Location: Austin, TX
The purpose of the position is to provide system analysis and customer support for all Problems related to Information Technology (IT) Problem Management that negatively impact the client's nationwide plans, goals, and mission effectiveness in support our nation.
The incumbent serves as a Senior Program Analyst. The Senior Program Analyst manages and coordinates all activities necessary to understand, communicate, make recommendations, track & accept recommendations using best practices to prevent Internal/ External user disruption in daily operations.
Customer Support (40%).
The position works primary business hours for I&PM, remains available to the maximum extent possible during their daily tour of duty to coordinate customer information inputs via e-mail, Information Technology Service Management (ITSM) Tool, telephone, and online collaboration tools. The Problem Manager assigns problem work roles, ensuring priorities, methods, deadlines and quality of service have been met. Delivers the highest level of customer service and thorough analysis for critical and high priority problems that impact patient care, claims processing, and cemetery operations at a singular site, throughout a region, or across the country.
- Collects data and gathers information from various resources on the application, operating system, network, system, or database that experienced a Problem to understand, analyses, and then document the root cause(s).
- Performs sound research and analysis to identify customer requirements, identifies information gaps and requests for information, obtains required information to meet customer and leadership expectations, and takes appropriate actions within the specified timeframes as defined in applicable policies, directives, regulations, guidelines and service level agreements to address the customers’ needs.
- Serves as a problem facilitator and advisor to system owners that, identifies trends and areas where additional support may be needed.
- Maintains current knowledge on Problem Management policies, directives, and desktop procedures, to answer customer inquiries, execute the tasks associated with problem management in a timely manner, and determining when major problems or issues require supervisory decisions.
The Problem Manager is responsible for planning, coordinating, and providing leadership throughout the Root Cause Analysis process to understand, document, and make recommendations to prevent critical IT service interruptions that impact the enterprise, that include collaborating with inter-service, inter-agency, and commercial vendor subject matter experts from a variety of technical competencies. Tracks installation and integration of systems fixes, updates, patches, and enhancements ensuring systems and network availability and functionality.
- Assesses the technical expertise necessary to understand a given problem, gathers the technical subject experts, and leads the efforts for researching, evaluating, diagnosing, Problems causes, and provides corrective actions.
- Identifies alternate approaches to problem resolutions; frequently modifies and adapts precedent solutions to unique requirements to solve a wide variety of highly complex network and system related problems, suggests alternative means of meeting operational requirements through known workarounds.
The Problem Manager communicates regularly through face-to-face, e-mail, online collaboration, video conference, and telephonic methods with customers, IT professionals, vendors, and all levels of management and agency officials to identify roles, problems to be solved, actionable events, resolution goals, and expected service levels. This may include active and daily participation and facilitation of teleconferences, online meetings, and presentations to multiple levels of Senior Executive Service (SES) leadership and other stakeholders requiring expert oral communication skills to report status of IT Service Problems including, business impact, business duration, corrective action efforts, and actions taken to prevent further service interruptions.
Communicates daily with stakeholders who are skeptical, uncooperative, unreceptive, or sometimes even hostile. Creates and releases root causes analyses, including problem statement, corrective actions, and
root cause statement. Writes and submits root cause analyses, including current and future corrective actions, assessing incidents caused by planned or unplanned changes to software or hardware, and technical and procedural recommendations for preventing service outage in the future. Ensures I&PM directives, handbooks, and desktop references are updated and maintained with current contacts, processes, and procedures necessary to successfully execute quality of service and faster resolution to IT service disruptions. Performs other duties as required to support the mission.
Expert level knowledge, skills, and abilities required by the incumbent to successfully fulfill the Major Duties and perform the tasks required for this position:
- Knowledge of computer networking concepts and protocols, and network security methodologies (Code 451 – K001)
- Knowledge of risk management processes (eg methods for assessing and mitigating risk (Code 451 – K002)
- Knowledge of physical computer components and architectures, including the functions of various components and peripherals (e.g., CPUs, Network Interface Cards, data storage) (K0109)
- Knowledge of procedures used for documenting and querying reported incidents, problems, and events. (K0317)
- Knowledge of laws, regulations, policies, and ethics as they relate to cybersecurity and privacy (K003)
- Knowledge of cybersecurity and privacy principles (004)
- Knowledge of cyber threats and vulnerabilities (K005)
- Knowledge of specific operational impacts of cybersecurity lapses (K006)
- Position acts as a Tier VI Customer Support Analyst for the entire department. This is the highest level of support available in the agency. Position is not resolving issues but investigating problems which are the result of resolving large, widespread outages that have a national impact on patient care, benefits, and/or cemetery operations.
- Knowledge of mission, goals, objectives, terminology, management practices, directives, policies, and procedures within the Office of Information and Technology (OIT) to interpret and provide guidance on meeting service level agreements to prevent future IT service interruptions.
- Advanced level knowledge of programs, applications, operating systems, and equipment of customer organizations to understand impact to patient care, claims, and cemetery operations when performing problem analysis.
- Mastery of business processes and operations of customer organizations to assist in developing requirements to ensure service availability for systems that have a critical business impact.
- Expert level knowledge of the IT Infrastructure Library (ITIL) service/support model and ITIL incident, problem, and change management processes.
For more information on this job visit: https://vc5consulting.com/
VC5 Consulting has been named by business journals as one of the best places to work.
We offer benefits such as weekly pay, health insurance, 401k and even profit sharing to our consultants.
Job ID: 7587