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 objectivesResolving tier 2 or higher incidents, known problems and service request within areas of responsibilityEscalating 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 What You Will Need:BA/BS or 4 years of relevant experience in lieu of degreeAbility 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 motivationFoundation level certification in ITILv3 or bridge courseProficient in Cisco Unified Communications Manager (CUCM) VoIP networksFamiliar with DoD/IC Voice/Video technologies and integration methodsAbility to work in a dynamic environment and effectively interact with numerous DOD, military/civilian personnel and industry partnersDemonstrated experience in analysis simulation environment, configuring/troubleshooting software/hardware enhancements, application deployments, and infrastructure upgrades in a dynamic information systems hosting environmentPossess a high degree of originality, creativity, initiative requiring minimal supervision