Incident & Request Management

• Create, update, manage, and resolve Incident and Request records within ServiceNow in accordance with ITIL best practices.
• Document troubleshooting activities, resolution steps, and customer communications accurately and thoroughly.
• Monitor and manage ticket queues to ensure compliance with established service level agreements (SLAs).
• Escalate issues to appropriate Tier 2 or Tier 3 support teams when additional expertise or access is required.
• Ensure all incidents and requests are categorized, prioritized, and routed appropriately.

Knowledge Management & Continuous Improvement

• Contribute to the creation and maintenance of knowledge base articles, procedures, and support documentation.
• Identify opportunities to improve processes, automation, and self-service capabilities.
• Participate in ongoing technical and professional development activities, including role-related certifications and training.

Shift Operations & Team Collaboration

• Participate in rotational support coordination activities during high-volume periods and major incidents.
• Collaborate effectively with team members, supervisors, and end users across multiple regions and cultures.
• Support a 24x7x365 service organization through assigned shift schedules, including nights, weekends, and holidays.

Basic Qualifications

Education & Experience

• High school diploma or GED required.
• Associate degree in Information Technology, Computer Science, or a related field preferred; equivalent technical training or experience may be considered.
• Zero (0) to two (2) years of experience in a service desk, help desk, technical support, or customer support environment.
• Experience utilizing ServiceNow ITSM or a comparable enterprise ticketing platform.

Technical Support & IT Service Management

• Working knowledge of Microsoft 365 applications and Windows desktop operating systems.
• Experience supporting Active Directory, Azure AD, password management, and multi-factor authentication solutions.
• Familiarity with remote support tools and collaboration platforms such as Microsoft Teams.
• Understanding of incident management, service request fulfillment, and basic troubleshooting methodologies.
• Ability to document support activities accurately and follow established support procedures.

Core Competencies

• Strong verbal and written communication skills.
• Excellent customer service, interpersonal, and problem-solving skills.
• Ability to work independently and manage competing priorities in a fast-paced environment.
• Ability to collaborate effectively with diverse teams across multiple regions and time zones.
• Ability to work assigned shifts, including nights, weekends, and holidays in a 24x7x365 environment.

Preferred Qualifications

• CompTIA A+ certification.
• HDI Customer Service Representative (CSR) certification or equivalent.
• ITIL 4 Foundation certification or willingness to obtain within the first year of employment.
• Microsoft, Dell, or other relevant technical certifications.
• Experience supporting users in a global or multi-region environment.
• Familiarity with macOS and iOS support.

Work Environment & Physical Requirements

• Remote, hybrid, or office-based work environment depending on business needs and location.
• Participation in a 24x7x365 shift-based support operation, including nights, weekends, and holidays.
• Ability to remain at a workstation for extended periods while supporting users through phone, chat, and ticketing systems.
• Reliable high-speed internet connectivity required for approved remote or hybrid work arrangements.

Additional Compensation

KBR may offer bonuses, commissions, or other forms of compensation to certain job titles or levels, per internal policy or contractual designation. Additional compensation may be in the form of sign-on bonus, relocation benefits, short-term incentives, long-term incentives, or discretionary payments for exceptional performance.

Benefits

KBR offers a selection of competitive lifestyle benefits which could include a 401K plan with company match, medical, dental, vision, life insurance, AD&D, flexible spending account, disability, paid time off, or flexible work schedule. We support career advancement through professional training and development.

KBR — Delivering Solutions, Changing the World

KBR brings together the best and brightest to deliver science, technology and engineering solutions that help governments and companies around the world accomplish their most critical missions and objectives. In everything we do, we are guided by our ONE KBR Values:

• We Value Our People – We create diverse, inclusive environments in which each person can feel safe, respected and valued, and where everyone has opportunities to grow and reach their full potential.
• We Deliver – We are uncompromising in our commitment to deliver innovative, high-quality, technology-led solutions for our customers and exceptional, sustainable value for all our stakeholders.
• We Are People of Integrity – We value honesty, trust, courage, fairness, prudence and tenacity. We believe doing what’s right for the planet, the communities where we work, and our people is good for business.
• We Empower – We empower our people with a shared purpose, the right tools and the supportive culture they need to be proactive decision-makers, to be adaptive to change, and to succeed.
• We Are a Team of Teams – We have a will to succeed, but we value the achievements of our team of teams over individual accomplishments. Our collective focus makes us a better, stronger, more effective company.

We have also embedded environmental, social and governance (ESG) principles in every business operation and corporate function. Not only are we committed to operating safely, sustainably and equitably, but we are also committed to using our capabilities and expertise to help our customers accomplish their sustainability goals.

Worldwide, KBR employs a diverse workforce approximately 29,000 people strong, with customers in more than 80 countries and operations in 40 countries.

At KBR, We Deliver.

Fraud Alert

Fraud has infiltrated the job placement market via the internet, email, and direct phone contact. Attempts have included unauthorized use of KBR’s name and logo to solicit potential job seekers or to extend false job offers. Bad actors may mix in fake job advertisements with legitimate postings. These ads can include contact instructions and require job seekers to send sensitive personal information or money to pay for visa applications, processing fees, etc., in exchange for consideration for a high-paying position.

KBR will never ask for any sort of advance payment as part of the recruiting/hiring process. Candidate profiles are carefully managed to protect personal information.