Operations Support Specialist
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Job Description
Operations Support Specialist supporting USCIS DMOS program at ITC Federal. Focusing on delivery management operations support services in a remote capacity.
Responsibilities:
- 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
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