About the role As a professional in shared services, you have the experience and skills to ensure our Delivery Hub operations are effective, efficient, timely, and valuable for internal and external clients. You know how to interface with internal and external customers and leadership to understand needs and gain insight on shared services performance. In this role, you will provide supervised support for Help Desk tickets from employees and vendors within the response service level agreement, update tickets daily with complete notes, and ensure tickets are resolved to the customer’s satisfaction before they are closed. You’ll educate and provide policy guidance on inquiries and be responsible for other duties as directed by supervisors. Due to the nature of work performed within this facility, U.S. citizenship is required. Responsibilities Perform repetitive administrative and transactional activities as directed by the supervisor. Provide back-up to the front-line customer service representatives and support to employees and managers, including troubleshooting to analyze, isolate, and solve problems and issues. Utilize key customer care technologies such as telephony and case management to accurately capture and resolve employee and manager inquiries or determine if escalated support is required. Educate inquiring employees about tools, policies, and processes for the organization so that they are better informed on how to handle their inquiry more independently. Ensure sensitive information remains confidential and protect personal information when processing all transactions and addressing employee inquiries, in line with the organization's data privacy requirements. Ensure compliance with departmental practices and applicable local, state, and federal laws and regulations. Utilize a knowledge base to answer questions, resolve issues, and complete transactions. Join us. The world can’t wait. Requirements 1+ years of experience in a customer service and support role Experience with Microsoft Office 365, including Excel, Word, and Outlook Ability to multitask in a fast-paced team environment HS diploma or GED Nice If You Have Experience with ServiceNow Possession of excellent detail-oriented and organizational skills Benefits At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen’s benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page. Salary at Booz Allen is determined by various factors, including but not limited to location, the individual’s particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $39,600.00 to $81,000.00 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of Booz Allen’s total compensation package for employees. This posting will close within 90 days from the Posting Date. Identity Statement As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud. Candidate AI Usage Policy AI is a part of our daily work at Booz Allen, and we are committed to the responsible and ethical use of AI tools. However, we want to ensure a fair candidate process based on your own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) or other tools to assist with responses during interviews (whether in-person or virtual) is prohibited unless permission is explicitly provided. Work Model Our people-first culture prioritizes the benefits of collaboration. To support engagement and effective communication, employees working virtually are generally expected to have their cameras on during meetings. Remote: If this position is listed as remote, there may still be occasions when you are required to work in person at a Booz Allen or customer facility. Hybrid: If this position is listed as hybrid, you will be expected to work from a Booz Allen or customer facility, in alignment with your leadership's expectations and the needs of the role. Onsite: If this position is listed as onsite, work will primarily be performed full-time at a customer facility, where employees will collaborate directly with colleagues and customers as required by the role. Commitment to Non-Discrimination All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local, or international law.
