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.
- Bachelor’s degree or equivalent experience in lieu of education, including consideration of vendor certification in the technology being applied.
- 8 or more years of professional experience supporting a similar role.
Nice to Have
- Experience supporting a DoD or J6 customer is a plus.
- ITIL v4 Foundations
- CompTIA Security+
- HDI Support Center Analyst
- ISO 9001 Lead Auditor
- Six Sigma Green Belt
- AIOps
Work Arrangement
On-site — Reston, Va.
Additional Information
- Secret security clearance required at time of award.
- Military veterans and active-duty personnel are supported; company is a 2024 Military Friendly Employer.
