Continual Service Improvement Agent

Edgewater Federal Solutions is looking for a Continual Service Improvement Agent who can provide end-user support with processes for managing and delivering services that are ITIL conformant. The candidate shall resolve incidents, service requests, and problems associated with service failures or degradations that are related to hardware and software computing devices (including mobile equipment). Additionally, the candidate shall support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies.

Computer Field Services provide second-tier, desk-side computer support of computing hardware and software in NM, CA, D.C., and NV. Support is provided in both the unclassified and classified arenas, across the general campus, including in high-security buildings (HSBs).

The operating systems supported include approved and authorized versions of MS Windows, MacOS, and Linux (RHEL, Ubuntu). The hardware supported includes laptops, desktops, thin/zero clients running desktop-as-a-service (DaaS), virtual-desktop infrastructure, and associated peripheral devices.

As Continual Service Improvement (CSI) Agent, you will-be-asked to respond to incident management requests and service improvement project requests.
• Ability to work independently, prioritize tasks, and manage multiple projects simultaneously
• Ability to perform system analysis, design, improvement and/or implementation efforts. Collaborate with cross-functional teams to gather requirements and develop solutions to meet business needs.
• Participate in and lead service and process improvement projects.
• Excellent problem-solving skills and the ability to troubleshoot complex technical issues.
• Examine the unique needs and concerns of the business to develop relevant practices and procedures
• Perform quality review of processes and data models to ensure accuracy.
• Propose & develop existing tools and processes to deal with technical issues & enhance efficiency as business needs change.
• Stakeholder Communication: Maintain clear and consistent communication with stakeholders, providing regular updates on project or work product status, milestones, and any issues that arise.
• Collaborate with the ServiceNow Platform Admins to create, edit, and modify workflows, portals, and knowledge bases
• Design, develop, implement, and manage robust IT service management solutions in ServiceNow workflows, forms, reports, and integrations.
• Develop and maintain system documentation, including configuration changes, processes, and procedure
• Assist the MITI and Problem Management services with analyzing data for trends & potential problems.
• Provide automation solution to Enterprise End User Computing Services teams by leveraging scripting solutions in Powershell/Python/etc. to integrate with various information systems.
• Other duties as assigned.

• Bachelor's Degree in Computer Science or related field and minimum of two years of relevant work experience. In lieu of Bachelor's degree, 8 years of related experience.
• U.S. Citizenship is required per contract to obtain and maintain a U.S. Department of Energy Q clearance.
• Provide expertise in business process and system analysis, design, improvement, and implementation efforts and in translating business process needs into technical requirements.
• Provide expertise in change management and training support. Provide organizational and strategic planning for a wide variety of technical and functional environments.
• Provide expertise in, but not limited to, Configuration Management, Strategic Planning, Knowledge Management, Continual Service Improvement, Business Analysis, and Technical Analysis.
• Applies technical and operational knowledge under minimal direction, to configure, operate, and maintain information processing and telecommunications systems
• Analyzes performance statistics to support tuning, automation, and optimization activities
• Establishes, composes, and maintains security, capacity, and business continuity controls and documentation
• Interacts with an operating company or business segment to gain an understanding of the business environment, technical requirements, and organizational direction
• Collects, defines, and organizes detailed user requirements
• Defines, plans and deliverables for assigned projects
• Understands and complies with project budgets
• Conceptualizes, constructs, tests, implements, and/or operates integrated infrastructure solutions
• Recommends training plans; and leads continuous improvement activities.

Desired:

• ITIL Foundation certification
• IT Certifications to include CompTia, Microsoft or Apple Certifications
• Intermediate-to-advanced desktop support & trouble shooting skills
• Mac OS & application experience a plus.
• Knowledge of Computer Management Solutions, IT Cyber Policies, and common enterprise environments.
• Experience Leading IT teams or projects
• Strong analytical and organizational skills
• Superior communication and interpersonal skills are essential for collaborating with others, communicating to your supervisor, and speaking with various stakeholders

About Us:

Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Small Companies for 2018 through 2024.

It has been and continues to be the policy of Edgewater Federal Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other statuses protected by applicable law.