Systems Analyst

Alexandria, VA

Full Time

Mid Level

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.

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

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How many years of experience do you have providing phone and/or in-person support for business applications?*

How many years of experience do you have working with ITSM tools such as ServiceNow or equivalent, and supporting high- priority tickets?*

How many years of experience do you have with asset management?*

Are you well versed in ITIL Service Management?*

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Systems Analyst

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