UAM Analyst/Service Desk Analyst/Desktop Support/Support Technician – Texcelvision – Austin, TX

Job title: UAM Analyst/Service Desk Analyst/Desktop Support/Support Technician Company: Texcelvision Job description: Job Title: SCTASK0892990: UAM Analyst Job Duration: 06 Months Contract Client name: Texas Department of Transportation Location: Austin, TX Work Mode: Canddiate local to Austin are highly preferred ** If candidate is in Austin, they need to be onsite 2x / week. If canddiate is not local to Austin, then remote flexibility upon client approval RTR I, candidate name authorize TexcelVision to submit me for below mentioned position BG Check Any issues with criminal background? misdemeanors if any, we need details (type/month/year) Solicitation Reference Number: SCTASK0892990 Working Title: UAM Analyst II Title/Level: Support Technician Category: Technical Services, Help Desk and Operations DESCRIPTION OF SERVICES: (Required) TXDOT requires the services of [1] Support Technician hereafter referred to as Worker, who meets the general qualification of Support Technician Level 2 and the specifications outlined in this document. Add the TxDOT work to be accomplished: User Access Management (UAM) Analyst Duties: Serve as the initial contact for reporting user access issues and answering questions regarding access. Accurately diagnose user access issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources. Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools. Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents & tasks through to resolution/escalation (per guidelines). Escalate unresolved incidents to the correct support group or external maintainer Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Lead in a timely manner. Updating tickets with all steps undertaken and closing incidents when issue Is resolved; Escalate unsolved incidents to the correct support group or external maintainer. Supporting first line agents and ensuring quality Respond rapidly to each incident as it arrives from the first level Service Desk Verification of priorities and data contained in the ticket as well as accuracy of solutions linked from access criteria if applicable. Ensure that the process and procedures described in the job aids are followed. Assess and escalate high priority incidents and tasks and collaborate and support incident and request management process to the service restoration. Ensure effective escalation handshake. Maintain good collaborative relations - Key relationships: Users, first line (Service Desk) agents, fellow team members, Tier 2 Support, Resolving Teams, Team Leader, Section Manager. Making sure that SLA targets are achieved. Surveys: Making sure that the highest score of Survey has been received. Relationships: Building and managing working relationships with customers and suppliers. Monitor the job failures and resolve them as per the documentations Analyze system alerts and/or batch job streams, obeserving their status, exceptions, and associated incident/failure messages. Record the resolutions in ticketing for the audit purpose, if the ticketing is not automated to track the failure Provide guidance to the junior resources to support the project Independently Train the new resources on the project and the technology Improve existing batch processing and prepare quality documents for routine tasks Maintain daily checklist to cover all routine tasks up to date with time line for team members The workers' responsibilities and skills must include: WORKER SKILLS AND QUALIFICATIONS (Required) Minimum (Required): insert specific minimum skills for this Contract Position) Years Skills/Experience 4 to 7 End User profile, applications, and systems access 4 to 7 Contact Center, Service Desk, Customer Service environment 4 to 7 Access Management applications such as ARS and Active Directory 4 to 7 Experience with reviewing and maintaining access criteria 4 to 7 Ticketing systems such as Service Now 4 to 7 Mainframe or open systems or SAP Preferred (Optional): insert specific preferred skills for this Contract Position) Years Skills/Experience ITIL certified Strong written and oral communication skills Experience with SharePoint access controls TERM OF SERVICE (Required): 6 mo. @ 1040 hrs. Note: Working overtime may be expected in order to meet tight deadlines. WORK HOURS AND LOCATION • 8 a.m. to 5 pm., 6230 E Stassney Road Austin TX 78744 • Work will be performed onsite in Austin, during normal business work hours. • Candidate may be required to work evenings or weekends to meet business needs and deadlines. • Working remotely is accepted in accordance with TxDOT's policies. If the resource is in the Austin area, currentrequirement is to be in the office a minimum of twice a week. Expected salary: Location: Austin, TX Job date: Sat, 03 Sep 2022 22:21:06 GMT Apply for the job now! Apply tot his job