OVERVIEW:
We are seeking for a consultant to join our expanding team that provides content, usability, and development services to federal, state, and local government agencies and private sector organizations. This opportunity is for a disciplined, flexible, and empathic consultant whose primary role will be working as an intermediate help desk analyst. This consultant will be helping Va.gov users and Veterans improve service delivery and/or manage organizational change. As we are a remote team, this consultant must have the ability to work remotely both as an individual and engage in distributed teams.
GENERAL DUTIES:
- Managing Tier 2 case issues within a Salesforce environment
- Manage the processing of incoming Tier 2 issues to the Support Desk via Salesforce to ensure courteous, timely and effective resolution of end-user incidents and requests
- Provides support for Va.gov users and Veterans by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second-tier technical support issues for end-users of the organization's products and services
- Ensure customer service requests (tickets) are handled timely and completely
- Overseeing customer performance analysis, customer network reporting, and SLA compliance (that is set by the VA.gov project team)
- Set high customer service standards and hold engineers accountable to those standards
- Guiding Va.gov users and Veterans in dealing with especially challenging service availability issues
- Contribute to escalated problem resolution by providing hands-on support to end users when necessary
- Work with project team to develop daily, weekly and monthly reports (from our systems) and provide results on the productivity to the management team
- Maintains a strong working knowledge of all internal and external systems and software
- Manage your own time and deadlines in a remote, project-based environment while working both independently and on distributed teams
REQUIRED QUALIFICATIONS:
- Government contracting work
- Remote work, especially work with distributed teams. Experience with agile teams or knowledge of Zenhub, Github for support tickets
- CRM expertise to manage Salesforce
- Project manage implementation of Salesforce Lightning and other improvements to business
- Operational management analysis and customized reports
- Management of data integrity on distributed team(s)
- Language: English
- Familiarity with SalesForce, ServiceNow, and Microsoft Teams & Outlook.
- Verification of identity, education, prior employment, and references may be required
- This may involve a background check and interview with a federal investigator.
DESIRED QUALIFICATIONS:
- 1-2 Years of Federal IT Help Desk Experience
- Strong analytical, problem-solving, and dot-connecting skills with the ability to develop quick, accurate situational awareness
- Good communication skills in a remote remote working environment
CLEARANCE:
- US Citizenship required with the ability to obtain and main a Secret clearance
