Workflow Monitor Manager- VA

3 weeks ago

Springfield, United States Chenega Corporation Full time

Workflow Monitor Manager- VA Springfield, VA Join our Talent Network Chenega Agile Real-Time Solutions (CARS)C-CARS-24-029 Company Job Title: Workflow Monitor ManagerClearance: TS/SCILocation: Springfield, VAFLSA Status: Exempt, Full Time, RegularSummary: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: Yes+ Other duties as assignedMinimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)+ Bachelor's Degree plus eight years of relevant experience+ Operational experience with ServiceNow+ Experience in the Intelligence Community+ Exhibit excellent customer service, organizational and time management skills+ DoD 8140 (formerly 8570.01-M), IAT Level II: CCNA-Security; GICSP; GSEC; Security+ CE; SSCP (within 6 months)+ Foundation level certification in ITILv3 or bridge course is desiredKnowledge, Skills and Abilities:+ Must have the ability to demonstrate strong business and organizational skills and have outstanding communication skills, both verbal and written+ Must be able to handle confidential information with discretion+ Must be detail oriented with the ability to manage multiple tasks+ Motivated self-starters+ Attention to detailChenega Corporation and family of companies is an EOE.Equal Opportunity Employer/Veterans/DisabledNative preference under PL 93-638.We participate in the E-Verify Employment Verification Program. Join our Talent Network

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