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Senior Application Trainer / Service Desk Technician #4115

Careers

  • US-VA-Arlington
  • Information Technology
  • Top Secret w/ SCI
  • Hybrid schedule
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Overview

GovCIO is currently seeking an experienced, customer-focused Senior Application Trainer/Service Desk Technician to become the designated application trainer on a customer enterprise application, as well as to provide technical assistance with application issues through professional communication with end users and ticket triage that ultimately results in the swift resolution of reported issues. This is a remote/hybrid position, with preference for candidates in the NCR. This position will be customer-focused while working closely with a cross functional internal team to ensure the smooth operations and maintenance of the customer application.

Responsibilities

The successful candidate will have a high level of professionalism, be technically proficient, and possess excellent interpersonal skills. This position will conduct application training for new users, specific functional training as necessary, and recurring refresher training. Develop and maintain training materials. In addition, this position will be cross-functional and provide Help Desk functions as necessary. Coordinates with business and technology teams, ascertains system requirements and system techniques and controls. Provides technical/functional expertise in identifying, evaluating, developing, and supporting the customer enterprise system operating on ServiceNow. Requires knowledge of computer system capabilities, business processes, and work flows.

  • Resolves technical issues through use of various technologies to include email, phone, and chat services.
  • Remains updated on system updates, changes, and enhancements.
  • Highly professional and effective communicative skills, team player who is vested in the success of the customer mission.
  • Interfaces between systems architects/programmers and users located in a specialized area to ensure that information technology designs meet the needs of the end users within an organization.
  • Documents Standard Operating Procedures (SOPs), organizes knowledge library/repositories, drafts user surveys.
  • Interacts with testing requirements to ensure traceability and test coverage.
  • Develops and enhances training materials and surveys
  • Experience with ServiceNow.

Qualifications

High School with 9+ years (or commensurate experience)

Required Skills and Experience

 

Excellent communication skills

Ability to work with a cross-functional, technical team

Strong organization skills

Ability to draft, maintain, and enhance training materials and present materials to users

Experience resolving technical issues through various technologies to include email, phone, and chat services

 



Preferred Skills and Experience

  • Clearance Required: Top Secret w/ SCI
  • Resolves technical issues through use of various technologies to include email, phone, and chat services.
  • Remains updated on system updates, changes, and enhancements.
  • Highly professional and effective communicative skills, team player who is vested in the success of the customer mission.
  • Interfaces between systems architects/programmers and users located in a specialized area to ensure that information technology designs meet the needs of the end users within an organization.
  • Documents Standard Operating Procedures (SOPs), organizes knowledge library/repositories, drafts user surveys.
  • Interacts with testing requirements to ensure traceability and test coverage.
  • Develops and enhances training materials and surveys
  • Experience with ServiceNow.

Company Overview

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

 

Posted Pay Range

 

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.

Pay range: $120,000 - $140,000 Annually

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