The Senior Service Desk Analyst role is to provide front-line technical support for a large enterprise IT environment. You will answer and resolve 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

Required Qualifications

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.

We are committed to pay equity and transparency. The compensation range for this position represents our good faith estimate of the range we reasonably expect to pay for this role at the time of posting. The actual compensation offered will be determined based on factors such as the candidate’s experience, skills, education, work location, and internal equity.

In addition to hourly pay, employees may be eligible for discretionary bonuses, commissions, or other incentive programs, as well as a comprehensive benefits package that includes medical, dental, vision, 401(k), paid time off, etc.

Estimated hourly Compensation Range:

$35—$50 USD

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.

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.

ADA Specifications: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

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

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