The Technology Operations Support Coordinator is responsible for working closely with the AGS Technology Analysts and the AGS Program Management Offices (PMO) teams to successfully support various activities critical to our AGS program’s day-to-day success. They will also support provisioning for ACUMEN IWP products. This position includes developing a strong partnership with all internal AGS teams and conducting tactical support on day-to-day technology related work efforts.
This role will provide superior customer service, timely record keeping of technology related incidents and service requests while offering a convenient central point of contact for AGS Technology teams.
Responsibilities
- Document, submit and/or monitor inquiry, incident and low complexity service request case tickets to the Technology Operations team and Partners via Salesforce.com
- Granting software licenses for Internal technologies and ensuring tracking of access requests
- Ensure all information and attachments relevant to the case are received prior to escalation
- Track new technology issues, updates and resolutions through Salesforce
- Triages tickets before reassigning to Tech Ops Analysts and Tech CoE
- Create, update and maintain all AGS Technology Operations support documentation as necessary
- Capturing and reporting out on technology SLAs and other defined metrics for continuous improvements.
- Assisting the AGS Technology Analysts in handling basic questions concerning functionality and configuration settings in the technologies utilized by the Program Management Office.
- Research and conduct basic troubleshooting on technology incidents and service requests to resolve issues prior to further escalation to the AGS Technology Analysts or VMS Partners.
- Initial Testing and Quality Assurance (QA) activities on technology incidents and service requests as needed.
- Coordinates VMS outages globally.
- Bachelor’s Degree or equivalent experience preferred
- MSP experience a plus.
- Experience is a plus with the standard technologies utilized by AGS VMS engagements (ex. Beeline, Fieldglass, IQ Navigator, Salesforce, SharePoint, etc.).
- Strong customer service experience
- Previous software administration and support experience preferred
- Proficient in Microsoft Office products
- Ability to multitask in a fast-paced environment
- Able to follow and influence processes and ensure adherence by other teams
- Ability to meet deadlines, prioritize high volumes of tasks and troubleshoot technology issues
- Great attention to detail. Strong conceptual, analytical and problem-solving ability.
- Excellent Organisational Skills
- Good interpersonal skills with the ability to communicate and work effectively across teams
- Can work both on own initiative and as part of a team when necessary