Analyst security

Description

SAIC is currently seeking a motivated, career and customer oriented Customer Relationship Analyst to join our team in Sierra Vista, AZ, to begin an exciting and challenging career with SAIC.

Job Duties :

• Liaison between service desk operations and supported organizations for topics related to customer satisfaction, service desk ticket quality, updates to process / policy changes, and service impacts during degradation or outage events
• Periodically surveil recorded calls and tickets to ensure quality of service and consistency in documentation to standards and notify operations staff of trends
• Actively participate and lead customer status calls
• Conduct periodic On-Site visits with supported organizations and service desk
• Communicate action plans to customer base during service outages and known impacts to service desk operations
• Develop Strategic communications for process changes driven by both the service desk, customer environment and new service offerings
• Support continuous process improvements to improve performance levels through reporting trends and ticket analysis
• Coordinates with operations in developing and conducting service recovery actions for service failures

Qualifications

Bachelors and two (2) years of experience; four (4) years of experience in lieu of degree.

Required Security Clearance :

Must have an active secret clearance in order or start

Required Certifications :

Must have or be able to obtain ITIL V4 Foundation Certification within 60 days of hire

Required Skills :

• Experience working in help / service desk environment or IT support environments including ITSM tools (Remedy ITSM 8.1 and ServiceNow preferred)
• Familiarity with general service desk best practices
• Experience working with, and an understanding of, U.S. Department of Defense and U.S. Army IT policies and directives
• Strong understanding of the U.S. Army working environment
• Prefer familiarity and / or experience with Army staff operations at various levels (battalion, brigade, etc.)
• Experience interacting with Army leadership / Senior VIPs
• Ability to communicate action plans to the customer during service outages, including capturing requirements to enable / restore functionality to Service Desk Operations
• Competency in call center tracking tools
• Demonstrated ability to learn customer support processes and techniques
• Experience with capturing and documenting customer requirements
• Excellent analytical and problem solving skills
• Ability to understand and interpret reports and analytics
• Participation in Continual Service Improvement
• Excellent oral and written communication skills (organizational and 1 : 1)
• Competency in MS Office Suite.

SAIC accepts applications on an ongoing basis and there is no deadline.

Covid Policy : SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.

Last updated : 2024-03-02