ABOUT US

Seamless Migration is a Service-Disabled Veteran-Owned Small Business (SDVOSB) started in 2021 with the purpose of enabling businesses and organizations through automation. Our goal is to help organizations discover, implement, and maintain solutions which evolve and mature with their ever-changing business needs. We believe in applying agile methodologies in all aspects of our business practices and use these methods to ensure effective results for our clients.

• US Citizenship (Required)

CLEARANCE

• TS/SCI W/ Full Scope Poly

LOCATION

• McLean, VA

OVERVIEW

• The Sponsor has multiple application teams supporting a portfolio which is the central repository for all Sponsor’s created applications, providing state of the art systems on cloud and applications based on products such as AWS, Oracle, SharePoint, and other web-based solutions.
• The Sponsor requires 3 Customer Service Support Specialists (CSSSes) and a part-time Project Integrator to assist in the planning and oversight of project deliverables, gathering, analyzing, and composing technical information into user stories and preparing slides to brief project status for the Sponsor or at high-level staff meetings.
• The portfolio contains a custom production application that has a central repository for the search and discovery of internal document sensitive data and associated artifacts.
• It also contains a custom production application which provides workflow and research with the ability to review, disposition, build a profile and update or nominate candidates to other Partner organizations, as well as a knowledge management tool which stores products in a centralized repository making it easy for search and discovery.
• The team shall work closely with multiple application teams; however, the Sponsor project manager will manage the priorities.
• The team of CSSSes shall provide Tier 1 customer service for a production application that provides search and discovery of documents and data, using provided tools and software to identify, document, track and resolve Tier 1 problems, taking the lead troubleshooting and resolving of Tier 1 issues and reassign Tier 2/3 as appropriate.
• Working with the development team, the CSSSes will resolve Tier 2/3 problems, planning, prioritizing, schedule, and perform help desk activities to ensure maximum issue resolutions in minimum time.
• They shall analyze help desk activities and recommend process improvements to optimize service, finding methods to best support Application users, with worldwide functional and account access, with questions and problems, managing new, current, and expiring Application accounts and ensuring the Application security tables are current and accurate for data integrity and user access purposes.
• The team shall work with Sponsor partners to ensure the appropriate information and data is available through the Application, support Application testing efforts, and develop and train other help desk staff, as necessary.

REQUIRED SKILLS

• Demonstrated experience providing Tier 1 customer service for a production application.
• Demonstrated experience using tools and software, such as JIRA or MS Office suite of tools, to identify, document, track and resolve Tier 1 problems.
• Demonstrated experience leading the triaging, troubleshooting, and resolving of Tier 1 issues, and reassigning to Tier 2/3 as appropriate.
• Demonstrated experience working with a development team to resolve Tier 2/3 problems.
• Demonstrated experience planning, prioritizing, scheduling, and performing help desk activities to ensure maximum issue resolutions in minimum time.
• Demonstrated experience analyzing help desk activities and recommending process improvements to optimize service.
• Demonstrated experience providing customer support for users both organizationally and geographically disbursed.
• Demonstrated experience managing customer application accounts.
• Demonstrated experience managing application security tables to ensure they are current and accurate for data integrity and user access purposes.
• Demonstrated experience supporting application testing efforts.
• Demonstrated experience developing and training other help desk staff.
• Demonstrated experience using search-based applications, validating the results, assessing problems, and answering functional question.

DESIRED SKILLS

• Experience assisting the PM with assessing, documenting, and tracing new program requirements and follow-on technical exchange meetings (TEMs).
• Experience leading system implementation, defining process improvement, or identifying further methods to improve the efficiency of manual processes.
• Experience in obtaining Sponsors authentication and accreditation certification for systems with highly sensitive data.
• Experience operating within the life cycle management process when implementing changes in technology.
• Experience briefing technical topics to a non-technical audience.
• Experience with the ability to convey technical issue details in a concise, easy to understand manner.
• Experience understanding and responding to user questions in an effective and courteous manner.
• Experience with the Sponsor’s search and discovery application.
• Experience with the ability to stay calm when customers are stressed or upset.
• Experience with the ability to multi-task, prioritize, and manage time effectively.
• Experience with proven IT Application Customer support experience within the Sponsor’s organization.
• Experience with security best practices.
• Experience with strong leadership ability.

DESIRED CERTIFICATIONS

• Project Management Professional (PMP)
• Certified Scrum Master (CSM)
• Safe Agilest (SA)
• AWS Cloud Practitioner

BENEFITS

• 6% 401k match (100% vested)
• 100% paid Medical, Dental, Vision
• $3,000 HSA contribution
• 28 days' vacation (PTO, Federal Holidays, and Sick Leave)
• Flexible Hours
• Tuition and certification reimbursement
• Growth opportunities within an emerging defense company

• All your information will be kept confidential according to EEO guidelines