CCaaS Tier 3 Support Analyst/Platform Administrator

Description
Come join one of our high performing teams responsible for building and supporting enterprise open systems platform of the Social Security Administration (SSA) and their mission to meet the changing needs of the public, positively impacting at least 65 million American lives per month. The CCaaS Tier 3 Support Analyst/Platform Administrator resources provides support and is the primary the escalation of issues and requests that are not addressed by the Tier 1 resources. Selected candidates will take ownership of open issues, conduct analysis and research in processing or resolving tickets. Do you have most of these key required skills, education, or experience' Do you want to learn more about our telework posture' Are you an US citizen, US resident, or Visa candidate and think you might fit' We recommend you apply and start the conversation today! Join us in supporting our SSA contracts in Woodlawn, Maryland.

If this sounds like a mission you want to be a part of, keep reading!

TEAM CULTURE
Your passion and values might be a good fit for our teams if you answer "yes" to the following questions:

• Are you looking for a company that puts employees first, with a focus on career, flexibility, and well-being'
• Do you enjoy collaborating with colleagues and teammates and believe that the best ideas are fostered in an inclusive environment'
• Are you searching for a team with a strong sense of ownership, urgency, and drive for daily mission success'
• Are you comfortable with proactive outward communication and technical leadership'
• Do you enjoy being a catalyst, solving complex problems, and providing innovative solutions'
• Do you have the flexibility, creativity, and resilience to pivot the mission for success'
• Do you have the courage to make tough ethical decisions with pride, transparency, and respect'

MENTORSHIP & CAREER GROWTH
Our teams are dedicated to supporting new team members in an environment that celebrates knowledge sharing and mentorship. Experienced team members will be assigned to new hires for one-on-one mentoring, collaborative reviews, and coaching on customer engagement to help each new hire successfully onboard and demonstrate their skills. Projects and tasks are assigned in a way that leverages your strengths and will help you further develop your skillset.

DAY TO DAY RESPONSIBILITIES
Every position we take is more rewarding when you know the why behind it. Know your work makes a difference to support those who need it most. If your passion is enabling life changing service to those around, you this is the place for you. Find you passion in a team environment where all members are valued regardless of contractor or employee status. Find your "Why" with us and take your place in our Leidos Family!!

• Provide Tier 3 and Platform Administrator support of the CCaaS (AWS Connect) application.
• Assist in reviewing, planning and coordinating platform updates, upgrades or maintenance work as defined by the CCaaS Engineers.
• Assist CCaaS Shift Managers in developing and reviewing the service metrics and reporting to customers.
• Fill in the role as part of the Tier 1/2 support to if needed provide CCaaS 800 Number support when needed (high call volumes or absence Tier 1/2 resources) to log issues and requests in ServiceNow IT Service Manager.
• Follow defined CCaaS Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution.
• Triage requests to ensure accurate transfers and escalation of customer requests or issues.
• Provide off-hour emergency support as needed.

FOUNDATION FOR SUCCESS ( Basic Qualifications )

• 7 years of Help Desk/Desktop support experience.
• 5 years of experience working with laptops running Microsoft Windows OS and Office365 suite.
• 3 years of experience providing Tier 3 IT support services to customers.
• 3 years of experience using an IT Service Manager application for logging tickets and requests.
• Experience in developing Root Cause Analysis (RCA), service management, service metrics reporting.
• Ability to learn and provide guidance to lower service tiers.
• Must have strong communication and customer service skills
• Good Interpersonal skills that demonstrate the ability to communicate with customers.

*** Selected candidate must reside within two (2) hours of SSA Headquarters in Woodlawn, MD

*** Selected candidate is required to work on-site at SSA headquarters 5 days a week Monday - Friday . There will be two shifts, Morning and Evening. Morning shift will be staggered staffing from 6:30am-3:30pm. Afternoon shift will be staggered from 2:30pm-10:30pm.

FACTORS TO HELP YOU SHINE ( Required Skills )
These skills will help you succeed in this position:

• Bachelor's Degree and 7 years of experience, Master's Degree and 5 year of experience OR 11+ years of experience in lieu of a degree.
• Extensive experience troubleshooting technical issues.
• Experience in providing a CCaaS Application support.
• Experience with using ServiceNow IT Service Management.
• Excellent communication and interpersonal skills with the ability to collaborate effectively with customers.
• Flexible and positive attitude with interest in learning new technical skills.
• Strong problem-solving skills and the ability to work in a fast-paced environment.
• Strong understanding of IVR terminology and services.
• High level of organization, reliability, and independence.
• Passion and understanding of technology.
• Must be able to obtain and maintain a Public Trust. Contract requirement.

HOW TO STAND OUT FROM THE CROWD (Desired Skills)
Showcase your knowledge of modern development through the following experience or skills:

• Strong written and verbal communication; ability to engage customers and respond effectively to questions.
• Self-starter, highly motivated individual who adapts to a dynamic work environment.
• Strong attention to detail with an ability to operate effectively across multiple priorities.

• Prior Federal government experience.

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success. We empower our teams and contribute to our communities. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business. Every position we take is more rewarding when you know the why behind it. Know your work makes a difference to support those who need it most. If your passion is enabling life changing service to those around, you this is the place for you. Find your passion in a team environment where all members are valued regardless of contractor or employee status. We are excited for you to take your place in our Leidos Family.

Are you an US citizen, US resident, or Visa candidate and think you might fit' We recommend you apply and start the conversation today! Join us in supporting our SSA contracts in Woodlawn, Maryland.

ITSSCII

Original Posting Date: 2024-08-20While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range: Pay Range $61,750.00 - $111,625.00
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
About Leidos Leidos is a Fortune 500® innovation company rapidly addressing the world's most vexing challenges in national security and health. The company's global workforce of 47,000 collaborates to create smarter technology solutions for customers in heavily regulated industries. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $15.4 billion for the fiscal year ended December 29, 2023. For more information, visit www.Leidos.com .
Pay and Benefits Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here .
Securing Your Data Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system - never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other person a l information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [email protected] .
If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission .
Commitment to Diversity All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.