Operations Support Specialist

Role Overview

• Analyzing science, engineering, business, and other data processing problems to implement and improve computer systems
• Analyzing data found in Service Now incident tickets and issues with Case Management Systems
• Reviewing computer system capabilities, workflow, and scheduling limitations
• Creating and maintaining various reports, utilizing various software, MS Office, etc.
• Working with a team and collaborating on their daily duties, optimizing operational processes and procedures to achieve maximum efficiency, and ensuring deliverables are met early or on time, per customer requirements

Requirements

• Bachelors degree in Computer Science, Information Systems, Engineering, Business, or a scientific or technical discipline related to the specific skill, preferred; experience in lieu of degree will be accepted
• 3-5+ years of related operational support/analysis experience
• Ability to obtain DHS Suitability/Public Trust; Will be able to support resources with higher DoD or DHS Clearances.
• Operation analysis and analyzing data found in Service Now incident tickets and issues with Case Management Systems.
• Analyzing user requirements, procedures, and problems to automate or improve existing systems.
• Reviewing computer system capabilities, workflow, and scheduling limitations.
• Supporting data calls for the clients which could include budget support.
• Analyzing Confluence and Jira to determine if fixes have already been developed for Case Management system issues.
• Working with a team and collaborating on their daily duties, optimizing operational processes and procedures to achieve maximum efficiency, and ensuring deliverables are met early or on time, per customer requirements.
• Supporting the operations management with the operations team, and liaising with clients to ensure we are meeting their requirements.
• Commit to improving customer experiences and able to ensure operational efficiency.
• Supporting day-to-day tasks for maximum efficiency while maintaining quality standards.
• Assist with the implementation of new processes and procedures as well as identify ways to improve customer experiences.
• Interacting with customers and business, answering questions, and resolving issues.
• Track and report on operational performance as well as maintain standard operating procedures (SOP) documents.
• Create and maintain various reports, utilizing various software, MS Office, etc.

Benefits

• Health, Dental and Vision
• 401(k)
• Tuition Reimbursement
• Flexible Spending Account (FSA)
• 11 Paid Federal Holidays
• 3 weeks' Paid Time Off