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Outreach SME 3 - AEA Outreach Support

Annapolis Junction, MD
REQUIRED SKILLS/ABILITIES:
  • TO BE CONSIDERED FOR THIS POSITION YOU MUST HAVE AN ACTIVE TS/SCI W/ FULL SCOPE POLYGRAPH SECURITY CLEARANCE (U.S. CITIZENSHIP REQUIRED)
Description:
Provide direct user support and response to customers using AEA Tools for questions regarding account administration, system and network status. Support/interface with the customer via phone, VTC, email, chat, and applicable online presence, such as JIRA, Confluence, SharePoint, and SpySpace.
Capabilities:
· Ability to lead a team
· Respond to system issues and perform first level corrective maintenance
· Enter issues via a problem tracking tool
· Follow and maintain current AEA Standard Operating Procedures (SOPs) and documented AEA Outreach Service Level Agreements (SLAs)
· Responds to complicated user questions
· Escalate complex system questions to Tier II Support and appropriate Government stakeholders
· Escalate complex issues within the SD Outreach Team
· Monitor the health and status of current AEA systems
· Prepare routine metrics and system availability reports
· Escalate complex system questions to Tier II Support and appropriate Government stakeholders
· Identify common user challenges and work with development teams, UX teams, and product leads
· Shall maintain and update the ticket tracking tool
· Create metrics reports for system availability as well as user support
· Assist in orienting, training, assigning, and checking the work of lower level employees
· Provides advice, guidance, and direction to other technical help desk technicians with complicated user questions or requests
· Interacts with the Government regarding Systems Engineering technical considerations and for associated problems, issues or conflicts
· Provide first line communications to the customer CSC team to ensure appropriate operational awareness is available in a timely and concise manner
· Create additional SOPs as needed to perform corrective maintenance
· Provide data flow troubleshooting, network troubleshooting, troubleshooting and diagnosing software and hardware issues
· Provide customer follow up to ensure questions have been answered and collect feedback
Qualifications:
Ten (10) years of demonstrated hands-on experience with AEA or IC tools and capabilities. High school diploma or equivalent required. Bachelor’s degree from an accredited university is highly desired. Understanding of product workflows in an operational setting. Operational experience as an analyst preferred.
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