Customer Services and Information Technology Officer

Customer Services and Information Technology Officer
TechFlow, Inc, United States

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
May 11, 2021
Last Date
Jun 11, 2021
Location(s)

Job Description

Are you looking for a place to invest in your future? Then consider a job at TechFlow where we provide opportunities for individuals to explore, learn and develop their careers while being part of an exciting team of professionals.

Here are some experiences you may have at TechFlow:

- Work with best-of-breed technologies

- Have fun while being part of a professional team

- Work in a challenging and dynamic environment

- Work in a supportive learning atmosphere where opportunities for training and advancement are provided.

TechFlow is looking for a Customer Services and Information Technology 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. TechFlow requires that the team focus its efforts on providing direct assistance and developing classroom amp; virtual training 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.

Key Responsibilities:
  • Work closely on all 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 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.
  • 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 attended.
  • 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 shared drive.
  • Populate knowledge management tools with application and analytical tool materials.
  • Take meeting minutes and draft technical reports to capture interactions with SMEs, stakeholders, and partners.

Requirements

  • Experience providing direct assistance such as formulating iCQL queries, responding to questions, and troubleshooting
  • Experience monitoring application and system availability and performance
  • Experience writing knowledge management tool help documentation
  • Experience accurately capturing, categorizing, reporting trouble calls, and providing system enhancements suggestions
  • Experience interacting with Oamp;M and development teams while troubleshooting
  • Experience using Automated Call Distribution (ACD) systems
  • Experience documenting trouble calls and resolutions in an Information Technology Service Management (ITSM) system
  • Experience advocating for customer requirements and customer features during end-user focus groups, readiness reviews, and other sessions
  • Experience developing a technical understanding of relationships, dependencies, and requirements for complicated systems containing both hardware and software components
  • Experience developing or reviewing training materials and application documentation such as course manuals, workbooks, handouts, computer-based training (CBT), and multimedia training aids
  • Experience with Microsoft Office Mozilla Firefox, Internet Explorer, Jira, Captivate, Camtasia
  • Bachelor's degree is preferred.
  • General equivalency guidelines for education, certifications, and experience are provided

Job Specification

Job Rewards and Benefits

TechFlow, Inc

Information Technology and Services - Washington, District of Columbia, United States
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