Sr. Operational Help Desk Rep
Core
Provide Level 1 support for the ASPEN pension system, ensuring Accounting staff have tools and knowledge to perform their work, while managing data feeds and system health.
Role type
Senior Help Desk Representative (Pension System Support)
Builds
ASPEN system functionalities, data bridges, and incoming/outgoing data feeds for Accounting
Domain
Public sector pension administration and financial data systems
Required skills
Level 1 support, ServiceNow, Azure DevOps, RBAC management, process monitoring, training delivery, stakeholder communication, issue triage, UAT coordination
Preferred skills
Agile methodology, change management, cross-functional collaboration, continuous process improvement
Technologies
ServiceNow, Azure DevOps (ADO), ASPEN, UPS
Responsibilities
Provide direct level 1 support for functionality and data issues; Coordinate with OCM, PMO, and IT/vendors to define business needs; Monitor and report on Accounting business process health; Identify and design training materials for end users; Collaborate with process owners to assess business impact and define interim solutions; Track and communicate status of enhancements and defects to leadership.
