Usage Investigation Specialist L2

Position Summary:

The Usage Investigation Specialist L2 is a subject matter expert with the ability to speak to Resolve advanced IAAS UI escalations. They apply a problem-solving template to effect resolution. The Specialist has a pulse on partner communications and our troubleshooting methods in a defensive manner. They maintain proactive generation of knowledge-based articles, review with leadership, and propagation to the team.  The Specialist is often in communications with our internal development team working in tandem to dissolve hotspot Arrears-usage scenarios. They are a point of escalation for both technical and high conflict scenarios. The Specialist institutes a balance between their own work and the work of their teammates. They are highly present and interactive in Teams chats, holding themselves and others accountable for a standard of excellence acting as a project manager facilitating for their team whenever possible. The Specialist continually bolsters their own agency, turns that towards the team, and gives others the tools for success and the template on how to use them.

Essential Responsibilities:

• Resolve advanced IAAS UI escalations

• Assist in fine tuning the team’s workflow and ensure team is updated with latest resources and knowledge 

• Review knowledge-based articles generated by L1s and set best practices for KB creation 

• Develop higher level communication skills to clarify internal/external interactions and resolution application  

• Handle project management and pulse checks

• Advoc8 and speak to leadership on behalf of the team to both recognize and follow-up with best practices and productive solutions to where pain-points are present 

Ideal Skills, Experience, and Competencies:

• At least one (1) to three (3) years of relevant experience

• Significant knowledge of 3-4 vendors  

• Deep understanding of Azure Cost Manager (ACM), Amazon Web Services (AWS), and/or cost filtration methods to determine month over month billing trends  

• Comprehension of arrears-based billing models   

• Ability to successfully take accountability for escalations and deescalate where appropriate  

• Maintain traction and clear communications with our internal development team and/or the vendor as required  

• Extremely organized and coherent documentation present in ticket workflow  

• Willingness to pivot responsibilities to facilitate larger organizational needs in alignment with our department’s scope

• Willingness to engage in relevant leadership training and development provided by Pax8

• Ability to take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm

• Ability to make good and timely decisions that keep the organization moving forward

• Ability to use a combination of feedback and reflections to gain productive insight into personal strengths and weaknesses

• Ability to relate openly and comfortably with diverse groups of people

• Ability to know the most effective and efficient processes to get things done, with a focus on continuous improvement

Required Education & Certifications:

• B.A./B.S. in related field or equivalent work experience

• 2-3 related certifications preferred

Compensation:

• Qualified candidates can expect a compensation range of $57,000 to $71,000 or more depending on experience.

Expected Closing Date: 11/1/24

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