Service Desk Support Engineer

California, MO, United States

Avum is seeking a Service Desk Support Engineer for the Navy Contract Writing system and portfolio of applications. The role is pivotal in ensuring the uninterrupted operation of critical software systems supporting the Department of the Navy (DON) Procure-to-Pay processes. This position involves technical assistance, troubleshooting, and coordinating with internal teams or external vendors to resolve complex problems. The Service Desk Support Engineer serves as the primary point of contact for users encountering issues with the Electronic Procurement System (ePS), delivering prompt and effective solutions while upholding high customer service standards.

The Tier III support engineer will support escalated incidents routed from Tier I or Tier II. Incidents requiring developer intervention are handled at this tier level. This includes issues requiring functional and technical application support with specific business processes and service issues. The engineer categorizes the incident, identifies a resolution (if possible), and documents the resolution in BMC Helix. If the Tier III ePS engineer cannot identify a resolution, the ticket will be updated appropriately in BMC Helix, and a ticket will be created in Jira to begin a series of processes to identify the root cause of the issue. These processes will include collaboration with other ePS engineers to support resolution.

Tier III teams will focus on more complex tickets and help create self-help resources published at Tier I. The ongoing enhancement of Tier I and Tier II Service Desk processes will enable the ePS Tier III support team to focus more exclusively on Tier III tickets requiring in-depth resolution support.

Previous experience as a Service Desk Engineer/Analyst for an integrated enterprise software system is highly desired. The candidate must be able to self-learn with moderate guidance from senior-level company leaders.

Excellent communication skills, both written and oral, are required. The candidate must also be able to work with engineering and analyst teams and coordinate with government stakeholders.

The candidate should be comfortable working with a diverse team of individuals locally and remotely. To be successful in this dynamic role, the candidate must be able to constantly learn and share knowledge with peers in a fast-paced atmosphere. Avum provides an exciting, fast-paced environment and rewards dedication and innovation.

Candidates must be U.S. citizens and able to pass a T3 background investigation.

NOTE: This fully remote role requires the candidate to participate in meetings virtually using tools like Microsoft Teams. Online availability during the core Eastern Standard Time (EST) hours, Monday through Friday, will be required.

Example of Activities: Participate in customer scrum events to provide progress status from the development team and pass on feedback/requests to the appropriate team member.

Address customer questions related to the systems/applications, research open requests, and contact external contacts for answers.

Collaborate with end-users, business stakeholders, and IT teams to gather requirements, implement system enhancements, and facilitate user training sessions.

Collaborate with other IT teams to escalate complex issues and ensure timely resolution.

Coordinate with external system POCs to troubleshoot interfaces and resolve issues.

Coordinate with internal IT teams, software vendors, and external partners to escalate and resolve complex technical issues promptly.

Coordinate with the service desk teams in advance for product releases and changes to business rules and requirements.

Coordinate with the user community, which includes onboarding new users into applications, setting up user accounts, providing instruction, troubleshooting login issues, escalating connection problems, and managing the user help desk requests.

Develop and deliver training materials and sessions on system functionality and best practices to end-users.

Develop and deliver self-service resources to identify and resolve issues independently and minimize ticket volume for all Service Desk teams.

Document support activities, including troubleshooting steps, resolutions, and system configurations, in the knowledge base or the BMC Helix ticketing system for future reference.

Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

Generate internal and customer-facing documentation, including user guides, knowledge articles, frequently asked questions (FAQs), business process descriptions, and support other general writing activities.

Manage, document, and participate in user events, including training, testing/evaluation sessions, user acceptance testing, and product review sessions.

Perform ePS Core Contract Module (CCM) administration tasks, including user account management, access control, configuration changes, and system monitoring.

Provide technical support and assistance for ePS, systems supporting the Department of the Navy (DON) Procure-to-Pay processes, and other related business-critical applications.

Respond to and resolve user-reported issues, inquiries, and service requests related to the software systems through various channels such as the BMC Helix ticketing system, Microsoft Teams, Jira (ePS development team’s ticketing and incident management), phone, email, or chat.

Troubleshoot and diagnose software-related technical issues, including errors, bugs, performance issues, and data discrepancies.

Troubleshoot and resolve complex technical issues related to system functionality, performance, and integration.

Required Skills Ability to collaborate with other team members or work independently to meet project requirements and expectations.

Ability to prioritize tasks, manage multiple priorities, and work efficiently under pressure in a fast-paced environment.

Ability to solve problems, identify risks, and communicate results and recommendations to leadership and customers.

Analytical mindset with strong problem-solving skills, thorough, meticulous, and attentive to detail as appropriate for all work activities.

Excellent communication and interpersonal skills, with the ability to interact effectively with end-users, technical teams, and vendors.

Experience with BMC Helix system administration tasks, including product catalog refinement, knowledge articles, and self-help resource customization.

Familiarity with ITIL framework, IT service management processes, and incident management practices.

Proficiency in troubleshooting software-related technical issues, utilizing diagnostic tools, logs, and debugging techniques.

Proficiency in troubleshooting technical issues, including configuration, integration, and performance problems.

Proven ability to communicate effectively with technical, operational, and management audiences with broad and varied backgrounds.

Proven experience providing technical support for enterprise-level software systems, preferably in a service desk or application support role using BMC Helix or other ticketing systems.

Quantitative analytical and problem-solving skills.

Strong understanding of IT service management concepts, ticketing system functionalities, and ITIL framework principles.

Strong understanding of enterprise software applications, including their functionalities, integrations, and dependencies.

Technically capable of employing new tools and related technologies supporting the project, specifically including tools for collaboration and agile scrum artifacts

Familiarity with the Department of Defense (DoD) Procure-to-Pay processes and the Department of the Navy (DON) Electronic Procurement System (ePS) is a major plus.

Place of Performance The candidate will be required to interact and coordinate with external project team members and other Avum employees remotely, supporting core Eastern Standard Time (EST) hours. As a remote employee, the candidate will not have a permanent office or desk space but may be required to attend in-person meetings. This may require travel to government sites located in Washington, D.C., and the Avum office located in Agoura Hills, California. Our priority is acquiring the most qualified candidate to satisfactorily perform the required tasks, including team collaboration, regardless of the candidate’s geographical location.

Educational/Work Experience Bachelor's degree or higher from an accredited college or university with a curriculum or major field of study that provides substantial knowledge useful in system development and is closely related to the work detailed above and/or in computer science, information systems, physical science, engineering or mathematics–intensive discipline, or an applicable training certificate from an accredited training institution.

Starting salaries for this position range from $96,400 - $120,600 and are commensurate with experience. The position is full-time, salaried, with benefits.

The Company Avum, Inc. is a certified Small Disadvantaged Business who provides advanced software, database, and business intelligence systems to the DoD/Military, Intelligence Community, and Federal, State, Local and Commercial clients since 1991. We manage technical programs and projects and provide strategic guidance to support our customer's system engineering efforts. We provide sustainment in mission-critical and secure environments. We support information assurance activities and accreditation for the systems we deploy. Our engineers conduct rapid prototyping and Agile customer-focused iterations to produce complex applications, predictive analytic data environments, and NIST SP 800-53 compliant system architecture deployed within Navy and DoD networks. We have subject matter experts in multiple domains and technical expertise across all core technology stacks. We specialize in application development, large-scale database design, data engineering, and data visualization. Through results-driven, agile collaboration, the company continually researches and deploys secure solutions that exceed customer expectations in meeting or beating customer-allocated budgets and schedules. We aspire to the highest standards of ethical behavior and professional integrity in providing our customers with service that consistently earns us the highest possible performance ratings. Please visit our webpage at http://www.avum.com to learn more.

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