Program Analyst, Senior (Special Projects)

CTIRMS•Littleton, NC

3d•Onsite

About The Position

The representative will be part of a team responsible for providing IT customer service support to the CNIC enterprise. This role involves providing IT customer service and technical expertise enterprise-wide for CNIC via phone, email, onsite, or through a ticketing system (BMC Helix). Essential duties include task-order management, user account management, government equipment tracking, leading IT projects, analyzing business processes, and managing NMCI hardware inventory.

Requirements

HS and 6 years of direct work experience with the use of information technology to develop and/or integrate complex data.
Familiar with leadership of teams to accomplish Enterprise goals.
A favorable T3 (Formerly NACLC) background investigation required.
Employee must maintain eligibility throughout employment.

Nice To Haves

Active Security Clearance Preferred.

Responsibilities

Provides IT customer service, technical expertise enterprise wide for CNIC via phone, email, onsite or through tickets submitted through a ticketing system (BMC Helix).
Perform task-order management by reviewing, processing, and approving (computers, software, printers, and peripherals) to and from the orders in accordance with applicable regulations, policies, and procedural guidelines.
Coordinate with other A/CTRs to track task-order progress, resolve discrepancies, and ensure timely fulfillment.
Create, modify, and manage enterprise user accounts and permissions.
Order, track, and manage government equipment and hardware assets.
Lead project coordinator for IT projects such as tech refresh, cube renovations, and building-wide Wi-Fi.
Oversee the scheduling, technician coordination, and asset lifecycle management.
Analyzes business processes and identifies areas for improvement by creating Standard Operating Procedures (SOPs) to enhance end-user self-sufficiency and issue resolution.
As the CNIC HQ Asset Manager, Track and analyze inventory metrics for NMCI (Navy Marine Corps Intranet) hardware (e.g. computers, peripherals and mobile devices).
Perform Purebred Agent duties by deploying gov’t iPhones in accordance with federal gov’t standards.
Assists the end-user in troubleshooting any issues.
Creates, amends, and submits purchase requisitions for NMCI through SAP ERP.
Collect, analyze, and provide application data reports as directed.
Handles customer problems that arise from the use of the applications/processes listed above.
Creates processes for responding to customer inquiries.
Troubleshoot errors and takes prompt and appropriate action on customer complaints.
Keys information into a computer to compile work volume statistics for accounting purposes.
Operates office equipment.
Attendance and punctuality are essential functions of this position.