Senior Workflow Monitor

Springfield, Virginia
Dec 02, 2020
Dec 16, 2020
Full Time

Chenega Agile Real-Time Solutions (CARS)

Company Job Title: Senior Workflow Monitor

Clearance: TS/SCI

Location: Springfield, VA

Reports To: Workflow Monitor Manager

FLSA Status: Exempt, Full Time, Regular


The Senior Workflow Administrator provides 24 x 7 x 365 monitoring services of the customer IT enabled Mission Services and operational infrastructure.

Duties and Responsibilities:
  • Perform workflow management to monitor and support ticket workflows and queues, including requests, incidents, changes, and problem tickets.
  • Balance workloads, monitor, and support the management of the change, incident, and problem management processes.
  • Review, assign, monitor, reconcile, and support the management of tickets throughout their lifecycle.
  • Interface with IT service providers to ensure smooth and timely resolution of trouble tickets and reporting on unresolved tickets.
  • Maintain and monitor a transfer queue for misrouted tickets between service providers to ensure customer's issues are being addressed in a timely manner.
  • Provide technical assistance and telephonic support for service desk to Intel customers.
  • Maintain documentation of problems and meet Service Level Agreement Requirements for calls answered and resolved.
  • Help provide technical assistance and support for Workflow Management services.
  • Other duties as assigned

Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)
  • Associate degree plus 8 years of relevant experience
  • Operational experience with ServiceNow
  • Experience in the Intelligence Community

Knowledge, Skills and Abilities:
  • Ability to work core hours 12X5
  • Ability to obtain DoD and IAT Level II certifications within 6 months of hire
  • Foundation level certification in ITILv3 or bridge course is desired
  • Ability to demonstrate strong business and organizational skills and have outstanding communication skills, both verbal and written
  • Ability to exhibit excellent customer service and time management skills
  • Ability to handle confidential information with discretion
  • Ability to manage multiple tasks and be detail oriented
  • Must be a motivated self-starter
  • Must have attention to detail

Physical Demands: (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
  • While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee may use repeated motions that include the arms, wrists, hands and/or fingers. The employee is occasionally required to walk, stand, climb, balance, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.

Work Environment: (The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.)
  • The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment.
  • During visits to areas of operations, may be exposed to extreme cold or hot weather conditions. Is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and loud noise.

Chenega Corporation and family of companies is an EOE.

Equal Opportunity Employer/Veterans/Disabled

Native preference under PL 93-638.

We participate in the E-Verify Employment Verification Program.

Primary Location: United States-Virginia-Springfield

Organization: Chenega Agile Real-Time Solutions
Strategic Business Unit: Military Intelligence and Operations Support
Security Requirements: TS / SCI
Job Schedule: Full Time Exempt
Recruiter: Shanna Perez
Req ID: 2000003422

Similar jobs