User Support, Senior Analyst (E2 Solutions Customer Support Specialist)

Clearance Required:

Public Trust

Education Required:

BA/BS

US Citizenship:

Required

Summary

The MIL Corporation is seeking a User Support, Senior Analyst (E2 Solutions Customer Support Specialist) to provide Tier 2, E2 Travel system support for a Federal Government client in Gaithersburg, MD. The E2 Solutions Customer Support Specialist will provide Tier 2 support to NIST's customers using the NIST Travel System, E2 Solutions (also known as E2). This does not include general E2 service issues, which are handled by a separate NIST Tier I help desk who initially receives the customer issue.

Responsibilities

• Apply thorough functional knowledge and understanding of the NIST E2 Solutions products and services in order to help resolve incidents and end-user service requests.
• Adhere to BSD support service level objectives Ticket Priorities and Service Levels for the incidents and service requests as shown below
• Advise and assist users in problem-solving activities using information center tools (e.g. E2 Find Answers using knowledge articles, open ServiceNow tickets, previously closed ServiceNow tickets, ServiceNow knowledge articles, documentations available on the LAN) to utilize known solutions for common issues and/or questions
• Apply service delivery best practices across multiple lines of engagement (i.e. e-mail, phone, walk-in, etc.) and properly document associated steps performed on ServiceNow ticket(s).
• Provide analysis and recommendations to BSD management for re-engineering, with an understanding of technical problems and solutions as they relate to the current and future business environment
• The Contractor shall update existing training materials on a quarterly basis to reflect any system enhancements or changes that have been released since the last version of the document and participate in quarterly training sessions led by federal training resource(s)
• Advise and assist users in problem-solving activities using E2 and/or NIST Portal resources to resolve problems
• Apply thorough functional knowledge and understanding of BSD E2 Solutions products and services in order to help resolve incidents and end user service requests.
• Develop and document user business requirements for BSD's E2 products and services and ensure that the requirements
• Assist in organizing, preparing, and conducting user training were properly implemented.
• Provide analysis and recommendations to BSD management and educational programs for E2 for re-engineering, with an understanding of technical problems and solutions as they relate to the current and future business environment
• Recommend process changes to BSD management for integrating new processes with existing ones and communicating these changes to impacted Business Systems teams

Required Qualifications

• 2+ years of experience supporting a call center or help desk
• Excellent communication skills
• Ability to explain technical matters to non-technical people
• Ability to produce written reports and visual aids
• Ability to work in a fast-paced team environment
• Ability to clearly communicate and share solutions and information with fellow team members
• Ability to work with a spirit of service, knowledge sharing, and cooperation in a dynamic team
• Per federal guidelines, you may be required to show proof of COVID-19 vaccination or willingness to obtain vaccination.

Education

HS/GED

Clearance

All applicants for this position must be able to obtain and maintain a Public Trust clearance ; please note that the clearance process considers financial background aspects.

Why MIL?

MIL is a dynamic workforce of industry professionals who deliver world-class solutions in cyber, engineering, financial management, and information technology - and we are looking for candidates like you. Whether you're fresh out of college or the military or well into your professional services career, MIL has great job opportunities that might be right for you.

Here at The MIL Corporation, we pride ourselves on the family-like environment instilled amongst our team. Our employees love working here, and it truly shows through our various recognitions & awards. Some of our most recent awards include:

• 2020, 2019, 2018, & 2017 Top Workplaces Award, The Washington Post (Washington, D.C.)
• 2020, 2017 Top Workplace Award, Greenville Business Magazine, Columbia Business Monthly, and Charleston Business Magazine (South Carolina)
• 2019 & 2018 Certified Great Workplace, Great Place to Work®
• 2018 Fortune, Great Place to Work: Best Place to Work for Diversity
• 2018, Above & Beyond Award, Employer Support of the Guard and Reserve (ESGR), Department of Defense

If your goal is to help the federal government deploy leading technologies, improve financial management, or defend the nation in cyberspace, The MIL Corporation welcomes you. Become a part of something greater, where you, the people, make the difference.

The MIL Corporation is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity and sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.