The System Administrator assists the TBCC Floor Supervisor in the execution of projects and business objectives relative to work performed for the Trust Beneficiary Call Center (TBCC) and related initiatives. The administrator is responsible for monitoring, maintaining and resolving a variety of issues related to the programming systems, servers and software applications. Ensures that all functions of the tracking system utilized by OST are implemented and operated properly.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Essential duties and responsibilities include the following. Other duties may be assigned.
Responsible for the integration of CNI Core Competencies into daily functions, including: commitment to integrity, knowledge/quality of work, supporting financial goals of the company, initiative/motivation, cooperation/relationships, problem analysis/discretion, accomplishing goals through organization, positive oral/written communication skills, leadership abilities, commitment to Affirmative Action, reliability/dependability, flexibility and ownership/accountability of actions taken.
Reviews, analyzes, documents and modifies programming systems. Encodes, tests, debugs and installs system applications.
Help desk service delivery, problem escalation and resolution, and performance monitoring; provides technical assistance for the planning, design, installation, modification, and operation of tracking system.
Ensures compliance with minimum federal information systems security requirements, including keeping abreast of and distribution of Federal security requirements, and preparation and submission of required documentations and deliverables pertaining to compliance with these requirements.
Provides account maintenance, development, and end-user support for HP Service Manager. Consults with users to identify current operating procedures / issues, and clarifies program objectives.
Provides technical oversight on a range of enterprise applications which support the TBCC. Ensures documentation of the entire systems life cycle, and supports systems testing activities.
Collaborates with all areas and responsible parties related to the assigned project life cycle to ensure effective project planning, tracking and overall success (including management, development, systems, testing, training, and other related areas).
Responsible for aiding in own self-development by being available and receptive to all training made available by the company.
Plans daily activities within the guidelines of company policy, job description and supervisor’s instruction in such a way as to maximize personal output.
Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and co-workers. Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources. Will immediately correct any unsafe conditions to the best of own ability.
Bachelor’s degree and minimum of four years related experience and/or training, or equivalent combination of education / experience. Help Desk Manager Certification preferred. Prior experience in a Call Center environment preferred. Experience with performance based federal contracts preferred. Must have significant experience in the administration of HP Service Manager; must be able to maintain, configure, modify, enhance and troubleshoot system applications.
JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES
CERTIFICATES, LICENSES, REGISTRATION
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to apply concepts of basic algebra and geometry. Financial background helpful.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Ability to read, analyze, and interpret general business periodicals, professiona1journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.