Business Group Highlights
This position will handle a variety of responsibilities including client support and communication with the assigned FDA Business Centers, and act as the primary Perspecta point of contact for the FDA business leaders and application teams.
This position is responsible for ensuring that Perspecta delivery activities and contract deliverables meet client requirements. The candidate must possess excellent verbal and written communication skills, applied in a customer-facing environment. Candidate should be comfortable working in a customer-driven environment and willing to work flexible hours. Periodic after hours support may be required when engaged with customer issues and incident resolution and escalations.
Use Change Mgmt tools (ServiceNow) and processes to coordinate, resource and schedule the implementation of client change requests.
Use Incident Mgmt tools (ServiceNow) and processes to track issues and provide data that measures performance.
Liaison in resolving issues that may include server provisioning, storage network, security, email, Citrix, and telecommunications.
Participate on Priority 1 Incident bridge calls and help bring critical IT infrastructure incidents to resolution.
Coordinate root cause analysis efforts to completion.
Coordination of communications, escalations, and resolutions.
Serve as the point of escalation for all Contractor-supported IT Services including incident resolution.
Coordinate any necessary IT support for Center application deployments.
Attend internal and client meetings as required.
Provide consultation and engineering architectural design input as required (server provisioning, storage and network).
Assist with the creation and\or validation of application infrastructure documentation, (e.g. Current State Diagrams (CSD), Target State Diagrams (TSDs)).
Create, manage, and maintain Standard Operating Procedures (SOPs) and dictionary on Data Center Terms.
Requires 5 to 8 years with BS/BA or 3 to 5 years with MS/MA or 0 to 2 years with PhD.
Or equivalent experience in lieu of degree
Experience with direct client/customer support in a corporate setting required.
Previous experience with ServiceNow desired.
4+ years of technical datacenter experience as a Server Admin (Unix/Solaris/Linux/Windows) or Network Admin (firewall/Authentication) desired.
4+ years of technical management, technical consulting, project management/administration experience in an enterprise environment strongly preferred.
PMP certification desired but not required.
ITIL V3 certification desired but not required.
Incident, Problem and/or Change Management experience desired.
Experience with documentation and technical writing a plus.