Job Description

Job Description:

We are looking for an Operations Service Manager (OSM) to capture system issues, coordinate with GPOCs on correcting those issues, and make system changes to correct bugs and possible design flaws. Join a team providing software engineering, custom application development, database administration, and operations and maintenance (O&M) for a system supporting the full system lifecycle. Provide support for deployment packaging, system maintenance, and troubleshooting for software and virtual infrastructure (cloud) components to maintain sustainability and reliability of the Sponsor's system.

Job Responsibilities and Duties:

• Assist customer alumni, Office of Alumni Relations (OAR) Staff, and contractor colleagues by capturing, communicating, and translating primary alumni portal user issues.
• Issues may range from technical access problems, navigation questions about forms and content, form submission status inquiries, and/or notifying OAR personnel of action/case management updates.
• Provide external and internal communication options, which may include separate phone and email identities requiring administrative management.
• Contribute to development efforts by monitoring user log files and coordinating with low and high elements for any CI/SEC concerns.
• Provide tangible user-story and UI/UX feedback to the development team according to Alumni user observations, comments, and feedback.
• At times, serve as an authorized DTO under the purview of peer DTOs and guidance by the team lead and/or GPOC.
• This key role will be essential for the dual 'low-to-high' and 'high-to-low' data flow of alumni user observations, comments, and feedback.

Required Skills:

• Demonstrated experience communicating both written and orally using email, video conference, telephone, and service request database.
• Demonstrated experience providing rules, procedures, and technical information clearly and accurately, both verbally and in writing, to partners, peers, and customers.
• Demonstrated experience working with customers with developmental challenges or disabilities and understanding the necessity to communicate clearly with this demographic and the respectful etiquette that is required.
• Demonstrated experience equivalent to help desk roles for the purpose of supporting various versions of internet browsers and mobile devices.
• Demonstrated experience managing multiple priorities, eliciting information from customers, and gathering and maintaining information related to incidents.
• Demonstrated experience with technical writing, maintaining SOPs, and communicating to a diverse population.
• Demonstrated experience performing regular security network monitoring to identify misuse and abnormalities.
• Demonstrated experience managing use of a government-furnished mobile phone.

Optional Skills:

• Demonstrated experience provisioning and/or disabling accounts using CRM tools.
• Demonstrated experience providing data transferring services on networks.
• Demonstrated experience administering and maintaining Atlassian Software Suite (Jira, Confluence).
• Demonstrated experience using Splunk dashboards.

Clearance:

• Must be a U.S. Citizen
• Active DOD Top Secret SCI with Poly

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