22 hours

Client Support Administrator - Cloud Technologies

Rockville, MD 20850
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Business Group Highlights

Health

The Health group provides solutions to help government healthcare agencies lower administrative costs, reduce fraud and abuse, and improve the quality of services for individuals. We also provide analytics that combine clinical knowledge with big data technology and techniques to transform petabytes of data into meaningful solutions for our customers.

Responsibilities

This position will handle a variety of responsibilities including Perspecta Cloud Support team project management, client support and communication with the FDA Business Centers, and act as a Perspecta point of contact for the FDA business leaders, application teams and the Perspecta Cloud Support team.

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.

Responsibilities:

Provide Project Management support for AWS Cloud activities, including developing schedules, coordinating Perspecta team resources and tracking project tasks to completion.

Use Change Mgmt tools (ServiceNow) and processes to coordinate, resource and schedule the implementation of client change requests for the FDA AWS Cloud.

Use Incident Mgmt tools (ServiceNow) and processes to track FDA AWS Cloud issues and provide data that measures performance.

Coordinate the resolution of AWS Cloud issues that may include server provisioning, storage network, security, email, Citrix, and telecommunications in coordination with the FDA and Perspecta Cloud Support team(s).

Participate on Priority 1 Incident bridge calls and help bring critical IT infrastructure incidents to resolution.

Coordinate root cause analysis efforts to completion for Perspecta Cloud Support issues.

Coordinate the communication, escalation, and resolution of Perspecta Cloud Support issues, incidents or project delays.

Serve as a point of escalation for Perspecta Cloud Support issues, including incident resolution.

Work with the Perspecta Cloud Support, Server and Network Operations teams to coordinate any necessary IT support for FDA AWS Cloud project issues or incidents.

Attend internal and client meetings as required.

Assist with the creation and/or validation and maintenance of application infrastructure documentation, (e.g. Concept of Operations (ConOps), Standard Operating Procedures (SOPs), and Target State Diagrams (TSDs)).

Qualifications

Requires 5 to 8 years with BS/BA or 3 to 5 years with MS/MA or 0 to 2 years with PhD.

Or appropriate experience in lieu of degree

Requirements

Experience with direct client/customer support in a corporate setting required

Previous experience with ServiceNow desired.

4+ years of technical datacenter project management experience 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.

Must be a US Citizen or a US Permanent Resident.

About Perspecta

What matters to our nation, is what matters to us. At Perspecta, everything we do, from conducting innovative research to cultivating strong relationships, supports one imperative: ensuring that your work succeeds. Our company was formed to bring a broad array of capabilities to all parts of the public sectorfrom investigative services and IT strategy to systems work and next-generation engineering.

Our promise is simple: never stop solving our nations most complex challenges. And with a workforce of approximately 14,000, more than 48 percent of which is cleared, we have been trusted to just that, as a partner of choice across the entire sector.

Perspecta is an AA/EEO Employer - Minorities/Women/Veterans/Disabled and other protected categories.

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As a government contractor, Perspecta abides by the following provision
PAY TRANSPARENCY NONDISCRIMINATION PROVISION
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Industry

  • Information Technology
Posted: 2020-02-22 Expires: 2020-03-23

With offerings in mission services, digital transformation and enterprise operations, our team of 14,000 engineers, analysts, investigators and architects work tirelessly to create innovative solutions. We have the expertise and experience not only to devise solutions, but to execute on them successfully.

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Client Support Administrator - Cloud Technologies

Perspecta
Rockville, MD 20850

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