Senior Systems Administrator (CA Service Desk Manager)
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Senior Systems Administrator (CA Service Desk Manager)
SAIC is looking for a Senior Systems Administrator (CA Service Desk Manager) to be located in Huntsville, AL.
SAIC is currently seeking potential candidates for the INFORMATION TECHNOLOGY SUPPORT SERVICES (ITSS) II Contract at Redstone Arsenal in Huntsville, AL in support of the Army Materiel Command (AMC).
Duties: Develops, sustains, and administers the AMC Service Desk from an Enterprise Level. Uses experience and knowledge to customize and configure the existing CA ITSM implementation within the organization. Provides hands-on experience and thorough understanding of CA Service Desk is required. Provides individual technical assistance to AMC users on the use of AMC applications, either in person or via the AMC Customer Support Desk help-line utilizing the COTS/GOTS software provided by the Government. Provides assistance to setup and maintain user accounts; reset passwords; assist with the software applications; compile reports; create PDF files; answer the support phone; and respond to customer requests. Provides reporting that includes metrics, such as number of calls, types of calls, resolution times, trend analysis, and other data that will assist the Government in managing the Enterprise Service Desk and assisting customers. Monitors open tickets to ensure correct categorization. Adheres to AMC business processes. Identifies and reports discrepancies along with proposed corrective actions. Implements Government-approved solutions. Serves as the Site Administrator for the AMC Enterprise Service Desk and Knowledge Tools. Creates and maintains Knowledge documents. Administers the Customer Web Interface which allows end users ability to search knowledge documents and open tickets. Implements AMC Sites into the AMC Enterprise Service Desk. Provides onsite training and end-user support for the AMC Enterprise Service Desk. Maintains the AMC Enterprise Service Desk Infrastructure in compliance with the AMC SLAs and as required by the Government. Develops and maintains an infrastructure which must offer redundant architecture that includes alternate COOP location and multiple web interfaces. Creates additional customizations across command when out of box solutions do not satisfy requirements per government approval. Maintains Enterprise Reporting Server infrastructure to include common reporting based on AMC, Army, DOD and federal standards. Maintains the CA Configuration Management Infrastructure fully integrated into AMC Enterprise Service Desk. Creates command-wide common Categories, Notification Methods, Surveys and Reports. Creates Custom Reports as required by each location. Manages configuration, customization, integration and provides operations support for CA Service Desk application system. Evaluates product installation and provide recommendations for improvements. Provides recommendations on the integration of CA Service Desk with other CA enterprise applications, such as CA’s CMDB, Dashboard, Knowledge Tools, ITCM, and Spectrum Network Monitoring. Evaluates product installation and provide recommendations for improvements. Provides industry and best practice technical suggestions and solutions within the ITIL framework. Supports the preparation of reference guides for users to help ensure smooth transition to new releases of the Service Support products by providing editorial suggestions for the improvement of draft documentation. Provides administration support by setting up notifications, service level events, security access types, surveys, service contracts, classic and/or CA Workflows, and other items. Personalizes, configures, adapts, and customizes the Service Support suite to support business requirements.
BS/BA Degree or equivalent experience.
Secret security clearance.
IAT Level II, MCITP SA, MCSA or MCSE, Server+, Network+.
CA Service Desk training
8 years of relevant work experience in network or system administration. 4 more years of experience accepted in lieu of degree.
Strong leadership skills with proven ability to facilitate cross-functional teams.
Outstanding analytical skills.
Ability to analyze complex situations, learn quickly, and synthesize corresponding solutions, options and action plans.
Demonstrated professional oral and written communications skills, including the ability to prepare technical documents that present information clearly, concisely, and in an easily understood format. Additional application specific training may be needed to keep skills updated.
ITIL foundations certification a plus
Knowledge of SQL queries and reporting
Familiarity with database ERD
CA Product Certification is a plus
SAIC is a FORTUNE 500® scientific, engineering, and technology applications company that uses its deep domain knowledge to solve problems of vital importance to the nation and the world, in national security, energy & environment, health and cybersecurity. The company’s approximately 41,000 employees serve customers in the U.S. Department of Defense, the intelligence community, the U.S. Department of Homeland Security, other U.S. Government civil agencies and selected commercial markets. Headquartered in McLean, Va., SAIC had annual revenues of approximately $10.6 billion for its fiscal year ended January 31, 2012. For more information, visit http://www.saic.com. SAIC: From Science to Solutions®
Primary Location: United States-AL-HUNTSVILLE
Clearance Level Must Currently Possess: Secret
Clearance Level Must Be Able to Obtain: Secret
Potential for Teleworking: No
Shift: Day Job