Job Details

ID #16995851
State District of Columbia
City Washington
Job type Permanent
Salary USD TBD TBD
Source VariQ Corporation
Showed 2021-07-19
Date 2021-07-18
Deadline 2021-09-16
Category Systems/networking
Create resume

Application Systems (Batch Specialist) Analyst

District of Columbia, Washington, 20001 Washington USA

Vacancy expired!

Overview

VariQ is seeking an

Application Systems (Batch Specialist) Analystto support the

Department of Homeland Security (DHS) SEVIS contract

.

Additional Information:
  • Location: Washington, DC
  • Salary: Dependent upon experience
  • Available: Upon award, current in the proposal stage

Responsibilities

Primary Responsibilities:
  • Provide specialized skills and knowledge of a BATCH domain that help to ensure rapid resolution of incidents and service calls.
  • Provide secondary function for LII Application Services support for resolution of data corrections and fixes for SEVIS users.
  • Use Remedy and/or the provided CRM tool for tracking data-fix tickets assigned by LI or the SRC staff.
  • Coordinate with internal stakeholders and vendors to document, set up and test required components of Desktop Screen-Pop/Soft-Phone applications, workforce management systems and real-time and historical reporting systems.
  • Serve as a liaison between multiple business units and key stakeholders to resolve routing issues, support system upgrades and execute integration testing.
  • Prepare, consolidate and analyze daily, weekly, monthly and quarterly reports.
  • Schedule and attend weekly meetings with management.
  • Recommend process, procedure and call-flow changes to increase routing accuracy and customer satisfaction.
  • Work with SEVP management and Training staff to develop and execute upon request comprehensive training activities directly related to SEVIS releases, correction requests and data fixes.
  • Provide support to Department of State's Office of Exchange Coordination and Compliance and to the SEVIS staff on F, M and J visa cases.
  • Work with the SEVIS team to provide workarounds for incidents that cannot be permanently resolved immediately.
  • Perform the activities necessary for the immediate short-term resolution of incidents and service requests so that those customers can resume work as rapidly as possible following a service interruption.
  • Submit change requests to implement the corrective actions.

Qualifications

Education Requirements: The Application Systems Analyst shall have a minimum of a Bachelor's degree in a related technical discipline.

Help-Desk Institute (HDI) Technical Support Professional Certification required within 30 calendar days after Task Order award.

Experience Requirements: In addition to the educational requirement, the Application Systems Analyst shall have a minimum of five (5) years of experience with troubleshooting enterprise system issues and deconstructing detailed system logs to find root causes to issues; Navigating data from analysis and troubleshooting to apply proper mitigations and corrective measures where necessary; Compiling analysis in a comprehensive and intelligible way for escalation to the next level of support.

Relevant Experience (desired but not required): Experience with managing Contact Center operations that include web, chat, social media, SMS/text and mobile applications,

Experience that depict clear and detailed practical experience of all the following technologies:
  • Automatic Call Distributors (ACD).
  • Interactive Voice Response (IVR).
  • Knowledge base systems.
  • eXtensible Markup Language (XML), XML editing tools (XMLSpy is a plus), Hypertext Transfer Protocol (HTTP), Secure Sockets Layer (SSL) and client certificates.

OTHER DUTIES
  • This job description is not designed to cover a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities are subject to change at any time. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

PHYSICAL DEMANDS AND WORK ENVIRONMENT
  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions.
  • While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand, walk, sit, and reach with hands and arms. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

NOTE
  • All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

VariQ is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or any other protected class. We consider diversity and inclusiveness to be core to our culture, and central to our commitment to fostering an empowering and supportive workplace.

Vacancy expired!

Subscribe Report job