ServiceNow Operations Specialist

We’re defining what it means to build and deliver the most extraordinary sports and entertainment experiences. Our global team is trailblazing new markets, developing cutting-edge products, and shaping the future of responsible gaming.

Here, “impossible” isn’t part of our vocabulary. You’ll face some of the toughest but most rewarding challenges of your career. They’re worth it. Channeling your inner grit will accelerate your growth, help us win as a team, and create unforgettable moments for our customers.

The Crown Is Yours

As a ServiceNow Operations Specialist, you’ll be responsible for configuring ServiceNow to optimize Customer Support Management operations and enhance overall associate and player experience. You will leverage your experience along with passion for customers and employees to help ensure customer interactions are routing correctly and efficiently. We are innovators in the entertainment industry and we want you to help us further our mission of bringing sports fans closer to the games they love.

What you’ll do as a ServiceNow Operations Associate

• Configure the ServiceNow CSM environment by designing, implementing, and optimizing complex ServiceNow workflows responsible for ticket routing, skilling assignments, and improving the user and player experience.

• Troubleshoot and resolve defects and routing errors.

• Manage and implement new enhancement requests from business partners.

• Ensure all activities follow a rigorous project management structure, including identifying impacted areas, requirement documentation, prod/non-prod testing, and communications.

• Conduct ongoing analysis, assessment and review of business performance, processes and initiatives.

• Contribute to various operational activities (e.g. report production, system queries, process mapping, tracking, analysis and procedural support, premises, onboarding).

• Oversee the quality assurance of routing logic and provide mentorship to junior team members.
   

What you'll bring

• Bachelor’s degree in a related field or equivalent education and work experience.

• 3-5 years experience working as a ServiceNow administrator or similar software. (ServiceNow Certification (CSA & CIS-CSM and/or CAD) strongly preferred)

• Self-motivated with strong organizational and communication skills, able to prioritize and multitask.

• Strong problem-solving skills and the ability to troubleshoot issues. 

• Experienced in conducting standard reporting, analysis and operational support.

• Flexible working hours.

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Join Our Team

We’re a publicly traded (NASDAQ: DKNG) technology company headquartered in Boston. As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment. Don’t worry, we’ll guide you through the process if this is relevant to your role.