Responsibilities

Highlights of Responsibilities:

• Proactively monitors adherence to service level agreements (SLAs) using ServiceNow dashboards and performance reports, escalating deviations to program leadership.
• Drives continuous service improvement by conducting in-depth analysis of service desk performance metrics and delivering data-driven corrective action recommendations.
• Performs high-level systems analysis, evaluation, design, integration, documentation, and implementation of very complex applications requiring thorough knowledge of administrative and technical skills.
• Participates in all phases of system development with emphasis on planning, analysis, evaluation, integration, testing, and acceptance phases (IV&V and DT&E).
• Applies higher-level business or technical principles and methods to very difficult technical problems to arrive at automated engineering solutions.
• Designs, analyzes, and maintains highly complex enterprise infrastructure environments to support J6 service delivery operations.
• Develops performance measurements including goals, metrics, and reports utilizing the current service desk platform; facilitates a feedback system to team members on customer service, communication, and technical skills to enhance the quality of support delivered.
• Develops and provides regular Service Desk metrics reports to program leadership and Government stakeholders.
• Manages the implementation of an enterprise knowledge base and knowledge management best practices to ensure consistent, high-quality service delivery.
• Collaborates with IT support teams and section leads to design and implement continuous service improvement initiatives aligned with J6 mission objectives.
• Ensures J6 customer requirements for Service Desk performance are met consistently and in alignment with contractual obligations.
• Analyzes tickets, calls, emails, and web chat interactions to provide Interaction and Ticket Trend Reports, characterizing the nature and volume of change in call and ticket volume and handling time.
• Generates ad hoc and repeatable Interaction and Ticket Forecast Reports using supporting tools including Active Directory accounts, Asset Reports, and Mobile Device Usage Reports.
• Provides business and data visualization dashboards in graphical format to inform Government leadership regarding patterns, trends, and correlations, enabling data-driven decision-making.
• Forecasts future interaction volumes, handle times, staffing requirements, and schedules to ensure adequate J6 Service Desk coverage and performance.

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: 8 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+, HDI Support Center Analyst
• Preferred:
  • ISO 9001 Lead Auditor, Six Sigma Green Belt, AIOps