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GovCIO · 1 day ago

NGGS Team Lead

United States

Full-time

Remote

Senior Level, Lead/Staff

$115K/yr - $160K/yr

12+ years exp

GovCIO is currently hiring a Team Lead that will be a part of their EPA ESSET team, providing team leadership, application support activities, and service desk support for the EPA Next Generation Grant System (NGGS). The role involves mastering user roles, developing status reports, coordinating with teams, and overseeing training and performance of staff.

ConsultingIT InfrastructureIT ManagementManagement Consulting

No H1B

U.S. Citizen Only

Responsibilities

Master all aspects of User Roles and Use Cases for the EPA Next Generation Grant System. This includes KB articles, SOPs, and related training documentation

Develop, prepare and present daily and weekly status reports to the customer on ticket counts, tickets resolved, performance metrics, and classifications and categories

Develop strategies to tackle on-going issues and mitigate future issues

Coordinate with Application Development team (ITED) and Infrastructure contractor (MAINES) on change planning, outage management, and incident and problem management

Reports all activities and observations to the project manager and assists in finding resolutions to all outstanding issues

Monitor incoming calls and incident tickets and SRs for trends. Quantifies patterns and identifies potential for additional training or problem management activities based on data analysis

Maintains accurate records of all service desk related activities ·

Coordinate with the customer and other support groups to manage outages and degradations and facilitate communications to staff and end-users

Oversees training and performance of NGGS Application Support / service desk staff

Provides coaching to service desk agents to address performance issues and create clear, attainable goals

Collaborate with Tier three support groups to establish relationships, prepare for changes and updates to the environment, and gather support documents

Open and actively manage ServiceNow helpdesk tickets

Escalate high priority issues reported using established guidelines & policies for ESSET and NGGS workstreams

Investigate issues and test reported issues to assist in root cause analysis, diagnosis, and remediation activities. Provide written status and analysis to date in a clear, concise manner

Leveraging your mastery of User Roles and Use Cases, as well as current and approved SOPs and KB articles, coordinate directly with users to troubleshoot issues and/or collect information to assist the testing and development teams through resolution

Flow down expectations to Application Support staff: Effectively communicates step-by-step solutions to end-users, Actively manage NGGS tickets and end user request inbox, With direction and prioritization from the Tier 3 NGGS lead, manage ticket queue for all reported issues, Quickly understand the client’s business issues and data challenges, Support the creation and maintenance of Standard Operating Procedures and other knowledge management materials, Run daily checks and test applications on NGGS and related systems per the SOPs, Create and manage ServiceNow reports used to track and report NGGS activities and trends to upper management, Communicate both written and orally with the project team and the client about technical and end user issues, Support testing activities as needed (UAT, DR exercises, etc.), Support meetings with Customer and Business POCs

Support the creation and maintenance of training materials (User Guides, Adobe Captivate videos, Job Aids, etc.)

Identify opportunities, task, and oversee the following for high quality deliverables: KB updates, call fielding, or other Tier 2 activities adjacent to the NGGS application

Support requirements development and management, Assist in capturing and defining new requirements and updating existing requirements, As directed, coordinate with the development team on how best to implement enhancement requests or requests for new functionality, As directed, support communication with the business concerning the modification of or addition to requirements

Analyze and document business processes

Work with technical team on custom application development

Qualification

Application operations supportServiceNowTeam leadershipHelp Desk SupportMicrosoft Office SuiteJiraSalesforce CRMProblem managementPattern recognitionCommunicationGrowth-oriented mindset