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Service Executive

Job Type: Direct Hire

Job ID: 11005

Service Executive, Woodlawn, MD

Our client is seeking a Service Executive with prior SSA experience for a direct hire opportunity in Woodlawn, MD.  

 

Job Description

Dedicated Service and Support Consultant (SASC): to serve as a liaison and manage the oversight of activities required for the implementation and life-cycle of the program. This includes on-going contract support for the program’s related Moves, Adds, Changes, Deletions (MACDs), infrastructure changes and upgrades. The SASC must be an independent leader to work on a matrix team and comfortable to escalate internally and within the customer to meet required dates and resolve issues. The customer requires this support to be provided on-site throughout the program, unless specified otherwise by the customer. The SASC must work effectively with the customer and parallel contractors to execute MACD requirements, support test lab and other program support, as required. On call, to provide 24X7 X365 support for escalations, as required.

 

Responsibilities

Provide oversight and resolution of issues related to the program’s testing, implementation, test and turn up and collaboration with the customer and parallel contractors to sustain operations and maintenance. This includes supporting MACDs, infrastructure changes and upgrades. The Service and Support Consultant will manage the order process and schedule for on-time order requests, Responsible for all aspects of the customer’s inventory management. Manage the change control board for successful change efforts. Responsible for weekly and monthly performance reporting and SLA compliance.

Will be located on customer site from 7AM to 4PM Eastern Time on Government business days and will be on call all other hours and days.

Directs engineers, technicians and contractors in the resolution of issues or problems as they are encountered.

Requirements

  • Requires prior experience supporting the Social Security Administration (SSA) with a strong operational background.
  • Must be a strong customer advocate, and ready to respond when needed.
  • Experience with LAN/WAN/BAN/MAN Network, MPLS Networks, Trouble Ticketing Reporting tools (Remedy).
  • Ordering experience, and Trouble reporting help desk experience.
  • IT management and project management experience.
  • Microsoft Office, Microsoft Visio, Microsoft Project, PowerPoint, Windows 2000, and Microsoft Excel experience.
  • Understanding of Red Hat, Unix, HP-UX, Sun, Solaris, LAN/WAN, T-1, SNMP, Cisco Works, Tivoli Net View, Cisco Routers and switches.
  • Solid oral and written communication skills.
  • Problem solver.
  • Performs all functional tasks independently.
  • Oversees the efforts of less senior staff and/or be responsible for all staff assigned to a specific job.
  • Bachelor’s Degree or equivalent work experience.

Desired

  • PMP and ITIL certifications

Please Note

  • Only those individuals selected for an interview will be contacted.
  • No calls, inquiries, or Third Party Vendors please.
  • We are an equal opportunity employer (Unable to sponsor H1B Visas).

Since 1988, The ACI Group, a Baltimore-based IT staffing firm, has been committed to hiring the industry’s leading professionals, and presenting exciting career opportunities. We have access to varied types of contract, permanent and contract-to-perm positions and offer a choice of employment options including a full benefits package.



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