Macmillan Publishers is a global trade book publishing company with prominent imprints around the world, publishing a broad range of award-winning books for children and adults in all categories and formats. Macmillan Publishers is committed to our authors, our employees, and to the environment.
U.S. publishers include Celadon Books, Farrar, Straus and Giroux, Flatiron Books, Henry Holt & Company, Macmillan Audio, Macmillan Children's Publishing Group, St. Martin's Press and Tor Books. In the UK, Australia, India, and South Africa, Macmillan publishes under the Pan Macmillan name. The German company, Holtzbrinck Deutsche Buchverlage, includes among its imprints S. Fischer, Kiepenheuer and Witsch, Rowohlt, and Droemer Knaur.
Macmillan Publishers is a division of the Holtzbrinck Publishing Group, a large family-owned media company headquartered in Stuttgart, Germany.
We are an Equal Opportunity Employer committed to reflecting a broad representation of differences --race, ethnicity, religion, sex, sexual orientation, gender identity/expression, physical ability, age, family status, economic background and status, geographical background and status, and perspective in our workplace. The successful candidate for this position will be an employee of Holtzbrinck Publishers, LLC.Requirements
This purpose of this position is to act as the IT liaison between Human Resources and the Service Desk department. This is a unique, important position within the Service Desk. The position is vital to the onboarding process for new employees and the termination process for employees being off-boarded. The position is challenging because it will require working with multiple departments across both Macmillan Trade and Macmillan Learning.
Ensuring all SLA levels are being met and maintained for all tasks related to the onboarding/off-boarding processes.
Train and provide guidance to onsite desktop technicians in relation to onboarding and off-boarding processes.
Work with Service Desk staff to make sure automated task sequences are replicated in ticketing system (ServiceNOW)
Documentation creating and maintaining detailed documentation related to onboarding/off-boarding processes.
Process Improvement-- always looking for ways to improve service delivery methodology.
Coordinating with Application owners and SME's
Required Skills / Knowledge:
Windows 10 Support
ServiceNOW ITSM (Or other ITSM Solution)
Microsoft Office (Excel)
1-2 years of onsite support
Experience using any ITSM ticket system
Desktop Support Experience Desired
Educational Background Required: