What are the responsibilities and job description for the Customer Support Representative (Assisting Employees with their System Access) position at Windward Consulting?
Windward Consulting is at the forefront of Service-Centric IT. With strategic consulting, unparalleled technical expertise and our proven Windward Service-Centric IT RoadMap, we help our clients align the core competencies of process, organization, information and technology to run the most sensitive and mission-critical IT environments in the world.
Our consultants solve our clients’ most challenging problems, uncovering answers to questions they didn't even know. Only apply if you are self-motivated, have a thirst to learn new technologies and thrive in a fast-paced environment. We work with the biggest DOD Organizations and Fortune 500 clients, and interact with smart, innovative people. Our employees are not only passionate and driven, but strive to ensure customer quality is delivered consistently and effectively.
- On-boarding and Off-boarding: Skilled in coordinating, documenting and managing processes for employee lifecycle, including provisioning and deprovisioning access and equipment
- Securing System Access: Ensure employees properly gain the correct system access by reviewing and submitting required system access forms
- Securing System Removal Upon Termination: Ensure employee system access is removed to align with the termination date, update required termination paperwork, and notify the Government accordingly
- ASI Scheduling: Partner with scrum teams to scheduling and manage Authorized Service Interruptions (ASI) to ensure minimal operational disruptions
- Records Management: Proficient in maintaining accurate and secure records, ensuring compliance with organizational and regulatory requirements
- ITSM and Jira Ticket Management: Adept at managing, monitoring, and updating IT Service Management (ITSM) systems and tracking workflows through Jira for efficient issue resolution and project management
- SIPR Support: Experienced in supporting operations by working with teammates to obtain Secret Internet Protocol Router Network (SIPRNet) access and acts as the liaison with the development team should there be an issue with the SIPRNet
- SharePoint Updates: Capable of managing and updating SharePoint sites, including content organization and user permissions
- Collaborates with scrum teams, managers and stakeholders on a consistent basis
- Maintains excellent analysis, communication and problem-solving skills, taking ownership of complex incidents ensuring these are resolved to the satisfaction of the team and/or customer.
- Leads and coach other team members on all facets of system access to be able to process everything quickly
- Assists in defining and designing processes to streamline project tasks and ensure management has the latest status information on a consistent basis
- Collaborates with colleagues to monitor and report technical and non-technical variances; facilitating resolution of issues that adversely impact successful product delivery.
- Quickly adapt to project and customer dynamic environment and adopt their processes and foster innovative ideas
- Asks questions & raise concerns as soon as possible without being prompted
- Employs exceptional problem-solving skills
- Requires a US Citizenship.
- Must hold an active DoD Secret clearance.
- Must be able to commute to Ft. Meade, MD for full time on-site support
- Bachelor’s Degree with 4 – 8 years of relevant experience or a master’s with 2-6 years of prior relevant experience. Additional years of work experience in lieu of degree is acceptable.
- Experience in On-boarding and Off-boarding candidates and supporting system access
- Experience identifying and tracking related project task dependencies, risks & possible mitigations.
- Experience estimating level of effort (hrs./days/resources) to feed a projected project schedule.
- Experience working with a highly technical team and in a dynamic, fast-paced environment.
- Strong written and verbal communication skills are required to collaborate with teammates, management, and customer representatives
- Candidate to be able to work with strict deadlines.
- Ability to work well/collaborate with people from many different disciplines with varying degrees of technical experience.
- High attention to detail and accuracy.
- Ability to manage multiple tasks simultaneously.
- Excellent organizational and task management skills.
- Strong written and verbal communication skills.
- Possesses strong critical thinking by being able to quickly analyze issues and implementing solutions
- Exposure to ServiceNow applications like Telecommunication Management System (TSM), Telecommunications Network Inventory (TNI), Order Management Telecommunications (OMT) modules, etc.
- Holds an active security certification that meets DOD 8570 IAT level II or higher, such as Security within 14 days of hire
- Possesses prior experience working with DISA projects and Government contracted resources
- Experience with JIRA, Git and Confluence.
- Understanding of ITIL foundation or ITIL certified.
- Familiarity with AWS
- Strong Microsoft Office suite software proficiency (i.e., Word, Excel, PowerPoint, Outlook)
- Experience with conflict resolution to be able to manage and resolve workplace issues diplomatically.
- Strong customer service and interpersonal skills to address client and employee concerns.
- Willingness to continually learn with a willingness to learn new tools, systems, and industry best practices.
Windward Consulting strives to attract and retain the best individuals and provide an environment where they can all grow professionally and build a rewarding career. We continually strive to create an environment that balances work life and offers benefits that will enhance the compensation package. We offer Medical, Dental, Vision, Flexible Spending Accounts, Short Term Disability, Long Term Disability, Life Insurance and AD&D, as well as the option to purchase additional Life Insurance and AD&D, Paid Time Off, Personal Leave, Holidays, 401(k) plan with company match and work/life balance.
Windward Consulting is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, ancestry, marital or veteran status.
