Job Description NETWORK ADMINISTRATOR WORKFLOW MANAGER Responsibilities: Monitoring and managing tickets assigned to areas of responsibility with the goal of meeting pre-defined contractual service level agreement (SLAs) Interacting with customers to identify their specific requirements and provide expert advice and direction on optimal and efficient means of achieving their objectives Resolving tier 2 or higher incidents, known problems and service request within areas of responsibility Escalating tickets and allocating appropriate resources for assignment and tasking across the Incident Management Case Management and Problem Management Identifying areas of improvement to address gaps and/or improve efficiency Working with technicians, team leads, and other workflow personnel to ensure on-time scheduled service delivery Helping implement support training and participating in continuous improvement activities Configure VLANs, firewalls, switches, routers, and other networking technologies. Support Cisco Unified Communications suite of technologies, to include VOIPs and telepresence. Other duties as assigned Qualifications What You Will Need: BA/BS or 4 years of relevant experience in lieu of degree Ability to travel up to 25% 3+ years of experience in a network administrator position 1-2 years of technical experience in an operational environment directly interfacing with the customer (Service Desk, Desktop support, network operations, system admin). Must be DoD 8570.01-M compliant, IAT II. (CCNA Security, CySA+, GICSP, GSEC, Security+, or SSCP) Current CCNA certification Preferred Qualifications Operational experience with Remedy or ServiceNow Ability to work well with others in a team environment and display initiative and motivation Foundation level certification in ITILv3 or bridge course Proficient in Cisco Unified Communications Manager (CUCM) VoIP networks Familiar with DoD/IC Voice/Video technologies and integration methods Ability to work in a dynamic environment and effectively interact with numerous DOD, military/civilian personnel and industry partners Demonstrated experience in analysis simulation environment, configuring/troubleshooting software/hardware enhancements, application deployments, and infrastructure upgrades in a dynamic information systems hosting environment Possess a high degree of originality, creativity, initiative requiring minimal supervisionJacobs is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, medical condition, marital or domestic partner status, sexual orientation, gender, gender identity, gender expression and transgender status, mental disability or physical disability, genetic information, military or veteran status, citizenship, low-income status or any other status or characteristic protected by applicable law.Learn more about your rights under Federal EEO laws and supplemental language.