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    Project Manager/Business Analyst

    Knowledge Management, Inc
    Herndon, VA 20170
    Full-time
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    Job Description

    Notice CoordinatorAnalyst Location Herndon, VA Contract Duration 7 years (Base + 6, 1-year Extensions) Clearance Active SECRET Description The Notice CoordinatorAnalyst is responsible for sending Notices throughout their shift for outages, planned maintenance, advisories and releasesdeployments with approval from the govrsquot Critical Incident Manager (CIM). This role also functions as a Tier 1 Agent and is responsible for the resolution of technical issues to ensure end-user needs are met, as needed. Responsibilities Provides remote phone, email and chat troubleshooting support for application, desktop, network and mobile device issues. (incidents), as well as customer requests (i.e. password resets), and record all information accurately in the CRM ticketing tool. May also make outboard service calls to potential customers. Resolve issues using the knowledgebase, escalate tickets immediately to appropriate support teams by assigning proper ticket priority and verifying customer names, contact information, location, issue, device impacted, error codes, and attaching screen shots. May be required to work in one or multiple work queues over various customer contact channels. When new solutions are derived to resolve issues, Tier 1 agents will provide documentation to Service Desk leadership and Knowledge Managers to have new Knowledgebase articles created. Ensure compliance with all govrsquot policies, procedures and timelines for ticket escalation and resolution. Utilizes templates stored in SharePoint and Remedy and adjusts them accordingly to send notices from the Service Desk to the user community when CA customers inform the SD to send out these communications. There will be back and forth communication between the Notice Coordinator and the govrsquot CIM to get the notice template just right prior to sending these notices to ensure that the corresponding fields accurately convey the message and that the date and times are correct. The Notice Coordinator will work closely with the Shift Supervisor, and Critical Incident Coordinator to draft messages for outage situations and send them out in a timely manner with govrsquot approval. Works directly with Service Desk Manager to review ways to improve the ticket handling process. Able to work weekends and other shifts as needed. Qualifications Required Two to three (2 ndash 3) years of help deskservice desk experience. Two to three (2 ndash 3) years of Technical Writing experience. Ability to accurately document and ticketing information with minimal errors andor rework. Must be able to work independently, achieve productivity goals, and manage onersquos time. Attention to detail and a can-do attitude. Must be able to work on site and weekends on a rotating schedule. Desired Experience supporting the Department of State IT environment. ITILv3 or ITILv4 Foundation Certification. Microsoft IT Support Certification or HDI SCR. Comp TIA A+ Certification. Experience using Remedy or ServiceNow as a CRM. Position 2nd Shift
    Posting ID: 597835026Posted: 2021-01-08