- HP Service Manager
- ERP Systems
CACI is seeking professionally resourceful, customer-oriented candidates able to quickly learn new business processes, troubleshoot system functionality and perform independently in a fast paced, challenging environment.
Duties and Responsibilities:
The candidate will be part of the customer support team providing financial management systems' users with a central service desk that offers responsive, accurate and quality customer service for all their financial systems' related questions. The team supports the Unified Financial Management System (UFMS), the Asset Management System (AMS), and other related interfacing cuff systems. Onsite training will be provided. Users contact the service team via telephone, email or through Hewlett Packard' (HP) Service Manager, Employee Self Service (ESS) ticketing tool. We are looking for a candidate who will bring different innovations to the team and to grow in to a strong functional analyst.
The candidate must manage open tickets in the ticketing tool, escalate and follow through as needed until resolved. Ensure appropriate procedures are followed, obtain feedback from government personnel and propose actions for process improvement when appropriate. The candidate will be asked to document procedures, include FAQ items, and create knowledge base articles. The candidate will be working on training material and user alerts.
Prior experience supporting or training IT system users.
A minimum of 0-2 years of relevant professional experience is required if no Bachelor's degree is available; or a bachelor's degree in an appropriate discipline, and 1 year of related work experience.
Operating hours are 7:00am-7:00pm in Chantilly, VA, must be able to work 8 hours with in these hours.
Requires US Citizenship and active Top Secret clearance.
Experience working in a call center or Help Desk and Support center organization, providing users' support and customer service.
Relevant vendor certifications and/or additional education may substitute for years of experience.
Experience using any government travel and/or financial management software is highly desired.
Experience with HP Service Manager or any other incident management applications (Remedy, Rational, Serena).
Experience with applications built with OpenText (previously Metastorm).
Experience with any ERP (Momentum, Oracle, SAP) or asset management applications (Maximo, Tririga, Sunflower).
Normal demands associated with an office environment. Ability to work on computer for long periods and communicate with individuals by telephone, email and face to face. Some travel may be required.
CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.