team and work on-site at our client's global HQ's in Dallas, Texas. This role will be responsible for managing customer feedback after each Service Now Case has been close. Each customer completes a survey, and this role will be responsible to follow-up with the customer, identify trends, etc. Excellent communication and customer service are key in this role. This role will also be responsible for creating detailed PowerPoint presentations. Will create monthly dashboard in PowerPoint from information that comes out of ServiceNow. Will also be responsible to create other documentation for the team as needed such as a 1-page PowerPoint that details what the team does to be communicated to the company globally. The ideal candidate will be continuously focused on Process Improvement.
o Quality Assurance - Centralized resource to review customer satisfaction survey feedback, contact Team Members with complaints and assist with resolving unanswered questions
o Process Improvement - Identify opportunities to improve our offering based on a trend in cases or series of related surveys
o Knowledge Management - Prepare knowledge articles for case workers and guides for Team Members on HRX services
o Reporting - Prepare monthly dashboard for executive committee review; prepare quarterly business review for HR senior leadership

Required Skills:
o Quality Assurance background
o Experience handling customer complaints
o Experience creating dashboards via PowerPoint.
o Extremely thoughtful and analytical
o User experience with Service Now (specifically HR Case Management module) - preferred
o Bachelor's Degree - preferred

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