Support Agent

Description

RTS (Real Time Support) Analyst

About the role: An RTS Analyst is responsible for day-to-day RTS operations including triaging and processing escalations and access requests submitted by the business through ServiceNow, reviewing, analyzing, processing and driving escalations to resolution, carrying out daily control checks and monitoring of financial services data. The RTS Agent performs an important function in ensuring issues and requests, that can have critical business impacts, get resolved in a timely and correct manner.

Responsibilities:

ServiceNow Ticketing Intake Handling & Management: Monitor ticket escalation queue and take ownership of submitted tickets. Review, analyze, process and route tickets to correct engineering team when needed. Ensure ticket is properly prioritized and contains the pertinent information. Manage any owned ticket from initial submission to resolution. Ensure ticket is updated within designated timelines and contains all necessary information. correct priority, owner assignment, frequent updates, proper key words used, ensure ticket is assigned to correct group/individual and is in the correct state.

Onboarding: Process onboarding requests and ensuring proper procedures are followed and approvals are provided

Regular Financial Data Checks: Conduct regular checks and monitoring of financial services data. Escalate abnormalities or data discrepancies to appropriate team or contact. Checks are conducted 7 days a week.

Collaborate with Engineering & Business Stakeholders: Work and connect with various stake holders and other teams to push resolution or get clarification on issues

Regular Occurring Meetings & Troubleshooting Sessions: Attend, host and prepare material for regular occurring meetings. Schedule, host and prepare, as needed, for trouble shooting sessions with engineering.

Back Office Support: Assist in reviewing and quality checking tasks as a part of the Back Office Support team, as needed.

Business Validation Testing & Miscellaneous Projects: Participate in business validation testing and various projects, as needed.

Qualifications:

Excellent time Management skills

Great attention to detail

Former experience in a help desk environment

Experience with ServiceNow

Proactiveness

Ability to work and communicate with multiple audiences and teams

Strong trouble shooting skills

Ability to learn complex system ecosystems

Work Environment

5x a week on site

Shift is 11 AM CST - 8 PM CST.

Some weekend work required. This person would part of a rotation.

3-hour shift on Saturdays every 3 weeks. Allowed to take those 3 hours off during the work week in lieu.

No week should exceed a total of 40 hours of work.

Additional Skills & Qualifications

Soft skills are very important. Looking for:

Someone who is willing to be flexible and nimble - not every day will look the same.

Ability to be assertive but nice - they'll be working with lots of different personalities.

Attention to detail.

Resourcefulness - really need someone who looks for a solution before asking leads for answers.

Job Type & Location

This is a Contract position based out of Austin, TX.

The pay range for this position is $30.00 - $30.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

This is a Contract position based out of Austin, TX.

This position is anticipated to close on Oct 23, 2026.

This is a fully onsite position in Austin,TX.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.