NGGS Team Lead

Overview

GovCIO is currently hiring a Team Lead that will be a part of our EPA ESSET team, providing team leadership, application support activities, and service desk support for the EPA Next Generation Grant System (NGGS). This position will be within the United States and will be a full remote position.

Responsibilities

• Master all aspects of User Roles and Use Cases for the EPA Next Generation Grant System. This includes KB articles, SOPs, and related training documentation.
• Develop, prepare and present daily and weekly status reports to the customer on ticket counts, tickets resolved, performance metrics, and classifications and categories.
• Develop strategies to tackle on-going issues and mitigate future issues.
• Coordinate with Application Development team (ITED) and Infrastructure contractor (MAINES) on change planning, outage management, and incident and problem management.
• Reports all activities and observations to the project manager and assists in finding resolutions to all outstanding issues
• Monitor incoming calls and incident tickets and SRs for trends. Quantifies patterns and identifies potential for additional training or problem management activities based on data analysis.
• Maintains accurate records of all service desk related activities
• Coordinate with the customer and other support groups to manage outages and degradations and facilitate communications to staff and end-users
• Oversees training and performance of NGGS Application Support / service desk staff
• Provides coaching to service desk agents to address performance issues and create clear, attainable goals
• Collaborate with Tier three support groups to establish relationships, prepare for changes and updates to the environment, and gather support documents
• Open and actively manage ServiceNow helpdesk tickets
• Escalate high priority issues reported using established guidelines & policies for ESSET and NGGS workstreams
• Investigate issues and test reported issues to assist in root cause analysis, diagnosis, and remediation activities. Provide written status and analysis to date in a clear, concise manner.
• Leveraging your mastery of User Roles and Use Cases, as well as current and approved SOPs and KB articles, coordinate directly with users to troubleshoot issues and/or collect information to assist the testing and development teams through resolution
• Flow down expectations to Application Support staff:
  • Effectively communicates step-by-step solutions to end-users
  • Actively manage NGGS tickets and end user request inbox
  • With direction and prioritization from the Tier 3 NGGS lead, manage ticket queue for all reported issues
  • Quickly understand the client's business issues and data challenges
  • Support the creation and maintenance of Standard Operating Procedures and other knowledge management materials
  • Run daily checks and test applications on NGGS and related systems per the SOPs.
  • Create and manage ServiceNow reports used to track and report NGGS activities and trends to upper management
  • Communicate both written and orally with the project team and the client about technical and end user issues
  • Support testing activities as needed (UAT, DR exercises, etc.)
  • Support meetings with Customer and Business POCs

Secondary Responsibilities

• Support the creation and maintenance of training materials (User Guides, Adobe Captivate videos, Job Aids, etc.)
• Identify opportunities, task, and oversee the following for high quality deliverables: KB updates, call fielding, or other Tier 2 activities adjacent to the NGGS application.
• Support requirements development and management
• • Assist in capturing and defining new requirements and updating existing requirements
  • As directed, coordinate with the development team on how best to implement enhancement requests or requests for new functionality
  • As directed, support communication with the business concerning the modification of or addition to requirements
• Analyze and document business processes
• Work with technical team on custom application development

Qualifications

Bachelor's with 12+ years (or commensurate experience)

Required Skills and Experience

• 7+ years of application operations support
• 5+ years experience leading teams of at least 5 people
• 3+ years' experience Help Desk Support. This experience can be substituted with comparable application operations support noted below.
• Experience with ServiceNow, Jira, or a Salesforce CRM platform used for End User Ticket management.
• Proficient in Microsoft Office Suite and SharePoint
• Ability to work independently and as a team leader in a hybrid-remote work environment
• Experience documenting customer issues and requests
• Excellent verbal and written communication skills, including proper phone/email etiquette
• Follow processes to resolve incidents and problems in a timely, high-quality manner.

Clearance Required: Must be able to acquire an EPA Public Trust

Preferred Skills and Experience

• Pattern recognition in support of Incident and Problem Management
• Big picture thinking to field, trace, and resolve incidents and problems
• Possess a growth-oriented mindset to identify friction points and propose solutions to common end-user challenges.

Company Overview

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

What You Can Expect

Interview & Hiring Process

If you are selected to move forward through the process, here's what you can expect:

• During the Interview Process
• Virtual video interview conducted via video with the hiring manager and/or team
• Camera must be on
• A valid photo ID must be presented during each interview

• During the Hiring Process
• Enhanced Biometrics ID verification screening
• Background check, to include:
• Criminal history (past 7 years)
• Verification of your highest level of education
• Verification of your employment history (past 7 years), based on information provided in your application

Employee Perks

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:

• Employee Assistance Program (EAP)
• Corporate Discounts
• Learning & Development platform, to include certification preparation content
• Training, Education and Certification Assistance*
• Referral Bonus Program
• Internal Mobility Program
• Pet Insurance
• Flexible Work Environment

*Available to full-time employees

Our employees' unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an "at-will position" and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.

Posted Salary Range

USD $115,000.00 - USD $160,000.00 /Yr.