Sr Computer User Support Specialist

Job Summary:

Suvi is seeking a Sr Computer User Support Specialist to support a cutting edge, mission critical program!

Job Responsibilities:

• Monitor, process, and respond to the JSP agency ticket system daily for all SPL tickets received/processed within the SPL queue and take required actions to track and resolve each ticket based on JSP product approval/disapproval process criteria and documentation, and/or formal JSP Cyber or Government assessment outcomes. The current system in-use is ITSM (Remedy) but transition to ServiceNow is planned for 2024 timeframe.

• Provide operation and maintenance (O&M) SPM/SPL support. This includes: SPL ticket queue monitoring and processing, and evaluating/reviewing of SPL data record content to ensure all required fields are properly and accurately populated; ensuring standard product naming conventions, and rationalization and normalization efforts are continuously maintained and captured for new SPL data entries, to include, current data listings on the SPL; and capturing pertinent ticket information when product is added or updated on the SPL, such as ticket number, associated caveats, conditions, product vendor/manufacturer, part number, related policies, and other pertinent documentation and guidelines that need to be noted and/or referenced as part of the SPL product listing and/or noted at the SPM/SPL website to support proper and secure use of TAA Compliant products, as dictated and directed.

• Develop a SPL report to permit capture of SPL new and open tickets information, which will be collected and formatted within a customized status and tracking data report. This report will permit an accurate and current view of open and closed ticket statuses and will enable the SPM Government Team Lead (GTL) to view meaningful measurements, trends, process gaps, and areas where compliance is or is not being met.

• Pro-actively manage and track the SPL Ticket queue, ensure established review and approval processes are adhered to 100% of the time, and are accurately recorded on the SPL.

• Respond to SPL Tickets within 2 hours of receipt. The SPM GTL will be notified within 1 hour when urgent SPL related issues, concerns, changes, or requests are received, and may require above-standard handling, processing and/or expeditious resolution. All SPL Tickets received for processing will be captured within a detailed Weekly SPL Ticket Report. Once open tickets are resolved they will be captured under the “Closed” tab within this report.

• Maintain a current and relevant JSP approved product list to permit selection and use of cyber security assessed products minimizes or eliminates risk/vulnerabilities to the JSP network. The contractor shall track and retire outdated and no longer supported products and maintain approved product listings. The contractor shall recommend and apply strategies and methodologies to improve SPL content accuracy and establish strong collaborative relationships with relevant JSP support staff (i.e., Cyber Security, System Center Configuration Manager (SCCM), Software Asset Management (SAM), Customer Account Managers (CAMs) and other JSP Technical POCs.

• The contractor shall also recommend and implement continuous process improvement to ensure the display of relevant information on the SPL and provide decision-making capabilities to JSP leadership.

Minimum Qualifications:

• An active DoD Secret clearance is required for consideration.

• An Associate's Degree or equivalent; minimum of three (3) years of relevant experience is required. A Bachelors degree in IT; Computer Science or a related field may be considered in lieu of 3 years of experience.

• Knowledge of Remedy; ServiceNow; ITIL; system administration; technical assistance; resolution; database administration.

Desired Qualifications:

• ITIL V4 or Security highly desired