Job Title: Technical Specialist 4
NFP Rate: $86.29
Will close to submissions: Thursday 2/14/2019 at 10:00am EST
Interviews: Candidates who are local and/or can interview onsite will be given preference.
This position is going to involve visibility with FCDC customers so the ideal candidate will be extremely polished and comfortable with having crucial conversations with all levels of our organization.
FRANKLIN COUNTY DATA CENTER
Open Contractor Assignment
Title: Service Provider Technical Specialist
Estimated Length of Assignment: 6 Months *Assignment may end at any time.
SUMMARY
The Service Provider Technical Manager is expected to possess experience in integrating multi-technology platforms, solid communication skills, and a desire to tackle the complex technical problems. Must be able to demonstrate an effective knowledge of ServiceNow and ITIL process. This position will need to have basic understanding of the underlying technologies utilized in the county, as outlined below, and perform basic troubleshooting.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Include the following, other duties may be assigned.
- Manage tickets related to the service provider. This would include communications with partner agencies as well as the service provider.
- Create and manage change requests in ServiceNow related to the service provider. This includes any follow up and ensuring that changes have been implemented completely and correctly.
- Take and handle phone calls after hours. Perform basic troubleshooting related to tickets called in.
- Manage and provide reporting and metrics on the service provider.
- Act as the primary point of contact for the service provider liaison.
- Manage and follow up on project and request related work for the service provider.
- Manage and update run books as it relates to items with the service provider.
- Provide after-hour support and act as the primary contact point off hours.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- EXCELLENT communication skills
- ServiceNow and ITIL experience are a MUST have
- Ability to work on-call and after hours
- Solid technical background and general understanding of a multi-tenant hosted services environment.
- Experience with incident ticketing systems, workstation management systems and desktop imaging.
- Strong proficiency in general troubleshooting.
- Able to gather relevant information systematically to troubleshoot and resolve complex issues.
- Sound problem solving and decision making skills.
- Good attention to detail, testing and documentation.
EDUCATION and/or EXPERIENCE:
- Bachelor's degree from four-year College or university with courses in computer science or equivalent combination of education and experience.
- Minimum 5 years of IT related experience and strong experience with Microsoft Windows Server Platforms in large data center environment.
- MCSE and/or other Microsoft certifications are preferred.
The Screening Process:
- At least one onsite technical screening with FCDC. This may include a technical assessment.
