What are the responsibilities and job description for the Queue Manager position at KeenLogic?
Job Title: ITSM Queue Manager/Analyst
Location: Alexandria, VA (Remote, Full-Time, M-F)
Overview:
KeenLogic is seeking a talented and self-motivated individual to fill the role of ITSM Queue Manager/Analyst with the National Science Foundation. This position involves working in a challenging, consultative, and collaborative team environment, providing support and management services to ensure the effective resolution of end-user concerns and the efficient operation of IT systems.
Location: Alexandria, VA (Remote, Full-Time, M-F)
Overview:
KeenLogic is seeking a talented and self-motivated individual to fill the role of ITSM Queue Manager/Analyst with the National Science Foundation. This position involves working in a challenging, consultative, and collaborative team environment, providing support and management services to ensure the effective resolution of end-user concerns and the efficient operation of IT systems.
Required Qualifications:
- US citizen
- Bachelor’s degree with 3 years of relevant experience, or High School Diploma with 11 years of experience in customer technology and support roles
- 3 years of experience providing phone and/or in-person support for business applications
- Experience working with ITSM tools such as ServiceNow or equivalent, and supporting high- priority tickets
- Experience with Microsoft Office 365, Visio, Adobe Acrobat, and a strong understanding of desktop environments, local area networks, telephony, voice, mobile phones, and apps
- 2 years of Asset Management
- ITIL Service Management
Responsibilities:
- Queue Management:
- Monitor ticket queues, prioritize work, and assign tickets to appropriate technical resources for troubleshooting and resolution
- Perform aging analysis and audits to ensure ticketing standards are met and service levels (SLAs) are maintained
- Coordinate tickets across organizational boundaries and prepare daily and summary reports on Incidents, Change, and Problem tickets
- Escalate tickets with a high degree of recurrence, high severity, or unknown root causes to the Problem Management process
- Systems Analysis and Support:
- Analyze client business applications and data to identify, correct, and report malfunctions
- Provide Tier I/II support for custom business applications, including diagnosis, remediation, and performance tuning
- Assist with help desk calls, emails, and in-person support, acting as a liaison between clients and support groups to resolve issues
- Document tickets with detailed information for escalation to Tier III teams, and contribute to knowledge base articles and procedural documentation
- Technical Expertise:
- Perform help desk support for a variety of office automation, telecommunications, and visual information hardware and software
- Set up new user accounts, including enterprise email configuration, and assist clients with account/application technical problems
- Engage in advanced troubleshooting with remote assistance tools such as Citrix, RCN, Fast Access, and Web VPN
- Customer Service:
- Communicate with employees and contractors using professionalism, tact, and diplomacy to answer support calls
- Coordinate with vendors on items that require escalation to Tier III support
- Prepare training materials for service desk staff and participate in the Problem Management process for repetitive error conditions
- Preferred:
- ServiceNow use and reporting experience
- Experience with Automated Call Distribution systems
- Advanced knowledge of Office365, Visio, and Adobe Acrobat
- ITIL v3 Foundations certification
- Experience with business application training, troubleshooting, and user acceptance testing
