Client Support Services Advocate
Rockville, MD

Job Description

Description

Every day at Perspecta, we enable hundreds of thousands of people to take on our nation's most important work.

We're a company founded on a diverse set of capabilities and skills, bound together by a single promise: we never stop solving our nation's most complex challenges. Our team of engineers, analysts, developers, investigators, integrators and architects work tirelessly to create innovative solutions. We continually push ourselves-to respond, to adapt, to go further. To look ahead to the changing landscape and develop new and innovative ways to serve our customers.

Perspecta works with U.S. government customers in defense, intelligence, civilian, health care, and state and local markets. Our high-caliber employees are rewarded in many ways-not only through competitive salaries and benefits packages, but the opportunity to create a meaningful impact in jobs and on projects that matter.

Perspecta's talented and robust workforce-14,000 strong-stands ready to welcome you to the team. Let's make an impact together.

Perspecta has an immediate need for 5 Client Support Services Advocates in Rockville, MD.

This position is responsible for ensuring that Perspecta delivery activities and contract deliverables meet client requirements. The candidate must possess excellent verbal and written communication skills, applied in a customer-facing environment. Candidate should be comfortable working in a customer-driven environment and willing to work flexible hours.Periodic after hours support may be required when engaged with customer issues and incident resolution and escalations.

This position is responsible for ensuring that Perspecta delivery activities and contract deliverables meet client requirements. The candidate must possess excellent verbal and written communication skills, applied in a customer-facing environment. Candidate should be comfortable working in a customer-driven environment and willing to work flexible hours.Periodic after hours support may be required when engaged with customer issues and incident resolution and escalations.

Responsibilities:

* Use the FDA's incident management ticketing system (ServiceNow) to track issues with OIMT/DIO products and services, and provide data that measures performance.
* Serve as a liaison in providing product/services information and in resolving issues regarding OIMT/DIO products and services that include server provisioning, storage network, security, email, Citrix, and telecommunications.
* Coordinate all service requests related to Contractor-supported FDA IT resources to resolution.
* Coordinate all necessary root cause analysis efforts to completion. Coordinate testing and validation of resolved issues.
* Work with the appropriate OIMT/DIO subject matter experts/teams to troubleshoot and resolve issues with OIMT/DIO products and services.
* Coordinate the communication, escalation, and resolution of all infrastructure capacity and performance issues related to each Centers applications, tools, and databases.
* Support delivery of OIMT/DIO products and services within FDA's SLAs, using appropriate Quality Assurance measures.
* Coordinate the communication, clarification, and implementation of each Center's infrastructure and application requirements.
* Serve as the point of escalation for all Contractor-supported IT Services including ticket resolution.
* Coordinate any necessary IT support for Center application deployments.
* Attend appropriate weekly FDA CCB meetings (e.g. Active Directory, Infrastructure, Desktop, Telephony) to represent each Center's interest on proposed CRs, voicing any concerns and/or conflicts with other scheduled work.
* Attend all appropriate Center IT status and requirements meetings.
* Provide consultation and engineering architectural design that meets FDA requirements to include server provisioning, storage and network. Assist with the creation andor validation of application infrastructure documentation, (e.g. Current State Diagrams (CSD), Target State Diagrams (TSDs)).
* Create, manage, and maintain Standard Operating Procedures (SOPs) on OIMT/DIO processes and SLAs on the FDA's Intranet.
* Develop and maintain a dictionary of Data Center Terms that will help customers understand OIMT/DIO technologies.

Additional job roles include:

* Maintain situational awareness of assigned FDA Center IT issues and initatives and proactively communicate those issues and initatiaves to the Perspecta and FDA IT leadership teams.
* Coordinate meetings and communications with the FDA business Centers leaders and application teams to capture any issues or future activities.
* Participate with the FDA Systems Management Center (SMC) staff in Priority 1 Incident bridge calls and help bring critical IT infrastructure incidents to resolution.
* Follow ITIL foundation best practices, including Root Cause Analysis and Problem Management.

Qualifications

Requirements:

* Bachelor's degree in business or other related field preferred or equivalent work experience
* Experience with ServiceNow
* 4+ years of technical account management, technical consulting, project management/administration, system (Unix/Solaris/Linux/Windows) or network (firewall/authentication) administration experience in an enterprise environment strongly preferred.
* PMP and ITIL V3 certification desired
* Incident/Problem/Change Management Experience.
* Experience with direct client/customer support in a corporate setting.
* Experience with documentation and technical writing a plus.
* Must be a US Citizen or a US Permanent Resident.

EEO Tagline: Perspecta is an AA/EEO Employer - Minorities/Women/Veterans/Disabled and other protected categories