Who We’re Looking For!...
This position supports user experience, actively engages in the technology lifecycle process, and provides high-level service operation skills. The user experience duties consist of providing innovation and research of technologies, follow through of technology integration (training/use of technology), and expertise to support strategic and business unit initiatives. The technology lifecycle support process helps guide the process and provides product ownership duties for the agency. The high-level service operation activities include providing and maintaining ITIL-based frameworks around Problem, Incident, and Request fulfillment processes and procedures. This role uses insight and analysis of service support functions and service tickets to help guide the IT Solution Center to a more proactive and mature environment.
This position provides expert level technical assistance in support and preparation of desktop supported services, customer systems, and hardware tools. This position will partner with technology and business experts, the PMO, ETF business analysts, and end users to plan, and coordinate IT’s end-user service delivery efforts. This position is a liaison between business users and technical staff to facilitate solutions to problems. The incumbent proactively assists the Service Support Lead to develop business user how-to instructions, training, and service portals.