Workplace Services Specialist

We are seeking a detail‑oriented and customer‑focused Workplace Services Specialist to support service desk operations in our St. Louis location. In addition to managing day‑to‑day service desk requests, this analyst-type role will support special administrative projects and play a key role in documenting and improving operational processes. The ideal candidate is highly organized, administratively driven, and has experience creating, maintaining, and improving process documentation. This role is well‑suited for someone who enjoys bringing structure to operations, managing multiple priorities, and supporting continuous improvement initiatives. Key Responsibilities Monitor, triage, and manage incoming service desk requests through ServiceNow Provide first‑level support and coordinate resolution of service requests and incidents Ensure requests are prioritized appropriately and resolved within established SLAs Escalate issues when necessary and follow through to completion Deliver a consistent, professional, and customer‑focused support experience Support and participate in special projects related to service delivery, operations, and administrative initiatives Assist with data collection, reporting, and tracking for ongoing and ad hoc projects Support administrative coordination, scheduling, and cross‑functional communication Help identify inefficiencies and recommend improvements to service desk and administrative workflows Document service desk and administrative processes, workflows, and standard operating procedures (SOPs) Create and maintain clear, accurate, and user‑friendly documentation and knowledge base content Ensure documentation is kept current and aligned with operational changes Identify recurring issues and support process improvement efforts through documentation and process updates Track service desk metrics such as ticket volume, resolution time, and SLA performance Support preparation of reports and summaries for leadership and stakeholders Use operational data to identify trends and opportunities for improvement Required Qualifications Associate’s or Bachelor’s degree in Business, Information Systems, Operations, or a related field (or equivalent experience) 1–3 years of experience in a service desk, operations, or administrative support role Experience working with ticketing or service management systems (e.g., ServiceNow, Jira, Zendesk, or similar) Demonstrated experience with process documentation, SOP creation, or workflow mapping Strong administrative, organizational, and documentation skills Excellent written and verbal communication skills Ability to manage multiple requests and projects in a fast‑paced environment Preferred Qualifications Experience supporting Workplace Services, Facilities, and/or Operations teams Familiarity with service desk metrics, SLAs, and reporting Experience contributing to knowledge bases or internal documentation repositories Proficiency in Microsoft Office (Excel, Outlook, Teams) This position is a non‑exempt position. The annualized base pay range for this role is expected to be between $60,000-$70,000 base salary compensation range. Actual base pay may vary based on factors including, but not limited to, experience, subject matter expertise, geographic location where work will be performed, and the applicant’s skill set. The base pay is just one component of the total compensation package. Other rewards may include an annual cash bonus and a comprehensive benefits package, including but not limited to medical, dental, vision, life insurance, and 401(k). Please note that the job title may change based on the selected candidate’s experience and education. Focus is an equal opportunity employer and bases its employment decisions on the employee or candidate’s skillset, and without regard to an employee or candidate’s race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by local, state and/or federal law. Focus complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact View email address on talent.com. #J-18808-Ljbffr