CGI is seeking motivated individuals who are passionate about helping clients achieve excellence. We have a position open within our Capability Delivery project supporting the Office of the Undersecretary of Defense for Acquisition, Defense Pricing, Contracting, and Acquisition Policy.
The Service Desk Specialist supports an overarching platform for acquisition visibility data, analysis, and user interface known as the Defense Acquisition Visibility Environment (DAVE). Qualified candidates will be problem solvers who are excellent communicators, can work with clients and users through complex problems, and can creatively find ways to support the acquisition community.
This position is located in our Alexandria, VA (Mark Center) office; however, a hybrid working model is acceptable.
-Address incoming service requests (phone calls, emails) from customers in the DoD Acquisition Community; provide first level support; document each incident, verifying customer information and including all troubleshooting steps
-Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with standards; escalate problems to appropriate individual/ group
-Manage tickets from start to finish in Jira to follow bug fixes and functionality improvements to support the user community
-Assist in the resolution of user and support issues to ensure timely distribution of knowledge and positive impact on user satisfaction
-Routinely contribute to the Service Desk Knowledge Base
-Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity
-Develop and maintain current knowledge of relevant software capabilities and support policies to provide accurate solutions to customers
-Participate in team projects that enhance the quality or efficiency of Service Desk support; assist with user acceptance testing and other special capability-related issues as needed
-Under general supervision, employee will be expected to exercise sound and independent judgment and consistently exercise discretion
-Develop and iteratively improve designed user trainings. May be asked to develop and deliver specific capability training for specific audiences
-Collaborate with communications team with content generation based on common user questions or issues, support the development, creation, or editing of training videos
-Conduct reviews across system to make sure appropriate information is displayed and updated
-Other duties as assigned
-Additional Project Management Responsibilities:
Utilize required/relevant tools and methods to promote effective, efficient program management processes and deliverables
Develop understanding of program work streams, projects, and product lines to assist i
Due to the nature of this government contract, US Citizenship is required.
-The selected candidate must be able to obtain and maintain a Secret clearance.
-Experience: 2 years of directly related professional experience
-Excellent communication skills, verbal and written
-Experience working in a multi-functional environment alongside developers, database
engineers, designers, and analysts
-Proficiency in organizational skills, effective task prioritization, and keen attention to detail
-Curiosity to understand different perspectives and bring creative solutions to the table
-Demonstrated ability to take ownership of tasks and drive to completion
-Microsoft Excel experience
Desired qualifications/non-essential skills required:
-Proficiency in Atlassian Software Development and Collaboration Tools (Confluence and Jira)
-Previous experience in DoD automated information systems (acquisition information systems is a bonus)
CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and license and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $61,900.00 - $150,800.00.
CGI Federal's benefits are offered to eligible professionals on their first day of employment to include:
• Competitive compensation
• Comprehensive insurance options
• Matching contributions through the 401(k) plan and the share purchase plan
• Paid time off for vacation, holidays, and sick time
• Paid parental leave
• Learning opportunities and tuition assistance
• Wellness and Well-being programs
Preferred:
•Proficiency in Atlassian Software Development and Collaboration Tools (Confluence and Jira)
•Previous experience in DoD automated information systems (acquisition information systems is a bonus)
•DoD Acquisition experience
•Understanding of the Adaptive Acquisition Framework or DODI 5000 series
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All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.
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