Continual Service Improvement Agent - 2067

Overview

Position: Continual Service Improvement Agent
Location: Albuquerque, NM
Salary Range: $25.63 - $35.63 per hour
Clearance: Clearable to Q

KeyLogic is looking for a Continual Service Improvement Agent who can provide end-user support with processes for managing and delivering services that are ITIL® conformant.

The candidate shall resolve incidents, service requests, and problems associated with service failures or degradations that are related to hardware and software computing devices (including mobile equipment).

Additionally, the candidate shall support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies.
Computer Field Services provide second-tier, desk-side computer support of computing hardware and software in NM, CA, D.C., and NV.

Support is provided in both the unclassified and classified arenas, across the general campus, including in high-security buildings (HSBs).
The operating systems supported include approved and authorized versions of MS Windows, MacOS, and Linux (RHEL, Ubuntu).

The hardware supported includes laptops, desktops, thin/zero clients running desktop-as-a-service (DaaS), virtual-desktop infrastructure, and associated peripheral devices.
 
  

Responsibilities

- Ability to work independently, prioritize tasks, and manage multiple projects simultaneously
- Collaborate with cross-functional teams to gather requirements and develop solutions to meet business needs.
- Participate in and lead service and process improvement projects.
- Excellent problem-solving skills and the ability to troubleshoot complex technical issues
- Examine the unique needs and concerns of the business to develop relevant practices and procedures.
- Perform systems capacity analysis and planning.
- Perform quality review of processes and data models to ensure accuracy.
- Propose & develop existing tools and processes to deal with technical issues & enhance efficiency as business needs change.
- Apply project management principles to plan, execute, and coordinate delivery of complex initiatives on time and within scope, while effectively managing stakeholder expectations.
- Stakeholder Communication: Maintain clear and consistent communication with stakeholders, providing regular updates on project or work product status, milestones, and any issues that arise.
- Collaborate with the ServiceNow Platform Admins to create, edit, and modify workflows, portals, and knowledge bases
- Design, develop, implement, and manage robust IT service management solutions in ServiceNow workflows, forms, reports, and integrations.
- Develop and maintain system documentation, including configuration changes, processes, and procedures
- Assist the MITI and Problem Management services with analyzing data for trends & potential problems.
- Provide automation solution to Enterprise End User Computing Services teams by leveraging scripting solutions in Powershell/Python/etc.

to integrate with various information syste...