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Company

U.S. Department of Veterans Affairs · 10 hours ago

IT Spec (Sysanl/Custsupt)

Indiana, United States

Full-time

Remote

Mid, Senior Level

1+ years exp

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Comp. & Benefits

No H1B

U.S. Citizen Only

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Responsibilities

Ensures issues dealing with the opening, updating and closing of tickets with the IT Service Management Suite (ITSM) are completed according to policies and procedures.

Maintains current knowledge on procedures, policies, directives, etc. to answer questions, using judgment in determining when major problems or issues require supervisory decisions.

Conducts IT troubleshooting; applies this knowledge in the daily performance of duties. Practices a high degree of accuracy and completeness in documentation

Demonstrates effective interpersonal oral and written communication skills, with demonstrated ability to write local standard operating procedures (SOPs) and prepares and presents reports. Produces final products that reflect accurate, concise, grammatically correct and professional coverage of subject areas.

Utilizes software tools to monitor, detect, track and document service requests.

Qualification

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Enterprise-level service desk supportITIL frameworkIT Service Management toolsAccess ManagementProject managementData analysisCustomer supportBusiness process collaborationRobotic Process AutomationAgile development

Required

You must be a U.S. Citizen to apply for this job

Selective Service Registration is required for males born after 12/31/1959

Complete the initial online assessment and USAHire Assessment, if required

You may be required to serve a probationary period

Subject to background/security investigation

Selected applicants will be required to complete an online onboarding process

To be considered for this position, applicants must complete all required steps in the process.

IT-related experience demonstrating each of the four competencies: Attention to Detail, Customer Service, Oral Communication, Problem Solving.

One full year (52 weeks) of specialized experience equivalent to the GS-11 grade level in the Federal service.

Knowledge and experience with enterprise-level service desk support to include the IT Infrastructure Library (ITIL) framework.

Incident and request management best practices.

IT Service Management tools (preferably ServiceNow).

Customer support.

Business process partner collaboration.

Continual improvement.

Data analysis.

Developing information for management reports and projects, properly evaluating IT support issues, determining best approaches to address challenges, and preparing appropriate conclusions and recommendations.

Administering Identity and Access Management tools and concepts for enterprise implementation.

Project or program management; such as requirements analysis, project planning, budgeting, cost analysis, acquisition, contract management, configuration management, data management, Robotic Process Automation and Agile development processes.