TSA — Tier II Support (Secret Clearance) Job in Virginia, Virginia Us
Description
Demonstrates the ability to understand, articulate, implement best practices, and maintain unsurpassed functional expertise on eTAS-KRONOS and its related components. Performs rapid response actions on reported eTAS-KRONOS service and problem incidents, updates and tracks changes within established software, and follows established escalation guidelines where applicable. Acts as customer liaison between database, network, and management teams while demonstrating the ability to multi-task between them. Performs specific tasks around KRONOS clock installation, configuration, upgrade, and monitoring utilizing established communication tools. Proactively monitors associated services throughout a multiple server environment and reacts when necessary. Rapidly determines KRONOS clock issues and work with personnel towards resolution using excellent communication skills. Understands and articulates root case analysis, both verbal and written, when approached and brief management on program status upon request. Assists with knowledge base articles and documentation. Experience with Workforce Central/Kronos preferred. Essential Job Functions
- Oversees multiple employees operating within a defined support operations area.
- Works with clients to develop, implement and review customer relations service improvement programs to enhance delivery of service.
- Implements core business processes and assists in process improvement initiatives in order to enhance customer service. Recommends changes to policies and establishes procedures that affect immediate policies and procedures.
- Maintains communications with customer staffs and management to ensure that service is delivered on time and within budget. Interacts with subordinate supervisors, customers and/or functional peer group managers, typically involving matters between functional areas, other company divisions or units, or customers and the company.
- Leverages business, technical, and interpersonal skills to manage center operations, customers, and operations personnel.
- Recommends and/or initiates the selection and hiring of employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions. Makes recommendations for salary increases, transfers and terminations to manager.
- Coordinates and communicates with other area managers to leverage resources and discuss solutions to matters of significance.
- Provides continuing training and review and/or development of related policies and procedures.
Qualifications
Basic Qualifications
- Bachelor's degree or equivalent combination of education and experience
- Bachelors degree in computer science, management information systems, or related field preferred
- Four or more years of information systems experience
- Experience working with customer technology and support requirements
- Experience working with the technology industry
Other Qualifications
- Strong communication skills
- Strong interpersonal and presentation skills for interacting with team members and clients
- Good organization skills to balance and prioritize work
- Good analytical and problem solving skills
- Human relations skills to select, develop, mentor, discipline and reward employees
- Good personal computer and business solutions software skills
- Ability to work independently and as part of a team
- Ability to create and maintain formal and informal networks
