Job Description

Position Type: RegularYour opportunity The Infrastructure and Operations (I&O) organization provides technology solutions and support for Schwab employees, as well as supporting the external Schwab client experience. The National Service Desk (NSD), as part of I&O, provides front-line IT support services for the Schwab workforce to report technology issues, restores service, and escalates issues to second-level support that cannot be resolved at first contact. Our Opportunity The I&O organization provides technology solutions and support for Schwab employees, as well as supporting the external Schwab client experience. As part of the I&O organization, the National Service Desk (NSD) is seeking a Service Support specialist to provide level two support. This is a multi-purpose SME support role that will focus and work on the following areas, including but not limited to; Continual Service Improvement (CSI) Escalation Management Knowledge Centered Service (KCS) Process Management Project work, initiatives, and support specialized efforts Quality Assurance (QA) Training Coordination What you’re good at: Responsibilities Continuous Service Improvement Provide supporting role to the CSI lead. Review CSI submissions. Sponsor and implement CSI ideas. Facilitate review meetings. Update registry. Maintain CSI documentation. KCS Perform content reviews of new KBAs. Perform content updates to existing KBAs. Playbook updates. Documentation updates. Process improvements. Represent process in meetings/morning huddles. Clear flags. Train external support partners. QA Evaluator Provide supporting role to the QA lead. Perform Call, Chat, and Incident evaluations as needed. Submit scores to agents. Provide feedback where relevant. SD Trainer (for Service Desk locations) Provide supporting role to Training Lead. Assist with new hire set up. Deliver training needs at Austin location. Regular reviews and updates of training content. Develop new training content. Design, implement and communicate the training process. Map out training plans and schedules, designing and developing training programs for FTE and Contingent workforce. Identify training needs by evaluating strengths and weaknesses. Choosing appropriate training methods per case (virtual, simulated, mentoring, on the job training, professional development classes, etc.). Marketing available training opportunities to employees and providing necessary information. Direct structured learning experiences and monitor their quality results. Deliver training. Assess training effectiveness to ensure incorporation of taught skills and techniques into employees work behavior. Stay abreast of the new trends and tools in employee development. Be in sync with QA output and incorporate inputs into Training curriculum. Bi-annual review and update of training content. Onboarding new hires (access, tools, hardware, software, etc.). Off boarding FTEs and Contractors. Escalation, Tier 2 support, and Project support Serve as a central point of contact for ad hoc Service Desk Escalations from Management, customers, and support partners. Diagnose and troubleshoot end user desktop application issues and provide appropriate solution. Ensure customer satisfaction through timely resolution of problems or escalation. Provide incident status updates to management and end-users per service level guidelines. Support and maintain effective relationships with users. Serve as the “Voice of the Agent” and provide feedback to Team Leads, Managers and Governance Team Members on process improvement ideas. Support pilot efforts at the NSD as needed. Focus regular attention on the NSD backlog queue. Regularly support teammates and peers via standard collaboration tools. Provide support for end user computing devices (PCs, laptops, printers, cell phones, and tablets). Support end users in their use of applications such as Microsoft Office, CRM, VPN, Citrix, and MDM (mobile device management). Perform account management and maintenance for various applications and systems (e.g., create or modify user accounts and permissions, perform password resets). Communicate with customers at all levels of technical and non-technical skills sets. Follow all standard operating procedures (SOP) through the effective use of Knowledge management. Proven ability to work under pressure. Must possess the ability to effectively communicate with multiple levels in the technical, business and management community. Demonstrated knowledge of new technology and process enhancements within the industry and being proactive in sharing this information with peers and management. What you have Skills Leadership Emotional Intelligence (EQ) Listening & Communication Critical Thinking & Problem Solving Customer Focused Delivery Negotiation & Decisiveness Influence & Teamwork Adaptability & Flexibility Learning Agility Strategic & Analytical Thinking Technical Expertise Customer service skills Required Experience Bachelor’s degree in technology or equivalent work experience. 5 - 7 years of experience working in a service desk or customer service environment. 5 – 7 years of experience years in process management. Proficiency with Information Technology Infrastructure Library (ITIL) practices and IT Service Management (ITSM). Proficiency with Continual Service Improvement (CSI) - resent continuous improvement opportunities as it relates to workflow. Knowledge Centered Service (KCS) certification or equivalent work experience. Proficiency with SmartIT, Camtasia, JIRA, Confluence, desktop, and remote connection tools. Proficiency in MS Office, Windows, and Mac / iOS support. Training Coordinator certification or equivalent work experience. Process Management experience. "In addition to the salary range, this role is also eligible for bonus or incentive opportunities." What’s in it for you At Schwab, we’re committed to empowering our employees’ personal and professional success. Our purpose-driven, supportive culture, and focus on your development means you’ll get the tools you need to make a positive difference in the finance industry. Our Hybrid Work and Flexibility approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis. We offer a competitive benefits package that takes care of the whole you – both today and in the future: 401(k) with company match and Employee stock purchase plan Paid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positions Paid parental leave and family building benefits Tuition reimbursement Health, dental, and vision insurance

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