Enterprise Watch Support

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Summary

The Intermediate Workflow Administrator provides 24x7x 65 monitoring services of the customer IT enabled Mission Services and operational infrastructure.

Responsibilities
  • Perform workflow management to monitor and support ticket workflows and queues, including request, incidents, changes, and problem tickets.
  • 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.
  • Maintain documentation of problems and meet Service Level Agreement Requirements for calls answered and resolved.
  • Help provide technical assistance and support for Workflow Management services
  • Other duties as assigned

Qualifications
  • BS degree and 3+ years of experience and OR
  • High school diploma or GED and 8+ years of experience
  • Active DoD and IAT Level II certifications
  • Active TS/SCI clearance required

Knowledge, Skills and Abilities
  • Ability to work core hours 12 x 5
  • Panama Day Shift
  • Ability to exhibit excellent customer service, organizational and time management skills
  • Foundation level certification in ITILv3 or bridge course is desired
  • Ability to demonstrate strong business and organizational skills and have outstanding communication skills, both verbal and written
  • Ability to handle confidential information with discretion
  • Ability to manage multiple tasks and be detail oriented
  • Must be a motivated self-starter
  • Must have attention to detail
  • Required to adhere to Chenega Corporation mandate that all employees must be fully vaccinated to COVID-19 by December 8, 2021.

#NJVC, LLC

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