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Service Desk Intern

Service Desk Intern

About Benefitfocus:
Benefitfocus, Inc. (NASDAQ: BNFT) is a leading provider of cloud-based benefits software solutions for consumers, employers, insurance carriers and brokers. Benefitfocus has served numerous consumers on its platform that consists of an integrated portfolio of products and services enabling clients to shop, enroll, manage, and exchange benefits information more efficiently. With a user-friendly interface and consumer-centric design, the Benefitfocus Platform provides one place for consumers to access all their benefits. Benefitfocus solutions support the administration of all types of benefits including core medical, dental, and other voluntary benefits plans as well as wellness programs. 

Job Description:
Benefitfocus is looking for a Service Desk Intern to join the SRE team focusing on Operations Management for our Summer 2022 Internship Program. In this role, you will be exposed to many different aspects of the business as the Service Desk provides tactical support to operational teams through Incident & Problem Management. Your job will help enhance operations to ensure we meet targets for platform delivery and stability. 

• Support enhancements to the Root Cause Analysis (RCA) business process.
o Utilize qualitative and quantitative data to help develop a standard report to inform executive business decisions.
o Employ standard methodology, (e.g., 5 Whys), to support the process for determining root cause.
• Support enhancements to Problem Management.
o Drive preventative actions and assist technical teams in addressing topics found in the RCA process.
o Learn about Site Reliability Engineering (SRE) best practices.
• Support on-call process and management
o Assist with proper adoption of PagerDuty technology with on-call resources/teams.
• Support Service Desk as needed.
o Learn level 1 technical triage of application issues.
o Support test environment deployments.

Experience & Skills:
• Current undergraduate or graduate student with career ambitions in the following fields: technical, management, or communication studies.
• Minimum GPA of 3.0
• Self-motivated and resourceful.
• Ability to drive operational issues and encourage teams to achieve successful outcomes.
• Strong organization & communication skills.