Customer Services Information Technology Officer ( R-00058904 )
Leidos is looking for a Customer Service IT Officer Support (CSITO) to provide users worldwide technical application support, proactive application monitoring, and user training as part of a mission focused application support Help Desk. This position is located in the Mclean, VA area and requires an active TS/SCI with Polygraph in order to be considered.
The CSITO will conduct technical application and analytical tool user support and exchanges to resolve issues. The CSITO will communicate technical information about the tools to users, document solutions in knowledge management repositories, answer questions from users and service providers, and send release note emails to users of supported systems. The CSITO will provide users of specific applications within the community with services such as Help desk, application monitoring, metrics, iCQL query assistance (Intelligence Community Query Language), general user training for applications (not classroom), and communication with developers for complex problems. They will also monitor application and analytic tool availability and performance using COTS and custom software and provide metrics such as service requests, incidents, calls per application, per FTE per month. The CSITO will combine findings garnered from approved interactions organizations such as industry, Service Provider SMEs, and other organizations in support of troubleshooting issues.
They will be responsible for interfacing, collaborating, and coordinating with development programs across the environment, including briefing management regarding technical meetings, collecting and synthesize technical input from technical exchanges and outreach efforts, and creating technical meeting summaries for meetings with multiple stakeholders. They will also capture requirements during meetings with multiple stakeholders and assist in the planning and execution of application and analytical tool training sessions. They will assist in maintaining a calendar of training sessions. The CSITO will organize and maintain a repository of outreach interactions and outcomes and populate knowledge management tools with application and analytical tool materials.
Requires BS degree and 8 – 12 years of prior relevant experience or Masters with 6 – 10 years of prior relevant experience. Additional years of experience is acceptable in lieu of a degree.
Demonstrated experience providing direct assistance such as formulating iCQL queries, responding to questions, and troubleshooting.
Demonstrated experience monitoring application and system availability and performance.
Demonstrated experience writing knowledge management tool help documentation.
Demonstrated experience accurately capturing, categorizing, reporting trouble calls, and providing system enhancements suggestions.
Demonstrated experience interacting with O&M and development teams while trouble shooting.
Demonstrated experience using Automated Call Distribution (ACD) systems.
Demonstrated experience documenting trouble calls and resolutions in an Information Technology Service Management (ITSM) system.
Demonstrated experience advocating for customer requirements and customer features during end user focus groups, readiness reviews, and other sessions.
Demonstrated experience developing a technical understanding of relationships, dependencies, and requirements for complicated systems containing both hardware and software components.
Demonstrated experience developing or reviewing training materials and application documentation such as course manuals, workbooks, handouts, computer based training (CBT), and multimedia training aids.
Demonstrated experience with Microsoft Office Mozilla Firefox, Internet Explorer, Jira, Captivate, Camtasia.
Demonstrated experience using the Sponsor’s Service Management tool.
Demonstrated experience with ServiceNow, Tableau, Hive, WordPress.