Functional Support Analyst Intern
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What you'll do
- Receive calls from a central call center and log tickets into the CAI ticketing system, ServiceNow
- Extract ticket data from ServiceNow and analyze data to identify patterns and trends
- Determine ticket priority based on the user's description of the issue
- Assist with Level 1 support for eLearning support calls
- Develop job aid documentation as needed
- Escalate issues to team leads when issues extend beyond Level 1 support
- Work within documented Service Level Agreement parameters
- Learn and utilize new tools and technologies that support the team
What they're looking for
- Current Junior enrolled in a college degree program in Computer Science, Information Systems, or a related field
- Current Junior with a 3.5 GPA or higher
- Excellent analytical and problem-solving skills
- Ability to follow process and procedure documentation
- Experience with Windows 10 and/or Windows 11
- Excellent verbal and written communication skills, including professional phone etiquette
- Ability to multitask and prioritize work effectively
- Ability to work independently with minimal supervision
Nice to have
- Experience with Microsoft Office 365 applications, including Word, Excel, OneNote, PowerPoint, Visio, and Teams
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Req number:
R8422Employment type:
Full timeWorksite flexibility:
RemoteWho we are
CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.
Job Summary
As Functional Support Analyst Intern, you will support the Payroll portal and get exposed to Oracle ERP specifically (HR and Payroll) modules which interface with portal and provide customer service. This Functional Support Analyst Intern will also be assisting team with supporting the LMS – Learning Management System/ eLearning and provide customer service.Job Description
We are looking for a Functional Support Analyst Intern to gain hands-on experience supporting the Payroll Portal, Oracle ERP HR and Payroll modules, and Learning Management System (LMS) platforms while delivering exceptional customer service. This role offers high client visibility and the opportunity to develop functional support, troubleshooting, and customer-facing skills in an enterprise environment. This role is a full-time internship and is remote. The internship dates are June 7, 2027 through August 6, 2027. This internship is a full-time opportunity requiring a commitment of 40 hours per week. Candidates must be available during core business hours for the entire 9-week duration of the program. Please note that all work must be performed within the United States. This position does not offer employment sponsorship. All candidates must be eligible to work without need for sponsorship by employer.
What You'll Do
Receive calls from a central call center and log tickets into the CAI ticketing system, ServiceNow
Extract ticket data from ServiceNow and analyze data to identify patterns and trends
Determine ticket priority based on the user's description of the issue
Assist with Level 1 support for eLearning support calls
Develop job aid documentation as needed
Escalate issues to team leads when issues extend beyond Level 1 support
Work within documented Service Level Agreement parameters
Learn and utilize new tools and technologies that support the team
What You'll Need
Required:
Current Junior enrolled in a college degree program in Computer Science, Information Systems, or a related field
Current Junior with a 3.5 GPA or higher
Excellent analytical and problem-solving skills
Ability to follow process and procedure documentation
Experience with Windows 10 and/or Windows 11
Excellent verbal and written communication skills, including professional phone etiquette
Ability to multitask and prioritize work effectively
Ability to work independently with minimal supervision
Preferred:
Experience with Microsoft Office 365 applications, including Word, Excel, OneNote, PowerPoint, Visio, and Teams
Physical Demands
Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor
EEO Statement
CAI is committed to equal employment opportunity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or veteran status. All employment decisions are based on valid job requirements, including hiring, promotion, and compensation. Harassment and retaliation are prohibited.
#DNP
Reasonable accommodation statement
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.
EEO Statement
It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.
Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.
The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.
Company
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