Service Desk Analyst II

| Chicago
We are Relativity. A market-leading, global tech company that equips legal professionals with a powerful platform to organize data, discover the truth, and act on it. The U.S. Department of Justice, 198 of top 200 U.S. law firms, and more than 70 Fortune 100 companies are among our customers who trust Relativity during litigation, internal investigations, and compliance projects.
 
Our SaaS product, RelativityOne, has become the fastest-growing product in the company's history and we have consistently been named a great workplace. As we grow, we continue to seek individuals that will bring their whole self to our team atmosphere.
 
Join us in the transformation of the legal industry and play a pivotal role in shaping the future of the practice of law and beyond.
The Service Desk Analyst II is the first point of contact for Relativity employees contacting the IT Service Desk. This individual will provide level 1 support by monitoring input channels and handling the resulting incidents, service requests, and knowledge questions. The Service Desk team works under steady direction of managers and senior team members using established incident/problem management and request fulfillment processes using the ITIL and other frameworks and methodologies.

Role Responsibilities

  • Resolves requests or incidents, and answers questions within SLAs while providing the highest level of customer service
  • Follows company established approval processes for access to applications, including the understanding of licensing to software
  • Contributes to knowledgebase according to standards set by ITSM team
  • Proactively manages level 1 backlog to meet and exceed customer service levels
  • Proactively recommends solutions, processes, and capabilities that will improve the user experience, enable user productivity, optimize or automate processes
  • Ensures complex requests are escalated to proper squads
  • Ensures all work is thoroughly documented in the appropriate format (tickets, knowledgebase, etc.)
  • Shares in core Service Desk responsibilities which include: monitoring all channels for IT incident, request or knowledge tickets, familiarity with contents of the IT Service Portfolio, ability to categorize, prioritize, troubleshoot, resolve or escalate all non-Salesforce tickets, follow ticket closing process for all tickets, perform communication and documentation tasks as required for Major Incidents, keep current on ITIL and other utilized service related frameworks/methodologies, and give input as to general team process improvements and automation.

Minimum Qualifications

  • Associate degree in related discipline (Computer Science/Engineering preferred)
  • Minimum 2 years of customer-facing experience, preferably in a Service Desk role within an 800+ employee environment
  • General knowledge in 2 or more of the following: Desktop Support Technology, Cloud based application support and usage, Salesforce, JIRA, Confluence, Workday, infrastructure, networking, project management, or BA or in-depth knowledge in one of these areas
  • General Desktop software knowledge - Microsoft Office, modern browsers, hardware, software, and networking concepts
  • General employee productivity software/tool knowledge - Lucidchart, Surface Hub
  • Proven customer focus and service skills with an enthusiasm for technology
  • Ability to be effective in a fast-paced, changing environment managing multiple priorities
  • Excellent written/verbal communication, technical documentation and problem-solving skills
  • Self-motivated achiever with an excellent attention to detail
  • Great Interpersonal and teamwork skills
  • Ability to work independently and as part of a team

Preferred Qualifications

  • Previous experience using a Service Management system
  • ITIL Foundation Certification as well as 1 or more of the following certifications: ITIL Intermediate Lifecycle, ITIL Capability modules, ITIL Practitioner Certifications, Other frameworks like Six Sigma for Service
  • General Operating Systems knowledge - Windows 10, OS X, iOS, Android 

At Relativity, we live our core values and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service. We seek professionals that will bring their authentic and unique experiences to our teams.
 
We understand career choices are a big decision, and we thank you for considering Relativity.
 
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • ScalaLanguages
    • AzureLanguages
    • ChefLanguages
    • PowershellLanguages
    • JenkinsLanguages
    • Node.jsFrameworks
    • MySQLDatabases

Location

We’re a community of passionate, life-long learners tackling challenging problems. We care about each other and about our community.

An Insider's view of Relativity

How does your team reward individual success?

Rewarding success is one of my favorite parts of my role. Formally through annual bonus plans, thank you notes in our HR system and of course through promotions. I also like to submit nominations to be recognized at company meetings and spotlights in department newsletters. We move fast at Relativity it’s nice to slow down and just say thanks!

Jessica

Operations Manager, Customer Success and Support

How do you collaborate with other teams in the company?

On the Certification team, I develop exams and study content for our end users. To ensure that our exams are valid, I work with almost every team embracing their expertise and industry knowledge into the development process. It takes continuous interdepartmental collaboration to keep exam content accurate as the Relativity platform evolves.

Sean

Certification Specialist

How has your career grown since starting at the company?

As an Application Support Specialist, I have increased my technical knowledge in SQL database management, Network Administration, and Server Infrastructure. Prior to coming to Relativity, I had zero knowledge of e-Discovery, and now provide On-site training to our clients teaching them about the various e-Discovery tools Relativity has to offer.

Kamal

Application Specialist II

What are some social events your company does?

Our annual user conference, Relativity Fest, is such a tremendous opportunity to get one on one face time with our partners. Fest draws 2,000 platform users and practitioners from all different facets of the industry and being able to connect with them and hear their stories is extremely powerful.

Michael

Platform Account Manager

What are Relativity Perks + Benefits

Relativity Benefits Overview

We have a great selection of benefits from very competitive insurance plans to fun office perks!

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Bonuses are based on a combination of how the company performs as well as how the individual performs.
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Everyone starts with 18 days of PTO, plus 11 paid holidays every year. Our office is also closed between Christmas and New Years, which does not take away from your PTO balance.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Tax-free transportation opportunities.
Company Outings
We have our annual Summer Jam (picnic that includes friends and family), our User Conference - RelativityFest, and a holiday party each year.
Game Room
Our Cafe houses ping-pong, foosball, and a variety of arcade games - including Killer Queen (a multi-player game that is one of few in the country).
Stocked Kitchen
We have tea, coffee (including fancy espresso machines), a variety of LaCroix, soda, and many other things. We also have fresh fruit delivered twice a week in our pantry areas.
Some Meals Provided
Meals are often provided during morning or afternoon training sessions. There is also always plenty of leftover food from such meetings that employees can dive into after the attendees are finished.
Happy Hours
Different for each team, but always a great time!
Recreational Clubs
RelWOW (Relativity Women of the Workplace), Several Intramural Sports Teams (kickball, softball, volleyball, etc.), Vertikal (climbing group), Working Moms Group, Queeries, and several more.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
All full-time employees (non-contract) receive $3,000/year to pursue professional development opportunities.
Diversity Program

Additional Perks + Benefits

We also offer a Divvy bike share discount, have Fooda discounts in the office, and offer DRYV Laundry Service for those who have workout clothes that need washing!

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