Responsibilities
Highlights of Responsibilities:
- Analyzes mobile device service data from ServiceNow and MDM platforms to generate performance reports and trend analyses.
- Produces regular reporting on mobile program metrics including device inventory, activation rates, ticket volumes, SLA compliance, and data usage.
- Supports QA activities for mobile support operations, reviewing ticket quality, process adherence, and customer satisfaction data.
- Coordinates with carrier representatives to obtain billing data, usage reports, and account summaries.
- Maintains mobile device inventory records and reconciles MDM inventory against DPAS asset records.
- Identifies trends and anomalies in mobile usage data and escalates findings to the Mobile Wireless Manager.
- Develops and maintains reporting templates and dashboards for mobile program leadership.
- Supports monthly, quarterly, and annual mobile program reviews with data analysis and presentation support.
- Assists with cost modeling and spend analysis for mobile services.
- Documents mobile reporting procedures and maintains data dictionaries for mobile program metrics.
Qualifications
Requirements:
- Shall possess at the time of award a Secret security clearance
- Strong customer service orientation.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Good written, oral, and interpersonal communication skills.
- Ability to conduct research into PC and software issues and products as required.
- Ability to present ideas in business-friendly and user-friendly language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Team-oriented and skilled in working within a collaborative environment.
Education and Experience:
- Required Education: Bachelor’s degree or equivalent experience in lieu of education, including consideration of vendor certification in the technology being applied.
- Required Experience: 2 or more years of professional experience supporting a similar role.
- Experience supporting a DoD or J6 customer is a plus.
- Certification:
- ITIL v4 Foundations, CompTIA Security+
- Preferred:
- CompTIA A+, MDM platform certification (Intune, Jamf, or equivalent)
Physical Requirements:
This position requires the ability to perform the below essential functions:
- Sitting for long periods
- Standing for long periods
- Ambulate throughout an office
- Stoop, kneel, crouch, or crawl as required
- Repeatedly lift and carry weights up to 50 pounds
