Customer Service IT Officer
TechFlow, Inc, United States

TechFlow requires a Customer Service IT Officer to provide users worldwide technical application support, proactive application monitoring, and user training as part of a mission-focused 24x5 application support Help Desk.

The Customer Service IT Officer team will focus its efforts on providing direct assistance to users on the use of approximately 10 Proprietary applications and analytic tools, monitoring of applications, databases, and services to ensure application availability and performance; capturing, categorizing, and reporting trouble calls; capturing and reporting application metrics data; and interacting with application Oamp;M development teams to resolve issues.

• Work closely on all Contractor activities and efforts.
• Conduct technical application and analytical tool user support.
• Conduct technical application and analytical tool exchanges to resolve issues.
• Communicate technical information about the tools to users.
• Document solutions in knowledge management repositories.
• Answer questions from users and service providers.
• Send release note emails to users of supported systems.
• Provide users with specific applications within the Community with services such as Help desk, application monitoring, metrics, query assistance, general user training for applications (not classroom), and communication with developers for complex problems.
• Contribute to knowledge management repositories for supported applications and analytical tools.
• Monitor application and analytic tool availability and performance using COTS and custom software.
• Provide metrics such as service requests, incidents, calls per application, per FTE per month.
• Combine findings garnered from approved interactions organizations such as industry, Service Provider SMEs, and other organizations in support of troubleshooting issues.
• Interface, collaborate, and coordinate with development programs across the environment.
• Brief management regarding technical meetings the Contractor attends.
• Collect and synthesize technical input from technical exchanges and outreach efforts.
• Create technical meeting summaries for meetings with multiple stakeholders.
• Capture requirements during meetings with multiple stakeholders.
• Assist in the planning and execution of the application and analytical tool training sessions.
• Assist in maintaining a calendar of training sessions.
• Organize and maintain a repository of outreach interactions and outcomes on the share drive.
• Populate knowledge management tools with the application and analytical tool materials.
• Take meeting minutes and draft technical reports to capture interactions with SMEs, stakeholders, and partners.

Requirements

• Demonstrated experience providing direct assistance such as formulating 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 Oamp;M and development teams while troubleshooting
• 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, and Camtasia

• Bachelor's degree is preferred.
• General equivalency guidelines for education, certifications and experience are provided below; however, these guidelines do not immediately qualify someone at a particular level. Skill levels for an individual are based upon a combination of education, training, and experience, e.g. someone may have 20 years of professional experience; however, they may only be qualified as Full Performance-based upon the expertise needed to perform the work within that category. General professional years of experience may be substi

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