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

About the role

The Senior Service Desk Analyst role provides front-line technical support for a large enterprise IT environment, answering and resolving incoming service desk contacts (voice and digital) using Amazon Connect and Salesforce Service Cloud Voice, following ITIL-aligned processes for incident, request, and escalation management.

Responsibilities

• Answer, triage, and resolve service desk tickets and calls for an enterprise user base
• Use Amazon Connect and Salesforce Service Cloud Voice to manage contacts, cases, and call workflows
• Document incidents and requests accurately; escalate per defined ITSM procedures
• Meet service-level targets for response, resolution, and customer satisfaction
• Contribute to knowledge base articles and continuous improvement of support processes

Requirements

• 2+ years of full-time experience providing ITSM technical support on a service desk for an enterprise IT organization of at least 5,000 end users
• 1+ year of experience using Amazon Connect and Salesforce Service Cloud Voice as a service desk tool
• Current ITIL certification (validation link or certificate copy required)
• Ability to provide verifiable professional references for each qualifying experience

Preferred

• Experience supporting public sector / government programs
• Additional certifications (HDI, CompTIA A+, Salesforce certifications)
• Experience with knowledge management and AI-assisted agent tooling

Location Requirements

This role is a remote role. To be considered for this position, candidates must reside in one of the following U.S. states: AR, AZ, CA, CO, CT, DE, FL, GA, IA, ID, IL, IN, KS, MA, MD, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OK, OR, PA, TN, TX, VA, WI, and Washington DC. Candidates residing outside these states are not currently eligible for consideration. Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa currently.

About FormativGroup

FormativGroup operates within the critical middle layer of business technology, where applications and systems connect infrastructure to business processes. We are specialists who help the middle market take full advantage of their technology investments with deep, industry-centric expertise, all in one place, to unify fragmented systems. With deep technical expertise across cloud architecture, system integration, AI, and data strategy, we bridge the gap between business goals and modern platforms.

Equal Opportunity Employer

FormativGroup is an equal opportunity employer providing opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.