Ticket Operations Associate Jobs in Seattle, WA (NOW HIRING)

The mission of the Allen Institute is to unlock the complexities of bioscience and advance our knowledge to improve human health. Using an open science, multi-scale, team-oriented approach, the Allen Institute focuses on accelerating foundational research, developing standards and models, and cultivating new ideas to make a broad, transformational impact on science.

The mission of the Allen Institute administration team is to provide support and structure to the scientific divisions. Coinciding with the team science approach, administration helps facilitate team learning and the overall mission of the institute.

The Service Desk Administrative Coordinator II in Facilities and Operations provides customer support by responding to and dispatching facility service requests. The ideal candidate will have basic knowledge of facility services and will work closely with departmental managers and key contributors to respond to end user requests and problems. Common service requests include but not limited to building maintenance/repairs, employee on/off boarding and event resource support. The position requires exceptional communication and organizational skills, the ability to manage several demanding facilities actions concurrently, and motivation to support continuous process improvement within the Facility Operations team.

The Allen Institute believes that team science significantly benefits from the participation of diverse voices, experiences, and backgrounds. High-quality science can only be produced when it includes different perspectives. We are committed to increasing diversity across every team and encourage people from all backgrounds to apply for this role.

• Intake, respond, coordinate resources for Meeting and Events
• Perform weekly review of upcoming activities and ensure accuracy
• Intake, respond, and dispatch service requests from our ticket system, ServiceNow
• Ensure recurring facilities operations tasks are dispatched
• Coordinate and collaborate with facility managers and key contributors to ensure one off and recurring work orders are processed in a timely manner
• Coordinate work orders for low and medium complexity projects with facility managers and key contributors
• Keep customers informed of progress related to their service requests
• Perform monthly analytics on key performance indicators (KPIs) using data captured by ServiceNow
• Interface with onsite service providers providing feedback and escalating concerns to leadership.
• Facilitate and implement ongoing processes improvements within ServiceNow
• Participate in continuous improvement as a subject matter expert and provide solutions and recommendations to issues
• Train new employees on Service Desk processes and procedures

• High School Diploma or equivalent
• Minimum 1 year related experience in a customer service role
• Proficient in the use of Microsoft Office 365 products

• 2-year associate degree in administrative support or project coordination related field
• Three years' experience in a customer service role
• Experience in a facility operations role in scientific, manufacturing, healthcare, or similar complex environment
• Knowledge of customer service management software
• Self-starters who can achieve results with minimal supervision and oversight
• Must be able to work productively with diverse populations and all levels of personnel

• Mostly general office
• Occasional lab spaces
• May include wearing personnel protective equipment (PPE)
• Occasional warehouse spaces

• Occasional lifting up to 30 pounds
• Fine motor movements in fingers/hands to operate computers and other office equipment.
• Stooping, bending, crouching

• This is an essential job and expected to report for work regardless of weather and/or other conditions
• Occasional evening and weekend hours required
• This role is currently able to work both remotely and onsite in a hybrid work environment. We are a Washington State employer, and the primary work location for all Allen Institute employees is 615 Westlake Ave N.; any remote work must be performed in Washington State.

• $54,250 - $66,450*

* Final salary depends on the required education for the role, experience, level of skills relevant to the role, and work location, where applicable.

Employees (and their families) are eligible to enroll in benefits per eligibility rules outlined in the Allen Institute's Benefits Guide. These benefits include medical, dental, vision, and basic life insurance. Employees are also eligible to enroll in the Allen Institute's 401k plan. Paid time off is also available as outlined in the Allen Institutes Benefits Guide.

It is the policy of the Allen Institute to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, the Allen Institute will provide reasonable accommodations for qualified individuals with disabilities.