CGI Technologies and Solutions, Inc. Help Desk/Applications Support Specialist (Tier 2) in Reston, Virginia
Help Desk/Applications Support Specialist (Tier 2)
CGI-experience the commitment
Find similar career opportunities
Category:Service Desk / End User Services
City:Reston, Virginia, United States
Employment Type:Full Time
Meet our professionals
CGI: A place to build an IT career
CGI Federal is a leader in IT Services and applications support. We are the technical team supporting the DHS and their learning and performance review management system (PALMS) and are tasked with maximizing the value and effectiveness of mission critical applications.
Your future duties and responsibilities:
CGI is looking for an Application Support Specialist to provide Subject Matter Expert (SME) level support for a Learning and Performance Review Management System. The candidate must be able to interact with end users primarily via email or over the phone and must be willing to directly interface on-site with client. Must be able to work with a diverse group including System Developers, Database Administrator, and Product teams to record, manage and resolve system defects.
Function as an Application Support Specialist.
Responding to issues escalated from Tier 1 support as well as customer-directed calls and VIP support.
Able to open and manage/track tickets in ServiceNow.
Respond or resolve issues in accordance with SLAs.
Review SLAs and response and make recommendations for improvement.
Coordinate with developers and product teams.
Research and develop temporary workaround solutions until a permanent solution can be implemented.
Required qualifications to be successful in this role:
Due to the nature of the government contract requirements and/or clearance requirements, US citizenship is required.
1 year of experience
Associate's degree required
Experience supporting web-based applications
Customer-facing support skills
Troubleshooting and complex problem solving ability
Exposure to .NET applications
Knowledge of Microsoft SQL
ServiceNow a similar help desk tracking tool
Willing and able to field urgent phone calls for quick resolution.
Ability to track and document ongoing and resolved issues and their resolutions, to include specific attention to details.
Experience with DHS or a DHS component
Experience with learning management systems
Experience with performance review systems
Knowledge of performance appraisal cycles
Experience with JIRA or RALLY
.NET development experience
MS SQL administration or data analytics support
Familiarity with ad hoc reporting tools
Strong written and verbal skills
Government consulting experience
What you can expect from us:
Build your career with us.
It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this changesupporting our clients digital journeys and offering our professionals exciting career opportunities.
At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.
Be part of building one of the largest independent technology and business services firms in the world.
Learn more about CGI at www.cgi.com.
No unsolicited agency referrals please.
CGI is an equal opportunity employer.
Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, gender Identity, sexual orientation, national origin, age, disability, veteran status, pregnancy, or other status protected by law. CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGIs legal duty to furnish information.
Have you been referred by a CGI Member for this position?* Yes No
CGI members email (@cgi.com) *
I agree to allow CGI to contact the CGI member who referred me to obtain additional information about my application and to confirm my referral. *
* This field is required.
In the US, CGI is committed to a policy of equal employment opportunity. We recruit, employ, train, compensate, and promote without regard to race, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.
CGI is committed to the principles of equal employment opportunity and to compliance with US laws and regulations. Click here at http://documents.njoyn.com/homebase/cgi/AMSDocs/EEOPolicy-Signed2016.pdf to access our US EEO/Affirmative action policy.
Applicants have rights under Federal Employment Laws:
EPPA at https://www.dol.gov/whd/regs/compliance/posters/eppac.pdf
FMLA at https://www.dol.gov/whd/regs/compliance/posters/fmlaen.pdf
Consolidated EEO Is The Law at http://documents.njoyn.com/homebase/cgi/AMSDocs/EEO_Poster.pdf
If you need an accommodation in order to complete the application process, click here at http://documents.njoyn.com/homebase/cgi/AMSDocs/AccommodationNeeded.pdf .
We make it easy to translate military experience and skills! Click here at http://cgi-veterans.jobs/ to be directed to our site that is dedicated to veterans and transitioning service members.