Hiring: Service Experience Specialist Job Company: Armstrong World Industries Location: Lancaster, PA Job Posted Time: 2026-09-13 10:35:47 Employment Type: Full-time Target Skills & Keywords : ServiceNow About the job Experience: •1-3 years of experience in IT support, Service Desk, or contact center operations. •3 years of experience in IT support, Service Desk, or contact center operations. Required Skills: •Provide a high level of customer service in resolving customer issues and/or requests. •Evaluate documented resolutions and analyze trends for ways to prevent future problems. •Alert management to emerging trends in incidents. •Assist in software releases, rollouts, and communications to end users. •Operational Management •Provide Service Ownership support for key service areas, serving as primary and/or backup support for full governance of service areas. This role requires independent decision-making and ownership of services. •Field incoming requests to the Service Desk through all available channels, including telephone, chat, self-service, and email, ensuring courteous, timely, and effective resolution of end-user needs. •Document all pertinent end-user identification information, including name, department, contact information, and nature of the problem or issue, within the ticketing system. Qualifications: •What Makes You Stand Out •Certificates, Licenses, Registrations : ex: ITIL Foundation certification, HDI Support Center Analyst certification, ServiceNow Certified System Administrator •Technical Expertise: Experience with ITSM tools •Service Desk Software Knowledge: Familiarity with ServiceNow or similar ITSM platforms Compensation: •$56,000 - $59,000 / year Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!