Tier 2 Ticket Support
Job Description
Job Description
Position: Tier 2 Ticket Support
Company: released via phone call
Location: Remote
Start Date: 12/1
Duration: Contract through September 30th, 2026
Pay Rate: $30/hour
BG/Drug: Candidates must pass client’s BG/drug which consists of marijuana testing
PTO: 5 days
Must-Have Qualifications:
- 1+ years of ServiceNow ticketing experience (Tier 2 level support)
- Strong technical aptitude and ability to learn new systems quickly
- Experience in ticket triage and customer service
- Detail-oriented with strong problem-solving skills
Preferred / Nice-to-Have:
- Familiarity with Oracle SAS systems.
- Previous experience in cycle count execution and inventory-related troubleshooting
- Background in technical support within enterprise systems
Summary:
We are seeking a Tier 2 Ticket Support Specialist to manage and resolve technical issues submitted through ServiceNow. This role involves triaging and addressing tickets from internal users, ensuring timely and accurate resolution of system-related errors. The ideal candidate will be technically savvy, experienced in ServiceNow ticketing, and capable of learning Oracle SAS systems to support ticket workflows. This position requires consistent availability, including during holiday periods, as there is no blackout period.
Key Responsibilities:
- You and your team will manage and resolve 200+ new tickets daily in ServiceNow
- Perform ticket triage, prioritize issues, and provide Tier 2 level support
- Troubleshoot and resolve system errors (e.g., deactivate items for reorder, execute cycle counts, review error messages)
- Act as a Subject Matter Expert (SME) for system-related issues, gradually taking ownership of ticket resolution
- Collaborate with internal teams to ensure accurate and timely fixes
- Learn and utilize Oracle SAS system to support ticket resolution processes
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