Leidos has an opening for a Business Process Analyst in our Baltimore MD office.
The successful candidate must have organizational skills, time management skills; Project Management experience and must be able to support Management and keep tracking of the technician’s day to day operational tasks.
Understand all networking principles, through a process oriented approach, ability to demonstrate excellent written and verbal communications skills, good working knowledge of MS Outlook and e-mail messaging. Working knowledge and experience with Remedy, Service Now (SNOW), MS Office Suite, and communications tools such as Lync and Skype for Business. Ability to interface with Technical staff, customer, and management. Good organizational skills. Good time management skills; Project Management experience.
Perform asset management in Service Now (SNOW) database. Use Remedy to monitor tickets in the Regional Office Deskside Support queues and work with multiply functional groups across CMS program. Provide on-site support to Dell during the Dell RefreshReplacement Project or any Deskside Support related projects. Coordinate activities between Dell and customer/users schedule. Produce Ad Hoc technical support for Dell. Coordinate customer IT moves in the Regional Office.
Candidate must have experience keeping accurate track of assets deployed by the technicians and updating records in Remedy and/or Service Now (SNOW).
Candidate must have experiences and/or understanding with desktop applications, mobile devices (ie. iPhones, tablets) network and desktop printers and other hardware devices.
Candidate must have excellent customer service skills, a team player, adhere to
Standard Operating Procedures (SOP) and updating process. In addition to ensure the technicians are following the process and procedures. The candidate must be willing to go the extra mile in a fast pace environment to service the customer with a positive attitude.
Candidate must be flexible in traveling to the 10 Regional Offices including Washington, DC, Bethesda, MD and Central Office when required.
Bachelors degree from an accredited college in a related discipline, or equivalent experience/combined education, with 6 years of professional experience; or 4 years of professional experience with a related Masters degree. Considered career, or journey, level.