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SUMMARY
Bering Straits Professional Services, a subsidiary of Bering Straits Native Corporation, is currently seeking a qualified Computer Operator IV/ Lead Customer Support Help Desk Agent for a government contract in Macon, GA. The ideal candidate maintain subject matter expertise in the applications and mailing services required; Coordinate and communicate with the COR and other government personnel; support and meet reporting requirements; Capable of independently identifying and advocating for process changes; independently leading, training and mentoring other contractors; resolving difficult issues related to HR applications and mailing requirements; maintain high level of etiquette when assisting the system end users; mastery of written communication to generate clear and concise instructions, standard operating procedures or issues history synopsis related to ticket resolution and/or printing protocols.
ESSENTIAL DUTIES & RESPONSIBILITIES
The Essential Duties and Responsibilities are intended to present a descriptive list of the range of duties performed for this position and are not intended to reflect all duties performed within the job. Other duties may be assigned.
Handle Human Resources ObjectivesContribute to Strategic Plans Showcase subject matter expert skills related to the applications supportedMeet Reporting RequirementsHSRM Service Now ticket taggingMonthly Detailed Reporting, trend analysis, ticket closing times, number of tickets, ticket management etc.Project ManagementTeam Training/Problem Solving SkillsWork with ECSD BPO Manager & Sr. Manager of Supp. Shared Services to ensure coordination of resources across the ECSD & ensure the HRSM queue is manager.ECSD HSRM Manager will serve as an escalation point to Tier 1 & Tier 2 service desk analysts.Must possess outstanding customer service, and technical aptitude.ECSD HSRM Manager acts as the lead source of accountability for the support staff and ensures tickets and provisioning is completed accurately and in a timely manner.Showcase subject matter expert skills related to the applications supported.
Payroll/Scheduling/Staffing Duties:
Review time sheets, work charts and other information to detect and reconcile time keeping discrepancies for payroll purposes. Verify attendance, hours worked, and post information onto designated records.Keep track of leave time, such as vacation, and sick leave, for employees.Compile employee time, production, and payroll data from time sheets and other recordsProvide feedback to production leads for calendar review, staffing coverage, and leave approvals. Assisting with production work daily across multiple technical help desks within the contract to include but is not limited to answering tickets in the FootPrints system, taking calls via a live queue, or calling users to provide further assistance, mail printing and processing.Identify staff vacancies and assist corporate in recruiting, interviewing, and selecting applicants. Provide current and prospective employees with information about policies, job duties, working conditions, and opportunities for promotion.Maintain records and compile statistical information concerning personnel-related data such as performance and absenteeism rates.Monitor and Maintain Sign in/out logs for all WTE and CompTech contract staff. Verify and Approve timesheets for all contract staff. Onboard new contract staff and out-process exiting contract staff.On site management of all contract staff • On call 24/7-365 for all contract staff needs
MANAGE the EPOF HELP DESK:
Monitor eOPF ticket counts to ensure all tickets are answered within a 24-hour time frame. Assign eOPF phone call tickets.Route escalated eOPF tickets and assigned to appropriate group. Track and maintain all immediate impact issue eOPF tickets. Handle all eOPF POID POC and eOPF Agency POC ticket inquiries.Handle or Assign all EHRI-DW tickets.Answer/Address any eOPF ticket issues beyond Tier I procedures and guidelines.Monitor, maintain and manually send out agency (5 and 10 day) reminder emails to POID POCEscalate tickets to Agency POC at 15-day markCreate and disseminate eOPF training materials and provide training classes.Create and disseminate weekly Tidbits to fortify eOPF Tier I knowledge base. Create and manage eOPF Help Desk break/lunch schedule.Create eOPF Help Desk calendar and ensure proper coverage. Approve/Disapprove leave requestsMaintain holiday rotation schedule Provide coverage as needed for call ins o On call 24/7-362 for all eOPF help desk agent inquires when not in the building Monitor eOPF phone queues. Monitor and report issues as needed to eOPF Operations. Testing and troubleshooting of eOPF systems during updates and/or outagesRequest updates/changes needed to help desk agents eOPF accounts
ADDITIONAL REQUIREMENTS:
Oversee Computer Operators supporting HSRM.Ensure all programs and HSRM documentation and SOPs are kept updated. Ensure accurate verification of VA contacts for provisioning authorization. Ensure accurate provisioning in HSRM by ECSD staff members.Check aging ServiceNow tickets • Follow up on ServiceNow tickets. Manage escalations from the program manager and the VA.Conduct QA audits on ServiceNow and manage tickets. Responsible for ensuring any new required program or HSRM support documentation is created. Responsible for creating and updating SOPsAttend the programs meetings with the client to report on tickets and trends, or as requested by the client. Updating the Programs Help Desk SOP as needed. Updating the ticketing report weekly and monthlyServe as the go-to person for Tier 1 agents’ questions on HSRM.Monitoring project and HSRM queues and ensuring tickets are being assigned and worked.Ensure HSRM mailbox is managed, and all requests are processed in a timely manner.Monitoring the HSRMSupport@va.gov email box to ensure Community Provider issues are being handled.Serve as the face of the Help Desk support effort for program. Support of contact center technology and administer Nice InContact technology platform. Ensure successful on-boarding and service delivery for project operation.Ensure successful reporting and trending. Ensure the accurate tagging, monthly detailed reporting, weekly and monthly trend analysis, ticket close times, number of tickets being reopened are tracked, reported, and maintained.Ensure Program management customer satisfaction.Ensure accurate provisioning and accurate, timely ticket resolution.Serve as the ITIL incident manager for tickets, service level manager and continual process improvement manager for project contacts and tickets. Continue to learn techniques and methods to improve service desk performance and quality as prescribed by the (HDI) Help Desk Institute, Disney Institute, ITIL, ISO 20000 best practices and similar resources of information. Collaborate with the CTO, CIO, Director of ITSM, Sr. Manager of Customer Success to develop and execute a strategy to offer NOC/SOC services from within the ECSD framework. Lead the project NOC EffortsActs as the escalation point of contact to the customer and service desk and Support Services management.Participate as a leader during the recruiting and orientation of new service desk employees. Identify and promote training opportunities to improve personnel and service delivery.Conducts routine quality assurance reviews with clients, analysts, and lead personnel. Provide proactive problem identification to develop mitigations or resolutions to customer issues and reduce reactive responses or the need for problem escalations whenever possible. Assess quality metrics, identify areas of improvement, and implement processes in conjunction with team Managers to achieve improvement. Hold calibration calls and meetings with the supervisory staff and the agents to ensure information is being distributed to customers correctly.Review current call volume distribution to determine appropriate staffing levels. Develop and maintain volume forecast to determine future staffing requirements and hiring recommendations.Ensure that weekly and monthly customer reports are reviewed in advance and delivered to the program manager on time. Review ServiceNow backlog daily and ensure all tickets are updated with the current status.Prepare daily reports for Ticket progress and deliver report to Program Manager, for BriefingAnalyze daily call statistics to ensure client service level agreements are being achieved and that agent performance standards are met and exceeded.Develop and recommend action plans for improvement. Responsible for detailed reporting, analysis and make recommendations to address trends and issues.
QUALIFICATIONS - EXPERIENCE, EDUCATION AND CERTIFICATION
To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Required (Minimum Necessary) Qualifications
High School Diploma5 years of service desk or customer service management experienceExperience in planning, implementing, and managing customer service systems. Experience in handling customer satisfaction issuesExperience in reviewing data to identify trends and issuesExperience in effectively reporting trends to system program teams.
Knowledge, Skills, Abilities, and Other Characteristics
Working knowledge of Windows-based computers. Working knowledge of Microsoft suite, especially MS Word, MS Excel, and Adobe.
Preferred
N/A
NECESSARY PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Employee must maintain a constant state of mental alertness at all times. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Essential and marginal functions may require maintaining physical condition necessary for bending, stooping, sitting, walking or standing for prolonged periods of time; most of time is spent sitting in a comfortable position with frequent opportunity to move about.
DOT COVERED/SAFETY-SENSITIVE ROLE REQUIREMENTS
This position is not subject to federal requirements regarding Department of Transportation “safety-sensitive” functions. This position does perform DOT “safety-sensitive” functions (as defined under 49 CFR Part 40) and is subject to all federal requirements related to Department of Transportation requirements for those performing, or on-call to perform, “safety-sensitive” functions. Employees must provide a valid Commercial Driver’s License (CDL) and Medical Examiner’s Certificate (MEC).WORK ENVIRONMENT
Work Environment characteristics described here are representative of those that must be borne by an employee to successfully perform the essential functions of this job.
The job is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse, and multi-line telephone system. The work described herein is primarily in a modern office setting.
SUPERVISORY RESPONSIBILITIES
No supervisory responsibilities.ADDITIONAL QUALIFYING FACTORS
As a condition of employment, you will be required to pass a pre-employment drug screening and have acceptable background check results. If applicable to the contract, you must also obtain the appropriate clearance levels required and be able to obtain access to military installations.
Shareholder Preference
BSNC gives hiring, promotion, training, and retention preference to BSNC shareholders, shareholder descendants and shareholder spouses who meet the minimum qualifications for the job.
Bering Straits Native Corporation is an equal opportunity employer. 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.
Equal Opportunity Employer/Veterans/Disabled
We participate in the E-Verify Employment Verification Program. We are a drug free workplace.
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