Provide in-depth Tier 1 and Tier 2 support and problem resolution for technology products and/or applications. Depending upon the assignment, work may include the following: technology or systems-related, centralized customer service center functions; develop and improve the processes of a centralized technology customer service center; interface daily with representatives from across the organization to resolve technical issues and outages; identify, analyze, and implement process changes; develop performance measures for the customer organization; solicit and track customer satisfaction feedback; manage the transition of IT service and infrastructure initiatives; provide technical guidance and direction to component close support teams for all new and component specific applications and deployments. Serve as transition managers and lead activities related to standard operational environment and component application deliveries.
KNOWLEDGE, SKILLS, AND ABILITIES:
Coordinate the transition of IT service and infrastructure initiatives and the worldwide implementation of IT and security policies that impact IT infrastructure. Provide 24 hour IS operational support; provide thorough IT consulting, triage, and problem resolution for technical products and/or applications on the enterprise environment.
Assess and coordinate customer impact of multiple, sometimes conflicting deployment schedules to the standard operational environment and exercises authority to proceed, delay, or cancel deliveries.
Serve as stakeholder at appropriate Boards, control gates and readiness reviews. Prepare and deliver briefings to convey complex information to peers, customers, and management.
Engage with service providers or close support team members for data in support of root cause analysis. Propose and review new concepts, program plans, and/or policies to provide substantive input that guides implementation, including writing security plans, MOUs, and SLAs.
Define resource requirements and use resources to attain project goals within cost and schedule.
Develop and implement transition plans for customers for the introduction of new technology platforms; develop and present correspondence, technical documents, and reports on moderately complex issues that cross directorate and/or technology boundaries.
Recommend and implement process changes, developing definitions for routine and critical problem thresholds.
Elicit information on complex technical problems from non-technical customers for use in diagnosis, analysis, and resolution of problems requiring significant analysis across multiple environments.
Organize and plan personal as well as team tasks in a changing environment, monitor their execution, anticipate risks, assess impacts, and develop contingency plans.
Solicit and track customer satisfaction feedback.
Design survey processes to collect customer feedback.
Create database repositories for storing and retrieving customer feedback.
Analyze customer feedback, investigates problems, observe and report trends.
Proactively anticipate customer needs, analyze complex requirements, and ensure expectations are met within feasible cost and time projections.
Possess knowledge of Project Management concepts and principles, extensive occupation-specific knowledge of IT industry, of lifecycle and programmatic milestones, and pertinent software.
Display knowledge of the organizational structure, mission, and business functions of the Intelligence Community.
Possess knowledge of standard operational environment, including (but not limited to) desktop hardware, software, peripherals, web technologies, security guidelines, operating systems for the major environments, mainframe environments, account management, network infrastructure, telecommunications, and one or more of the major service areas within the Office (i.e., Requirements Management, Desktop Technologies, Corporate Applications, Access Administration, Voice Infrastructure, etc.).
Possess excellent interpersonal skills to interface consistently and effectively with customers, technical staff, project team members, and management to identify issues, negotiate changes, meet deadlines, market services, and provide excellent customer service.
Possess excellent oral and written communication skills; ability to explain rules, procedures and highly complex technical information clearly and accurately, both orally and in writing.
Possess knowledge of database user interface and query software (e.g. Database software; Microsoft Access), MS Office Suite, markup language (e.g. HTML) and metric tools.
QVine Corporation is an Equal Opportunity Employer—M/F/D/V