Job Summary: 

• Manage vendor relationships for troubleshooting operations systems by communicating regularly and opening vendor tickets for technical support and follow-up until completion. 
• Serve as the primary system operator for smooth daily operations and back-office support
• Perform quality control on operational systems by following a detailed checklist of processes. 
• Responsible for generating daily reports and jobs along with troubleshooting if jobs fail and fixing if necessary to rerun jobs. 
• Identify and document procedures of new tasks and be able to maintain accurate documentation of new processes. 
• Use an automated job scheduler to add/modify and or delete jobs when necessary to automate manual tasks.
• Perform functional lead activities for the Classified Desktop support team
• Oversee and coordinate the ServiceNow ticketing system and provide support and direction to the team on daily and project activities.
• Work directly with classified organizational management and program managers.
• Engage with the Program and Sector functional organizations to provide and support IT projects for the Sector in support of Program requirements.

Skills on Resume: 

• Vendor Communication (Soft Skills)
• System Operations Management (Hard Skills)
• Quality Control Procedures (Hard Skills)
• Report Generation (Hard Skills)
• Documentation Maintenance (Hard Skills)
• Automated Job Scheduling (Hard Skills)
• Team Leadership (Soft Skills)
• ServiceNow Ticketing Support (Hard Skills)

Job Summary: 

• Perform setup and maintenance activities for all requests received related to products and services administered within the CLM department.
• Perform quality review and data integrity activities for all products and services administered within the CLM department.
• Act as a subject matter expert on many systems and processes within the CLM department, and provide assistance and training to team members relative to the many processes within CLM.
• Perform data cleanup on applications before and post-project implementation.
• Support clients and customers in the areas of customer and user access, password resets, access troubleshooting, application problem resolution, creation of IM tickets, and daily balancing of work.
• Participate in various projects as applicable.
• Identify and report to management areas where performance fails to meet established performance standards.
• Identify and communicate opportunities for process improvement and efficiencies.
• Participate in the creation, review, and testing of the Business Continuity Plan, and other risk internal/external risk exams 
• Ensure appropriate procedures, quality reviews, and self-audits are adhered to and are accurate for all regulations.
• Recommend revisions to operational quality and productivity standards as driven by changing client requirements, quality trends, or prudent operational practices.

Skills on Resume: 

• Setup and Maintenance Activities (Hard Skills)
• Data Integrity Management (Hard Skills)
• Subject Matter Expertise (Soft Skills)
• Data Cleanup (Hard Skills)
• Customer Support (Soft Skills)
• Process Improvement Identification (Soft Skills)
• Business Continuity Planning (Hard Skills)
• Quality and Productivity Standards (Hard Skills)

Job Summary: 

• Fast and effective response and escalation to service failure Alerts and Notifications from a range of systems, on time.
• Impact and Severity Assessments of service failures, both internal and supplier-based.
• Updating customers on the current status of any service outage, either directly by phone and email or via the Service Alerts system.
• Accurately recording progress and escalations on Service Now
• Escalate unresolved issues to appropriate internal teams (e.g. App teams)
• Research and identify solutions to software and hardware issues for first-line support.
• Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue
• Give advice/support and be able to make critical decisions whilst on shift
• Ensure communication of issues to other systems teams is in a professional manner
• Enforce procedures and documentation and ensure they are up to date
• Flexible to swap shifts to incorporate important rollouts/changes/activities
• Prepare to stay late/start early in the event of major systems outages and work additional hours

Skills on Resume: 

• Service Failure Response (Soft Skills)
• Impact and Severity Assessment (Hard Skills)
• Customer Status Updates (Soft Skills)
• ServiceNow Recording (Hard Skills)
• Issue Escalation (Soft Skills)
• Technical Troubleshooting (Hard Skills)
• Critical Decision Making (Soft Skills)
• Shift Flexibility (Soft Skills)

Job Summary: 

• Responsible for monitoring single platforms within the production environment, responding to alert messages and resolving routine production, application and system problems according to operating instructions or with guidance to ensure that the data center service commitments are met
• Analyzes workflows and procedures to expand operational knowledge
• Implements changes to the production environment as directed
• Runs scripts and drafts updates to processing procedures/documentation within the data center for application processing and backup/contingency
• Drafts daily operational documentation for shift transition
• Documents customer inquiries, resolves routine problems or escalates as necessary to close problem records
• Managing and recording timelines for Major Incidents and P1s
• Document technical knowledge in the form of notes and manuals and prepare accurate and timely reports
• Keep on top of the workloads and ensure outstanding calls are updated/closed
• Can push through new ideas to ensure the continued progression of the department.
• Prioritize and manage several open issues at one time
• Supporting systems and application changes (Monitoring/deployments)

Skills on Resume: 

• Platform Monitoring (Hard Skills)
• Production Issue Resolution (Hard Skills)
• Workflow Analysis (Soft Skills)
• Script Execution (Hard Skills)
• Shift Documentation (Hard Skills)
• Incident Management (Soft Skills)
• Technical Documentation (Hard Skills)
• Prioritization and Multitasking (Soft Skills)