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Job Details

Service Desk Analyst II

Company name
Cox Automotive, Inc.

Sacramento, CA

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Service Desk Analyst II','1713186','','Dealertrack','!*!Summary:The Service Desk Analyst  supports external and internal customers to resolve issues with CMS applications. Support is provided via phone, e-mail and other means. 

Essential job functions:

Provide Tier 1 support to internal and external customers for CMS software applications. Identify, analyze, solve and document issues.

Identify and escalate issues to Tier 2 support resources as necessary.

Utilize trouble ticket system to create, update status and close incidents. Monitor system for new incidents and ensure proper assignment of support resources.

Resolve issues with client & state file processing errors

Assist and educate users in correct utilization of CMS software applications

Communicate with stakeholders about status of issues, proposed resolution and timelines

Assist with new client onboarding process

Create and update process documentation as necessary

Apply all applicable security, audit, regulator and change management policies and procedures to all work 

Manage multiple tasks and work according to criticality and prioritization to meet departmental and client SLA requirements

Participate in required metrics data gathering and reporting','','','!*!Required Knowledge and skills

 Proficiency resolving end user software application, PC and web browser errors

Knowledge of Windows, Web applications and relational databases

Strong analytical and critical thinking skills

Good organization skills; ability to prioritize multiple activities and objectives in a rapidly changing environment

Strong written and verbal communication skills

Experience using MS Office Suite including Word, Excel, PowerPoint, etc.

Experience using trouble ticketing softwareEducation: 

High School Diploma or Equivalent 


1 years experience

','!*!About Cox Automotive

Cox Automotive is transforming the way the world buys, sells and owns cars with industry-leading digital marketing, retail, financial and wholesale solutions for consumers, dealers, manufacturers and the overall automotive ecosystem worldwide. The Cox Automotive family includes Autotrader®,®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, vAuto®, VinSolutions®, Xtime®, incadea® and a host of other brands. With a complete and connected view of the automotive ecosystem, Cox Automotive is a global company connecting people, cars and capabilities with services that link the automotive value chain. Cox Automotive is a subsidiary of Cox Enterprises. For more information about Cox Automotive, visit ','Cox Automotive','US-CA-Sacramento-9750 Goethe Rd','','Regular','Individual Contributor','Day Job','9:30 - 6:00','No','Full-time','Ongoing','Service Desk Analyst II

Company info

Cox Automotive, Inc.
Website :

Company Profile
Cox Automotive is a leading provider of products and services that span the automotive ecosystem worldwide. We’ve built the strongest portfolio in the industry with more than 20 brands that together provide end-to-end digital marketing, wholesale and commerce solutions for customers large and small. Our goal is to simplify the trusted exchange of vehicles and maximize value for dealers, manufacturers and car shoppers.

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