- Perform workflow management to monitor and support ticket workflows and queues, including requests, incidents, changes, and problem tickets
- Work 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 promptly
- 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
- Other duties as assigned
- Bachelor's degree and 2+ years relevant experience OR
- Associate degree and 4+ years relevant experience OR
- High school diploma or GED equivalent and 6+ years relevant experience
- Operational experience with ServiceNow
- TS/SCI clearance
- Ability to work independently and yet be effective within a team setting
- Must be capable of managing multiple efforts with time-related constraints in a fast-paced contracting environment
- Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals
- Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
- Excellent skills in Microsoft Word, Excel, and other Office applications
- Experience working in a home office setting as well as the ability to train end users on frequently asked technical issues.
- Ability to provide technical assistance and support over the phone with good phone skills and a professional demeanor
- Previous customer service experience strongly desired
- Good problem-solving skills with the ability to visualize a problem or situation and think abstractly to solve it
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Workflow Administrators Monitor - St Louis, United States - Chenega Corporation
Description
Req ID: 31065
Summary
Workflow Administrators Monitor
St. Louis, MO
Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer's core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level.
Chenega Agile Real-Time Solutions (CARS) was created with the purpose of providing integrated enterprise IT support to Federal customers both CONUS and OCONUS. CARS employs Subject Matter Experts (SMEs) with decades of experience working in the Federal marketplace.
The Workflow Administrators Monitor will perform workflow management to monitor and support ticket workflows and queues, including requests, incidents, changes, and problem tickets located in St. Louis, MO.
Responsibilities
Qualifications
Knowledge, Skills, and Abilities
Howyou'llgrow
At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there's always room to learn.
We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.
Benefits
At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.
Learn more about what working at Chenega MIOS can mean for you.
Chenega MIOS's culture
Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.
Corporate citizenship
Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.
Learn more about Chenega's impact on the world.
Chenega MIOS News-
Tips from your Talent Acquisition team
We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links:
Chenega MIOS web site -
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#DICE
#Chenega Agile Real Time Solutions, LLC
Chenega Corporation and family of companies is an EOE.
Equal Opportunity Employer/Veterans/Disabled
Native preference under PL
We participate in the E-Verify Employment Verification Program
