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MaaS360 Subject Matter Expert (SME)
Ref No.: 17-15247
Location: Chantilly, Virginia
Position Type:Contract
Start Date: 04/05/2017
MaaS360 Subject Matter Expert (SME)
Location Street Address: 2733 Crystal Dr. City: Arlington, VA
Statement of Work:
This position is for a MaaS360 Subject Matter Expert (SME) to support high availability production systems support for IBM's contract with USAID. Location is Arlington, VA. The candidate must be able to gather requirements and help architect, plan and implement system solutions for a Mobile Devices to meet customer requirements. Off-shift coverage will be required for on-call support of Mobile Device systems. Candidate must have experience in development of implementation guides based on NIST 800-53 moderate and high impact baselines and also must have Federal customer experience. To be successful in this position, the candidate must also display excellent teamwork skills, written and oral communication skills, and formal documentation skills. Knowledge of the USAID environment is critical.

Task Description:

This position will be the MaaS360 SME the team for Mobile Devices for the USAID program. The duties of this position include
• SME responsibile for mobile device configuration and management.
• MaaS360 MDM Administration and Policy
• MaaS360 Cloud Extender Administration
• MaaS360 Enterprise Gateway Administration
• GoogleApps (G-Suite) Administration
• System management reporting daily, weekly, monthly
• Telecommunication device ordering and tracking and plan administration
• Yearly Bureau cost account tracking with Telecommunication
• Monthly Bureau cost overage tracking with Telecommunication
• Monthly Bureau device reporting
• Escalation point for Managed Mobile Device issues and/or end user tickets.
• Monitor and utilize the service desk ticketing system to resolve client issues in a timely manner.
• Identify trends in reoccurring tickets and focus on resolving globally. Target automated or scripted fixes instead of manual one-offs.
• Create and maintain processes and documents pertaining to the managed Mobile Device environment.
• Lead packages through the Software Introduction Process, ensure standard processes are followed and documented, and troubleshoot issues with the packaging process.
• Assist Mobile Device Engineers as time allows for improvements to the Mobile Device deployment process
• Recommend and provide tools to support the Mobile Device environment for tier two support personnel and software repackaging/sequencing.
• Responsible for timely resolution of assigned incident and change tickets within established Service Level Agreements (SLA)
• Use ServiceNow for creating and working incidents and change records
• Serves as liaison with clients, participating in meetings to ensure client needs are met

Experience in technology upgrades (hardware and software) is required. Familiarity with Google Apps, Microsoft Exchange, MaaS360, ProofPoint on Windows based networks is required to support all e-mail communication systems for USAID. The position will include providing Mobile administration support utilizing the ServiceNow ticketing and change management application. Perform corrupt data removal, provide support for spam, malicious emails, and IPLock settings, support mobile devices, and administer server support for Exchange servers as needed.

The work will be performed out of the client's facilities in Arlington, VA and Washington DC. Opportunities for telework are available.

Required skills/Level of Experience:

Position requires 5+ years of experience with the following:
• Experience working with virtual infrastructure (i.e. VMWare) required.
• Maintain current messaging systems to include migration of current messaging systems to Google Apps/GMAIL systems
• Managing and maintaining Google Apps, Microsoft Exchange, MaaS360, ProofPoint on Windows based virtual/physical servers.
• Recommend cost efficiencies where possible and adhere to chosen Service Level Agreements (SLAs)
• Support USAID in interfacing with current messaging archiving (Symantec E-vault)
• Experience with large scale datacenter operations

Position requires 5-8 years of experience with the following:
• MaaS360 MDM Administration and Policy
• MaaS360 Cloud Extender Administration
• MaaS360 Enterprise Gateway Administration
• GoogleApps (G-Suite) Administration
• System management reporting daily, weekly, monthly
• Telecommunication device ordering and tracking and plan administration
• Experience migrating large infrastructures from physical to virtual environments