Job Description
Description
SAIC is seeking a highly motivated O&S Customer Service and Jira Administrator to join our Cloud One Service Desk team to perform Service Now and Jira Ticket Management for our Impact Level - 6 (classified) environment. The Air Force Cloud One Program is an existing global, primarily cloud based infrastructure that hosts mission systems, applications, services, and data in support of DoD Services and Agencies. Cloud One incorporates the capabilities of Cloud Service Providers (CSPs) and DevSecOps principles to provide common services and facilitate cloud application migrations to IL-4, IL-5 and IL-6 (NIPRNet / SIPRNet) cloud environments.
The primary responsibilities are as follows:
- Works independently, providing first contact and incident resolution to customers for cloud common service applications issues.
- Includes both customer telephone support as well as electronically submitted requests via email
- Troubleshoot, resolve, and/or escalate technical issues.
- Provides polite and friendly customer service
- Is the Jira and Confluence administrator for the Cloud One IL-6 and uses these tools to track and report on tickets and manage electronic documents in the classified space.
- Supports other service desk activities as needed
Qualifications
REQUIRED EDUCATION AND EXPERIENCE:
- Minimum of five (5) years of experience in a similar role supporting IT Service Desk or Operations and Sustainment (O&S) with a Bachelor’s degree in a Computer Sciences, Engineering or other IT related field. Additional years of experience may be considered in lieu of a degree.
- Experience with Tier 2 ticket management
- Experience with Jira, Confluence administration and Service Now as user.
- Excellent, demonstrated verbal and written skills.
- Comfortable working independently, in a classified space.
REQUIRED CLEARANCE:
Overview
SAIC is a premier technology integrator solving our nation's modernization and readiness challenges. Our offerings across defense, space, civilian, and intelligence markets include high-end solutions in engineering, IT, and mission outcomes. We integrate the best components from our portfolio with our partner's ecosystem to deliver innovative and effective solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, VA, SAIC has annual revenues of nearly $7.1 billion. For information, visit saic.com or Working at SAIC for benefits details. SAIC is an Equal Opportunity Employer empowering people no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status. We strive to create a diverse, inclusive and respectful work culture that values all.
