Associate Specialist
AssociateSpecialist-DataManagement
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Associate Specialist - Data Management at Associate Specialist. Skills: Data Management, ServiceNow, Employee Experience. Manage day-to-day global employee chat operations. Monitor live chat queues”
Industry & Context.
Assess queries quickly; Determine right resolution path; Escalate when required; Handle high-volume periods; Prioritization; Sound judgment
What They're Looking For.
Must Have
ServiceNow chat expertise, ServiceNow case management expertise, ServiceNow assignment groups expertise, ServiceNow queues expertise, ServiceNow SLAs expertise, ServiceNow reporting expertise, Ability to monitor operational dashboards, Ability to identify gaps in service performance, Ability to provide clear responses, Ability to provide empathetic responses, Ability to provide solution-focused responses, Excellent written communication skills, Ability to respond professionally, Ability to respond concisely, Capability to simplify policy information, Capability to simplify process information, Ability to coordinate with HR teams, Ability to coordinate with payroll, Ability to coordinate with benefits, Ability to coordinate with IT, Ability to coordinate with support functions, Skilled in managing escalations, Skilled in aligning multiple stakeholders, Ability to analyze chat trends, Ability to analyze chat volumes, Ability to analyze SLA performance, Ability to analyze recurring issues, Comfortable preparing insights, Comfortable preparing dashboards, Comfortable preparing action-oriented summaries, Understanding of SOPs, Understanding of workflows, Understanding of escalation matrices, Understanding of service delivery controls, Ability to identify process gaps, Ability to recommend practical improvements, Attention to detail in documenting cases, Attention to detail in maintaining audit trails, Attention to detail in protecting confidential employee data, Understanding of data privacy requirements, Understanding of compliance requirements, Ability to assess queries quickly, Ability to determine right resolution path, Ability to escalate when required, Capable of handling high-volume periods, Prioritization, Sound judgment, Comfortable working with teams across regions, Comfortable working with teams across time zones, Comfortable working with teams across cultural contexts, Ability to ensure consistent service delivery, Ability to respect local process variations, Proactively identifies opportunities to improve chat deflection, Proactively identifies opportunities to improve knowledge articles, Proactively identifies opportunities to improve automation, Proactively identifies opportunities to improve routing, Proactively identifies opportunities to improve user experience, Supports initiatives to improve productivity, Supports initiatives to improve VOC scores, Supports initiatives to improve SLA compliance
What You'll Do.
Manage day-to-day global employee chat operations
Monitor live chat queues
Monitor response times
Monitor resolution quality
Monitor SLA performance
Ensure employee queries handled professionally
Ensure employee queries handled accurately
Ensure employee queries handled in line with policies
Ensure employee queries handled in line with processes
Coordinate with internal teams for escalations
Coordinate with internal teams for complex cases
Coordinate with internal teams for region-specific queries
Maintain consistency in chat responses
Leverage knowledge articles
Leverage standard templates
Identify recurring queries
Recommend updates to knowledge content
Recommend process improvements
Track productivity metrics
Support reporting reviews
Support governance reviews
Drive adoption of ServiceNow chat features
Encourage effective usage by employees
Encourage effective usage by support teams
Ensure compliance with data privacy
Ensure compliance with confidentiality
Ensure compliance with internal service standards
Support training for agents
Support coaching for agents
Support quality checks for agents
How You'll Work.
Team & Collaboration
Coordinate with HR teams; Coordinate with payroll; Coordinate with benefits; Coordinate with IT; Coordinate with support functions; Align multiple stakeholders; Work with teams across regions; Work with teams across time zones; Work with teams across cultural contexts
Communication Scope
Written communication; Professional responses; Concise responses; Simplify policy information; Simplify process information
Full Job Description
* Manage day-to-day global employee chat operations through ServiceNow. * Monitor live chat queues, response times, resolution quality, and SLA performance. * Ensure employee queries are handled professionally, accurately, and in line with defined policies and processes. * Coordinate with internal teams for escalations, complex cases, or region-specific queries. * Maintain consistency in chat responses by leveraging knowledge articles, SOPs, and standard templates. * Identify recurring queries and recommend updates to knowledge content or process improvements. * Track chat volumes, trends, backlog, aging, and productivity metrics. * Support reporting and governance reviews with relevant insights and action plans. * Drive adoption of ServiceNow chat features and encourage effective usage by employees and support teams. * Ensure compliance with data privacy, confidentiality, and internal service standards. * Support training, coaching, and quality checks for agents handling employee chats. **Key additional Competencies Required** **1\. ServiceNow and Digital Case Management Expertise** * Strong understanding of ServiceNow chat, case management, assignment groups, queues, SLAs, and reporting. * Ability to monitor operational dashboards and identify gaps in service performance. **2\. Employee Experience Mindset** * Ability to provide clear, empathetic, and solution-focused responses. * Strong focus on creating a positive and consistent employee support experience globally. **3\. Communication Skills** * Excellent written communication skills with the ability to respond professionally and concisely. * Capability to simplify policy/process information for employees across different geographies. **4\. Stakeholder Management** * Ability to coordinate with HR teams, payroll, benefits, IT, and other support functions. * Skilled in managing escalations and aligning multiple stakeholders toward timely resolution. **5\. Analytical and Reporting Skills** * Ability to analyze chat
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