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Service Request Coordinator
Ref No.: 19-00365
Location: Calverton, Maryland
Position Type:Full-time
Experience Level: 4 Years
Start Date: 08/01/2019
Job Req -Additional Info
Shift Work?:Yes
Work Schedule:Mon-Fri -8am - 5pm
Clearance Requirement:Public Trust

Service Request Manager

As defined by ITIL, a "service request” is a user request for information or advice, or for a standard change (a pre-approved change that is low-risk, relatively common, and follows a procedure) or for access to an IT service. Service Requests (SRs) are handled by Tiers 1 and 1.5 of the service desk and the OCC Tier-2 and -3 support teams; they do not require a Request for Change (RFC) to be submitted.

  • Create and maintain a Service Request SOP.
  • Document clear, concise and comprehensive resolutions and outcomes of all SRs addressed by the Contractor team.
  • Perform weekly/monthly trend analysis for service requests, review customer feedback surveys, and make recommendations on improvements.
  • Identify the need for new SR types to be added to the service catalog.
  • Work with support groups to create the requirements documentation to implement the new service request catalog items.
  • Notify Tier-1 and Tier-1.5 personnel of all newly released service request catalog items and confirm that the new items are understood by these support personnel.
  • Participate in all user-acceptance testing of new service-catalog items and confirm that the new item is ready for customer use.
  • Document and present the test results for submission to the OCC's SR team lead.
  • Prepares for meetings to include asking questions, providing feedback, taking notes and distributing meeting minutes to management
  • Works closely with the COR
  • Assist with phone calls, emails and/or chat during surge and as requested by management
  • Other duties as assigned.

Minimum Experience and Education
  • Establish and maintain effective working relationships with others
  • Work independently with little direction.
  • Ability multi-task and prioritize
  • Excellent communication and interpersonal skills
  • Strong written, analytical, problem solving and documentation skills.
  • Ability to present information and respond to questions from different teams and management.
  • 4 to 6 years' experience in a Service Desk Environment.
  • A.A. or B.S. in Information Technology or related field.
  • Experience with Service Now ITSM
  • ITIL v3 Certification is a plus
  • Ability to obtain and maintain Public Trust clearance
  • Must have at least one of the following industry-standard certifications: CompTIA A+, CompTIA N+, Microsoft, and HDI.
Desired Qualifications
  • CompTIA Network +, ITIL v3 Foundations and/or HDI Help Desk Analyst certification