Senior Enterprise Operation Analyst

The Digital Modernization Sector has an opening for a Sr Enterprise Operation Analyst

General program information and/or position overview. This is an exciting opportunity to use your experience helping the MiSP Program. In this mission we manage IT Technical solutions for our CMS customer.

Primary Responsibilities. IT Professional who uses their knowledge of Data Center Operations to perform several key tasks/roles

• Uses various metric reports regarding status of open Incident Service Tickets to determine where performance assistance is needed in terms of assignment, aging, and resolution times.
• Will collect, organize, and maintain information and data repositories for all teams to access as needed to gain relevant mission information. Will collaborate with technical teams and customer groups on routine basis to ensure information is updated as adjustments are made, to ensure current accuracy. Will utilize information repository and information sharing systems including and similar to SharePoint, Confluence, others.
• Will perform customer on-boarding as new customer groups request to receive offered service delivery and ability to follow established processes toward increasing customer base.
• Ability to create professional, mission specific communications to high level customers and leadership in multiple forms including live presentations via communication /teleconference systems, written reporting, project updates, and additional mission related information.
• Experience in a team Lead role, providing appropriate oversight and coaching to team members
• Able to serve as a point of contact for upper management to implement procedure to wider team and lead training efforts
• Superior judgment and professionalism with complex business correspondence
• Able to be a change agent and drive new team goals
• Strong problem – solving skills and organization skills with the ability to think creatively
• Flexibility to work additional hours, as needed
• Ability to present information and respond to questions from varying levels of managers and customers

Basic Qualifications. High school diploma or equivalent and 5+ years of prior relevant experience. Experience and Knowledge of IT Service Desk Operations IT Service Ticket System Experience with systems similar to Remedy, Service Now, Jira Strong communication skills both written and verbal Data repository building and Maintenance experience Ability to appropriately self-manage schedule and task completion Strong people skills to collaborate and negotiate desired outcomes for any given objective whether teams are internal, external, or customer positioned.

Must be able to obtain and maintain a public trust clearance.

All candidates supporting the CMS programs must have lived in the United States at least three (3) out of …