Req ID: RQ216967
Type of Requisition: Regular
Clearance Level Must Be Able to Obtain: None
Public Trust/Other Required: BI Full 6C (T4)
Job Family: Program Delivery and Execution
Skills:
End Users,Help Desk Support,Information Technology (IT),Information Technology Project Management,Systems Development
Experience:
5 + years of related experience
Job Description:
GDIT is hiring a Project Analyst - Lead to support ongoing project, change, and user management efforts while also overseeing a team of project analysts and support assistants providing technical support to a federal agency. The Project Analyst - Lead will manage small technical projects and is responsible for identifying, tracking, resolving, and/or escalating reported technical issues to appropriate resolver groups.
Position Duties **:
Performance oversight and onboarding:**
Monitors help desk staff performance and progress towards annual goals, providing training and feedback as necessary.
Provides oversight of the quality of work and deliverables rendered to the customer and user community.? Conducts ongoing quality assurance reviews to ensure help desk staff members adhere to escalation and documentation requirements within support requests.
Trains new staff in all aspects of support within the help desk team and internal GDIT processes.???
Stays abreast of technical roadmap and remains current on changing policies, processes, and delivery requirements within the Division of Technology, disseminating necessary information to GDIT help desk staff.
Provides suggestions on process improvement and leads knowledge management efforts across the team.
Regularly monitors and supports general professional development of team members, ensuring all staff possess the specific knowledge and expertise required to maintain compliance with service delivery thresholds and timelines.
Reviews monthly reports. Approves and submits consolidated team reports within identified due dates monthly.
Coordinates leave requests across the team, ensuring adequate coverage planning and communication as necessary.
Evaluates trends and monitors dashboard analytics to ensure adherence to response time metrics.
Supports stakeholders within the Division of Technology with project management tasks to ensure alignment with technical requirements and end user needs.
Attends and organizes change management meetings, reviews, and assists in assessments and user notification, and tracks implementation.
Supports IT governance processes and gate reviews.
Leads SCRUM meetings when needed and supports the identification of blockers and solutions.
Provides responsive, consistent, and reliable support to a customer base and user community providing mission critical support.
Provides structured support for customer support requests and escalates to development and operations teams when appropriate.
Establishes and maintains documentation requirements and logs all support requests into designated Service Console.
Conducts troubleshooting of end user issues across designated platforms, escalating to identified resolver groups as needed. Works effectively with cross-functional teams to identify and resolve issues.
Implements various projects, develops work plans, and ensures timely completion as required.
Manages business applications and provides support to end users of designated systems. Performs system administration and user management tasks such as resolving access issues, processing name changes, and updating email information to facilitate system access.
Other projects as assigned.
Qualifications:
Requires a BA/BS in computer science, information technology, or a related field with at least 5 years of related experience.
Previous experience leading team in a service desk or technical capacity preferred.
Demonstrated ability to provide team coordination and senior level oversight of staff, preferably in a service desk or technical environment.
Knowledge of System Development Life Cycle (SDLC) and experience in IT project management and methodologies, including Agile/SCRUM.
Experience utilizing a Customer Relationship Management system (Salesforce, ServiceNow, etc.). Salesforce admin experience preferred.
Robust customer service skills are required.
Strong analytical and problem-solving skills.
Strong interpersonal skills for communicating with internal and external personnel of all levels.
Ability to keep sensitive information protected.
Additional Requirements:
This position requires an existing T4 Public Trust or the ability to obtain one.
Position is 100% remote and may require occasional travel to Washington, DC.
The likely salary range for this position is $93,662 - $103,500. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
