NGGS Team Lead

Overview

GovCIO is currently hiring a Team Lead that will be apart of our EPA ESSET team, providing team leadership, application support activities, and service desk support for the EPA Next Generation Grant System (NGGS). This position will be within the United States and will be a full remote position.

• Master all aspects of User Roles and Use Cases for theEPA Next Generation Grant System. This includes KB articles, SOPs, and related training documentation.
• Develop, prepare and present daily and weekly status reports to the customer on ticket counts, tickets resolved, performance metrics, and classifications and categories.
• Develop strategies to tackle on-going issues and mitigate future issues.
• Coordinate with Application Development team (ITED) and Infrastructure contractor (MAINES) on change planning, outage management, and incident and problem management.
• Reports all activities and observations to the project manager and assists in finding resolutions to all outstanding issues
• Monitor incoming calls and incident tickets and SRs for trends. Quantifies patterns and identifies potential for additional training or problem management activities based on data analysis.
• Maintains accurate records of all service desk related activities ·
• Coordinate with the customer and other support groups to manage outages and degradations and facilitate communications to staff and end-users
• Oversees training and performance of NGGS Application Support / service desk staff
• Provides coaching to service desk agents to address performance issues and create clear, attainable goals
• Collaborate with Tier three support groups to establish relationships, prepare for changes and updates to the environment, and gather support documents
• Open and actively manage Service Now helpdesk tickets
• Escalate high priority issues reported using established guidelines & policies for ESSET and NGGS work streams
• Investigate issues and test reported issues to assist in root cause analysis, diagnosis, and remediation activities. Provide written status and analysis to date in a clear, concise manner.
• Leveraging your mastery of User Roles and Use Cases, as well as current and approved SOPs and KB articles, coordinate directly with users to troubleshoot issues and/or collect information to assist the testing and development teams through resolution
• Flow down expectations to Application Support staff:
• Effectively communicates step-by-step solutions to end-users
• Actively manage NGGS tickets and end user request inbox
• With direction and prioritization from the Tier 3 NGGS lead, manage ticket queue for all reported issues
• Quickly understand the client’s business issues and data challenges
• Support the creation and maintenance of Standard Operating Procedures and other knowledge management materials
• Run daily checks and test applications on NGGS and related systems per the SOPs.
• Create and manage Service Now reports used to track and report NGGS activities and trends to upper management
• Communicate both written and orally with the project team and the client about technical and end user issues
• Support testing activities as needed (UAT, DR exercises, etc.)
• Support meetings with Customer and Business POCs

• Support the creation and maintenance of training materials (User Guides, Adobe Captivate videos, Job Aids, etc.)
• Identify opportunities, task, and oversee the following for high quality deliverables: KB updates, call fielding, or other Tier 2 activities adjacent to the NGGS application.
• Support requirements development and management
• Assist in capturing and defining new requirements and updating existing requirements
• As directed, coordinate with the development team on how best to implement enhancement requests or requests for new functionality
• As directed, support communication with the business concerning the modification of or addition to requirements
• Analyze and document business processes
• Work with technical team on custom application development

Bachelor's with 12+ years (or commensurate experience)

Required Skills and Experience

• 7+ years of application operations support
• 5+ years experience leading teams of at least 5…