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ITSM Application Administrator
Ref No.: 18-08093
Location: Woodlawn, Maryland
Position Type:Full Time/Contract
Start Date: 09/10/2018
 A. Ensure C3 Help Desk personnel are capable of correctly identifying support issues, documenting them within the ticket tracking application, managing escalation or assignment procedures, communicating clearly to the customer, and maintaining accountability of the problem throughout the life of the issue from identification through disposition.
B. Have a thorough understanding of the VCS voice services and systems for which they shall provide support. This understanding shall include knowledge of the architecture, infrastructure, network, integration, limitations, and operations/use of each of the VCS systems.
C. Provide periodic reports and ensure all system data and personnel are available for quality assurance auditing
D. Furnish all Help Desk facilities, labor, materials, and transportation necessary to perform the task requirements, as well as provide the resources required to meet changes in the VCS environment.
E. Establish a voice and data service monitoring center to oversee voice network problem resolution and routing management of the CCO voice network.
F. Supply skilled personnel to monitor and route incoming
 
Required Skills:
The ITSM Application Administrator shall be responsible for maintaining the ticketing system application.
These duties shall include but are not limited to: creation of new user accounts and assignment of role based access requests, troubleshooting system issues or data discrepancies, maintaining ticket verbiage/taxonomy structures for categorization, etc…
The ITSM Admin shall also continuously work with the ITSM hosting contractor to ensure that the system is available and working as planned.
The ITSM admin shall be responsible for system enhancement requests.