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Service Desk Analyst II

Cox Automotive

Sacramento, CA
Job Code:
Cox Automotive
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Job Details

Company Cox Automotive
Title: Service Desk Analyst II
JobID: 1713186
Category: Information Technology
Industry: Cox Automotive
Job Type: Full-time


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 software

  • 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

Organization: Cox Automotive

Primary Location: US-CA-Sacramento-9750 Goethe Rd

Employee Status: Regular

Job Level: Individual Contributor

Shift: Day Job

Travel: No

Schedule: Full-time

Unposting Date: Ongoing
Apply on the Company Site
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