Support Works Administrator

Fairfax, VA

Job ID: 127096 Industry: Government

 

Support Works Admin

This Job requires an active Secret Clearance

Program Background:

This program is responsible for cloud innovation for the customer. This program is going through a transformation that leverages the Amazon Cloud Services (AWS) to build big data capabilities. The admin and support works specialist will be part of a transformation that leverages the Amazon Cloud Services (AWS) to build big data capabilities. The selected candidate must be aware of all activities associated with the design, test configuration, qualification, certification, operation, and requirements of the product/project. The admin and support works specialist will support a large complex physical and AWS environment, from a coordination standpoint as well as communication with the customer.

 

Daily tasks
  1. Make daily backups and monitor success of automated  backups.
  2. Manage and fix analyst pain points.
  3. Simplify usage for customers.
  4. Build reports and dashboards.
  5. Apply patches and fixes.
  6. Upgrade Supportworks to new versions.
  7. Resolve incidents relating to Supportworks’ functions.
  8. Optimize Supportworks for improved performance.
  9. Provide automation of changes to organizational data within Supportworks.
  10. Perform testing and oversee go-live events.
  11. Act as ITSM consultant for organization.
  12. Make related  changes to Apache and MariaDB as part of Supportworks duties.
  13. Interface with development and engineers from Hornbill’ s partners for items requiring advance development to source code.
  14. Interface with third party programs seeking data from Supportworks or seeking to initiate actions within Supportworks based on information sent to it.
  15. Make daily backups and monitor success of automated  backups.
  16. Manage and fix analyst pain points.
  17. Simplify usage for customers.
  18. Build reports and dashboards.
  19. Apply patches and fixes.
  20. Upgrade Supportworks to new versions.
  21. Resolve incidents relating to Supportworks’ functions.
  22. Optimize Supportworks for improved performance.
  23. Provide automation of changes to organizational data within Supportworks.
  24. Perform testing and oversee go-live events.
  25. Act as ITSM consultant for organization.
  26. Make related  changes to Apache and MariaDB as part of Supportworks duties.
  27. Interface with development and engineers from Hornbill’ s partners for items requiring advance development to source code.
  28. Interface with third party programs seeking data from Supportworks or seeking to initiate actions within Supportworks based on information sent to it.

 

Required:
  1. Supportworks Expertise- email, self service, time zones, logginggand enterprise support platform installs, creat service level agreements
  2. Organizational skills for the following tasks
    1. Setup Knowledgebase.
    2. Understand and use the Application Program Interface (API).
    3. Establish organizational structure.
      1. Organizations
      2. Sites
      3. Charge Centers
      4. Departments
      5. Customers
  3. Database Expertise
  4. HTTP Expertise
  5. Business Processes creation and experience changing business process
  6. IT Service Management Expertise

 

Desired:
  1. Basic Understanding of Development Languages
    1. Javascript
    2. PHP
    3. XML
    4. CSS
    5. HTML

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