[Remote] Senior Service Desk Analyst - ITIL Certified, Salesforce Voice, Amazon Connect exp

Note: The job is a remote job and is open to candidates in USA. FormativGroup is a company specializing in connecting business technology with infrastructure and processes. They are seeking a Senior Service Desk Analyst to provide front-line technical support in a large enterprise IT environment, utilizing Amazon Connect and Salesforce Service Cloud Voice, while adhering to ITIL processes.ResponsibilitiesAnswer, triage, and resolve service desk tickets and calls for an enterprise user baseUse Amazon Connect and Salesforce Service Cloud Voice to manage contacts, cases, and call workflowsDocument incidents and requests accurately; escalate per defined ITSM proceduresMeet service-level targets for response, resolution, and customer satisfactionContribute to knowledge base articles and continuous improvement of support processesSkills2+ years of full-time experience providing ITSM technical support on a service desk for an enterprise IT organization of at least 5,000 end users1+ year of experience using Amazon Connect and Salesforce Service Cloud Voice as a service desk toolCurrent ITIL certification (validation link or certificate copy required)Ability to provide verifiable professional references for each qualifying experienceExperience supporting public sector / government programsAdditional certifications (HDI, CompTIA A+, Salesforce certifications)Experience with knowledge management and AI-assisted agent toolingBenefitsDiscretionary bonuses, commissions, or other incentive programsA comprehensive benefits package that includes medical, dental, vision, 401(k), paid time off, etc.Company OverviewFormativGroup is an IT services and consulting firm that helps companies build application solutions and establish dynamic workflows. It was founded in undefined, and is headquartered in White Plains, New York, USA, with a workforce of 51-200 employees. Its website is https://formativgroup.io.