Tier II Support/Deployment Coordinator

OverviewTuvli is seeking a highly motivated, self-directed individual to fill the role of Tier II Support/Deployment Coordinator for an existing government client. The place of performance is in Arlington, VA.Responsibilities

• Serve in a technical role utilizing configuration management processes and tools (such as Subversion and DMS) to coordinate the deployment processes of the CMMS team.
• Work closely with peer groups to create, maintain, and validate software releases for the application.
• Appropriately prioritize and accomplish work on time.
• Independently manage workload to deliver quality deliverables that meet requirements.Clearly communicate the status of assignments.
• Notify appropriate staff of issues that impact productivity or ability to meet expectations, follow standards/uses standard toolsets, identifying opportunities to improve existing conditions and processes.
• Provide creative problem solving and check work in to central repositories (DMS) as directed.
• Act as the second point of contact for the customer service requests that are moved out of the Tier 1 support group.
• Active use of a general understanding of Enterprise Asset Management with security equipment, troubleshooting and customer service techniques to resolve problems.
• Assign problems that require Tier 3 support to the group responsible for the area of the reported problem.
• Provide organized, timely focused, and calm customer support in high-pressure situationsSchedule and coordinate software deployments for the Maximo/CMMS application.
• Work with the deployment manager within the office of CTO for scheduling and resource assignment.
• Update deployment management system (DMS) with new and modification deployments.
• Properly classify deployments within the DMS system.
• Follow up with developers to ensure timely deployment submissions.
• Provide on-site support one day a week at SA-24 for PME, Logistics, SMSe, and STAC.
• Address assigned trouble tickets in the CMMS system for work orders, purchase requests, purchase orders, assets, inventory, Business Objects reports, and inventory reconciliation.
• Direct issues received via email, phone, IM, and SharePoint to STAC for documentation and tracking.
• Support CMMS Tier I/STAC support group to resolve reported information requests, troubleshooting, and CMMS/Maximo procedures.
• Coordinate deployment overview of software upgrades, modifications, and deletions with the CMMS development and reports team.
• Review and package deployment requests into subversion for test, training, and production environments.
• Enter and modify deployment requests into DS/CTO's Deployment Management System (DMS) for test, training, and production environments.Monitor and track deployments completion in the test environment.
• Monitor and track testing of completed test deployment. Communicate with CTO of successful testing to move forward.
• Monitor completion of deployments for training and production environments. Communicate with CTO deployment manager for closure of DMS requests.
• Coordinate unplanned/emergency deployments that may be requested by Government CMMS management.
• Assist in coordinating with developers on failed deployments.
• Assist the CMMS developers with use case/regression testing as needed.Draft, edit, and post Maximo production system Change "release notes" into the CMMS SharePoint web site.
• Provide release notes to CTO deployment manager to post on DS website.
• Attend weekly meetings in affiliation with CMMS SA14, SA-20 and SA24, utilizing a government vehicle as necessary.

Qualifications

• Degrees in related disciplines, or an advanced degree in engineering or computer science are preferred.
• Three years of directly related experience is preferred.
• Strong customer support for software applications and/or technical networks.
• Strong support utilizing a thorough understanding of Enterprise asset management systems and related applications; IBM's Maximo support; and excellent communication skills.

We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. All applicants will receive consideration for employment, without regard to race, color, religion, creed, national origin, gender or gender-identity, age, marital status, sexual orientation, veteran status, disability, pregnancy or parental status, or any other basis prohibited by law. If you are an individual with a disability, or have known limitations related to pregnancy, childbirth, or related medical conditions, and would like to request a reasonable accommodation for any part of the employment process, please contact us at job-assist@akima.com or 571-353-7053 (information about job applications status is not available at this contact information).Job: Information TechnologyTravel: Yes, 25% of the timeOrganization: TuvliClearance: TSWork Type: HybridRemote: NoReqID: 2024-13030