Commercial Service Desk Analyst I

Holman is a family-owned, global automotive services organization anchored by our deeply rooted core values and principles that have enabled us to continue Driving What’s Right throughout the last century. Our teams deliver the Holman Experience by treating our customers and each other as we would like to be treated, and creating positive, rewarding relationships all around.

The automotive markets Holman serves include fleet management and leasing; vehicle fabrication and upfitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States.

We are currently accepting applications for the position of Commercial Service Desk Analyst

Principal Purpose of Position:

• Works directly with customers to resolve questions and issues with support from other team members.
• Documents all inquiries to the Commercial Service Desk in FleetTrak.
• Troubleshoots basic system issues and creates diary entries that explain how to reproduce the situation and the desired new behavior.
• Follows-up on cases, keeping correspondence in diaries informative and timely.
• Generates and maintains User IDs for customer facing systems and publishes custom reports.
• Completes customer facing systems testing as needed.
• Handles basic projects (such as User ID restructuring, fleetview and dashboard master implementations, etc. affecting a small set of users) in a timely manner while keeping management informed of progress.
• Assists the Marketing department by providing screen shots of customer facing systems when requested.
• Works closely with Implementation on customer start up activities relative to our customer facing systems including creation of User IDs & Master IDs as well as providing input of User ID setups, menu selection, Dashboard layout, & FleetView setup.
• Maintains departmental knowledge base.
• Keeps management informed through monthly one on one meetings.
• Diagnose and document basic system issues using the gate process through FleetTrak.
• Performs all other duties and special projects as assigned.

Education and/or Training:

• Bachelor’s Degree and or technical school certification preferred.
• SQL Experience is required and must have working knowledge of it.
• Must have a working knowledge of Windows Operating Systems, Microsoft Outlook, Excel, Word and PowerPoint, Internet Explorer, ARI insights®, Oracle PL/SQL, Business Objects and FleetTrak.

Relevant Work Experience:

• Prior experience within a technical role on a help desk or other customer service role is required.

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#LI-REMOTE

At Holman, we exist to provide rewarding careers and better lives for employees and their families. We hire, train, empower, and reward exceptional people. Our journey is guided by our desire to get it right every time and the acknowledgement that we have an opportunity to be better. To be better, we have to do better, and to do better we must know better. That’s why we are listening, open to learning new things – about ourselves and each other. We will never stop striving for improved diversity, equity, and inclusion because we are successful together when we feel trusted and supported. It’s The Holman Way.

At Holman, your total compensation goes beyond your paycheck. To position you for success and provide a rewarding career and better life for you and your family, Holman is proud to offer you the benefits you deserve; including protection against illness, disability, loss of work, or preparation for retirement. Below is a brief overview of the programs available to full-time employees (programs may vary by country or worker type):

• Health Insurance
• Vision Insurance
• Dental Insurance
• Life and Disability Insurance
• Flexible Spending and Health Savings Accounts
• Employee Assistance Program
• 401(k) plan with Company Match
• Paid Time Off (PTO)
• Paid Holidays, Bereavement, and Jury Duty
• Paid Pregnancy/Parental leave
• Paid Military Leave
• Tuition Reimbursement

Benefits:

Regular Full-Time

We offer excellent benefits including health, vision, dental, life and disability insurance, and 401(k) with company match. Our time off benefits include Paid Time Off (PTO), paid holidays, bereavement, and jury duty. In addition, we offer paid pregnancy and parental leave, and supplemental paid military leave to eligible employees.