Receive, process, present data, and information regarding our weekly Service Requests (Infrastructure Service Requests). Responsible for gathering business and technical requirements during the client kick off meetings. Consult SMEs (Subject Matter Experts) on tasks required to complete integrated projects for all Telecommunication services, such as, WAN, WLAN, MLAN, Security, Contact/Call Centers, Telephony, and Video.Manage multiple projects based on Agency assignments.
Complete Description:
Facilitate meetings with clients to gather requirements for all IT solutions and to identify impacted business processes and determine best process and IT solution integration.
Ability to obtain and report business and technical requirements
Facilitate review sessions to discuss projects
Excellent customer and communication service skills
Work with multiple network platforms, such as, WAN, MLAN, WLAN, Security, Voice, and Videoconferencing
Disseminate information effectively to all technical teams, customers, and technical managers
Understand a large (enterprise) and complex network environment
Skills, Experience and Education:
Bachelors Degree, Required
Organization and Prioritization skills are Mandatory
Communication and Interpersonal skills are Mandatory
Previous experience working with multiple agencies and/or vendors and/or departments in an enterprise environment are Required
Minimum 1-3 years experience with Clarity is Preferred
Minimum 3-5 years experience with Microsoft Project and Excel is Required
Minimum 2-3 years experience with DevOPs is Preferred
Minimum 3-5 years experience with Remedy/Helix is Required
Minimum 3-5 years working within a Telecommunications environment is Required
Minimum 3-5 years experience in a large Enterprise setting is Required
Minimum 3-5 years work experience with multiple network platforms is Required
Minimum 3-5 years working with multiple network lines of service is Required
Minimum 5+ years dealing with customers is Required