NCDOT - Service Support Analyst - Expert Normal

The Service Support Analyst is a senior level resource working with the Enterprise Services Manager supporting Incident and Change Management services for the Operations and Maintenance on the Facilities Access Control System(FACS) / Genetec

• This is a remote position. However, the candidate must currently live in NC and stay in NC for the duration of the engagement.

The Service Support Analyst role will be part of the Incident Management and Change Management effort handling incidents by assisting the NCDIT Manager / Supervisor, providing seamless business support in FACS and executing the Service Level Agreement (SLA) for FACS operations and maintenance. The focus will be to address the Customer s immediate business and assist with the triage & resolution of incidents. This position will be part of the Agency Planning, Analysis, Solution Design, and Implementation, and support continuous technical application integrations, software maintenance and application support leadership across the application tiers (System Integration, QC (UAT) & Production) for the Building Services Unit supporting the Division of Highway s Facilities Maintenance Business Area. This resource will assist the Enterprise Services Manager / Supervisor with

Support all Operations and Maintenance activities

Support the technical work efforts and ensure customer deliverables are met

Provide support with the delivery of software solutions for our business stakeholders utilizing the Software Development Life cycle methodology (SDLC)

Contribute to system documentation that supports the designed application from initiation to implementation

Support the testing of FACS solutions by serving as a tester

The Service Support Analyst position will also serve the application support team, testing the operations and maintenance initiatives. This position will work on various work streams focusing on the NCDMV business areas as well as any other initiatives defined by the Enterprise Services Manager / Supervisor. The resource will be expected to document technical initiatives across DMV and DIT in various capacities

Work cross-functionally and collaborate with other IT disciplines to primarily coordinate all incident management and some portion of change management functions across the application tiers

Support all Operations and Maintenance initiatives and assist the Incident Lead with the delivery of software solutions

Investigate problems and other requests for the application support team to determine appropriate actions to be taken to solve these problems

Contribute with the creation of site-specific help guides like Knowledge Base (KB) articles in ServiceNow

Provide support for the testing and training for User Acceptance with business partners

Contribute to test materials required to satisfy business requirements including test strategy, test cases, defect reports and test summary

Communicate and provide status on work progress

Minimum Education and Experience Preferred :

Bachelor's degree in computer science or an IT related field or related technical degree from an appropriately accredited institution and three years of progressive experience in a distributed software services and working across enterprise software environment(s) or equivalent.

(OR)

Associate degree in computer science or an IT related field or related technical degree from an appropriately accredited institution and four+ years of progressive experience in a distributed software services and working across enterprise software environment(s) or equivalent.

(OR)

High School or General Education Development (GED) diploma and seven+ years of experience in a distributed software services and working across enterprise software environment(s) or equivalent; or an equivalent combination of education and experience

Required / Desired Skills

Skill

Required / Desired

Amount

of Experience

Good understanding / knowledge of all applications development, maintenance and support across an IT enterprise

Highly desired

Years

IT experience in a distributed client / server or web services environment or equivalent experience in the IT Profession

Highly desired

Years

Service / Help desk experience / knowledge for software support with the preference of ServiceNow or an equivalent software solution

Highly desired

Years

Ability to create and maintain required documentation. This includes documenting customer requirements, design flows and systems flows

Desired

Years

Understanding of the Best practices and standards for application processes and security measures to prepare documentation

Desired

Years

Knowledge of specialized computer programming languages; and of coding processes and security measures.

Highly desired

Years

Ability to evaluate and analyze existing applications and define problems effectively to make recommendations

Highly desired

Years

Under the direct supervision of the IT Manager / Supervisor, provides support and assistance to users in the use of hardware, application s / w, n / w, etc.

Desired

Years

Support network administration (including hardware and software installation, configuration) as necessary to improve and maintain the IT Systems

Desired

Years

Written and verbal communications are clear, concise and achieve intended objectives contributing to Knowledge Base and Technical Document

Highly desired

Years

Provide both on site and telephone support assistance to systems, equipment, and end users; focus on end-user s support, routine maintenance

Desired

Years

Basic Knowledge and understanding of software code maintenance, configuration review and SDLC

Desired

Years

Basic Knowledge of SQL Server with the ability of writing SQL queries to perform data extracts

Desired

Years

Basic Knowledge of office applications (i.e., MS Excel, MS Word, MS Project, MS Visio, and PowerPoint)

Highly desired

Years

Written and verbal communications are clear, concise and achieve intended objectives

Highly desired

Years

Questions

No.

Question

Question1

Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement?

Question2

The candidate must live and work in NC for the duration of this engagement. Do you accept this requirement?

Question3

Please list candidate s email address.

Question4

Please indicate how soon this candidate is available to start work. Vendors are encouraged to submit candidates that are available for the duration of the assignment.

Question5

Vendor must disclose to the agency if the candidate will be subcontracted at the time of submission. Do you accept this requirement?

Question6

Vendor must notify the agency if any portion of the requirements listed in this task order is to be outsourced to other countries. Do you accept this requirement?

Question7

Candidates submitted above the rate of - will not be considered. Do you accept this requirement?

Question8

Payment for all approved hours will be paid at the straight hourly rate regardless of the total hours worked by the engaged resource. It is the responsibility of the supplier to adhere to any applicable compensation laws including payment for overtime hours. Do you accept this requirement?

Question9

Please confirm you have thoroughly validated, and attest to the accuracy of, the credentials listed throughout this candidate s VectorVMS profile and resume pursuant to Section 5.2.5 of ITS-009440. Do you confirm?