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Associate Customer Advocate  

Under limited supervision. serve as IT customer advocate by assisting IT Client Services with collaborative communications between IT Infrastructure and Operations, other IT organizations, and the business units. Aid in the documentation and development of processes and procedures that support the infrastructure team to perform operational and support tasks. Participate in business impact analysis on environmental changes and ensures alignment and coordination occurs with all other impacted areas of the company in planning and implementing integrated process improvement.
  • Acts as a customer advocate working across IT and with the business, escalating unresolved issues to the proper management level. Assisting in processes and procedures that ensure that infrastructure incidents, problems, changes, and projects are properly communicated and executed with appropriate business focus.
  • Assists with monitoring system changes within the environment and identifying potential risk, business impact, and communication requirements keeping in compliance with standard IT Policies and standard procedures.
  • Aid in the creation, monitoring, and analysis of infrastructure support metrics to ensure customer service level agreements are being met.
  • Liaises with all other departments in Information Technology to help in the identification, escalation, documentation, and coordination of Incidents, Problems and Changes

  • High school diploma, GED or equivalent experience
  • 2 - 4 years of information systems experience in, or related to, an IT Service Management role or IT Operations support function
  • Ability to understand, map and document complex processes and systems
  • Ability to be flexible when needed, take initiative, and demonstrate accountability.
  • Intermediate oral and written communication skills demonstrating ability to share and impart knowledge.
  • Ability to quickly adapt to new methods, work under tight deadlines and stressful conditions.
  • Ability to set goals, multitask and prioritize workload.
  • Intermediate investigative, analytical and problem solving skills.
  • Ability to work well within a team environment and participate in department/team projects.
  • Ability to balance detail with departmental goals/objectives.
  • Intermediate interpersonal skills.
  • Ability to translate business needs and problems into viable/accepted solutions.
  • Ability to foster customer service as needed.
  • Ability to liaise with individuals across a wide variety of operational, functional, and technical disciplines and work well with all levels of management.
  • Ability to develop reports and analysis documents using various tools and techniques
  • Basic knowledge of ITIL and/or ITSM processes and best practices
  • Microsoft Windows Operating Systems (Server & PC)
  • Microsoft Productivity Suite

  • Associate's, Bachelor's degree or equivalent experience
  • 5+ years of IT Support, Call Center Experience, Process Management Experience
  • Insurance industry knowledge
  • Foundation level certification in ITIL v3
  • Knowledge of risk assessment process and methods
  • SQL & PL/SQL
  • Microsoft SQL Server Report Developer
  • Experience with Entity Relationship Diagrams
  • LocationMissouri, St. Louis
    CountryUnited States of America
    CompanyISSG, Inc. - Information Systems Services Group
    ContactISSG, Inc. - Information Systems Services Group
    Web Link
    Posted Date05/25/2011 01:04:19
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