Call Management Support Specialist

Job Summary

A company is looking for a Call Management Support Specialist to join their End-to-End Systems Management Center team.

Key Responsibilities

• Operate and maintain Integrated Call Management System (ICMS) functions and ensure inbound calls are recorded
• Generate and maintain call detail records, monthly statistics, and ad-hoc reports on call activity
• Support ServiceNow workflows, manage user accounts, and collaborate with administrators on ITSM processes

Required Qualifications

• 2+ years of experience in call center operations, ITSM support, or telephony systems administration
• Hands-on experience with VoIP, PBX systems, and call routing technologies
• Proficiency using ServiceNow or similar ITSM tools for incident management
• Comfortable working in a fast-paced, mission-critical support environment with 24/7 operations
• Ability to work with clients to understand their needs and provide effective solutions