Junior Workflow Monitor - VA, Chenega MIOS SBU, Springfield, VA
Chenega MIOS SBU -
N/A
Springfield, VA,
US
N/A
Junior Workflow Monitor - VA
Date Posted: 2024-05-28
Job description
Junior Workflow Monitor - VA
Springfield, VAJoin our Talent Network
Chenega Agile Real-Time Solutions (CARS)
C-CARS-24-021
Company Job Title: Junior Workflow Monitor
Clearance: TS/SCI
Location: Springfield, VA
FLSA Status: Exempt, Full Time, Regular
Summary:
PSOC Administrators provide 24x7x365 monitoring services of the customer IT enabled Mission Services and operational infrastructure.
This position is contingent upon contract award and government funding of the program.
Duties and Responsibilities:
Perform workflow management to monitor and support ticket workflows and queues, including request, incidents, changes, and problem tickets
Works to balance workloads, monitor, and support the management of the change, incident, and problem management processes
Review, assign, monitor, reconcile, and support the management of tickets throughout their lifecycle
Interface with IT service providers to ensure smooth and timely resolution of trouble tickets and reporting on unresolved tickets
Maintain and monitor a transfer queue for misrouted tickets between service providers to ensure customer's issues are being addressed in a timely manner
Provide technical assistance and telephonic support for Service Desk to Intel Customers.
Maintains documentation of problems and meets Service Level Agreement Requirements for calls answered and resolved.
Help provide technical assistance and support for Workflow Management services
Provide technical assistance and telephonic support for Service Desk to Intel Customers
Ability to work core hours 12X5
Supervisory Responsibilities: No
Other duties as assigned
Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)
High School Diploma / GED plus six years of relevant experience
Operational experience with ServiceNow
Experience in the Intelligence Community
Exhibit excellent customer service, organizational and time management skills