Author: epchelp

Job ID: NC-585565 (94390125)

EDI Automation Tester with X12, 837i, 839, NCPDP D.0, functional/integration/regression testing, HP ALM, JIRA, SQL, Ailge, scripting and healthcare claims experience

Location: Raleigh NC (DHHS)
Duration: 12 months
Interview: In-person or webcam
Positions: 1 (1/2)

Skill Required / Desired Amount of Experience
Experience in developing and executing test scripts related to X12 EDI Transmission such as 837i, 839 , NCPDP D.0 Required 2 Years
Demonstrated proficiency in conducting QA and testing on EDI applications Required 2 Years
Experience assessing the testability of requirements and developing test cases based on Business Requirements and Software Design Documents. Required 7 Years
Experience in the execution of functional, integration and regression tests. Required 7 Years
Experience with Healthcare Claims Processing Testing. Required 3 Years
Hands on Experience with Test and Defect Management Tools. HP ALM, JIRA Highly desired 2 Years
Experience in the review, analysis and reporting of test results. Required 3 Years
Experience on testing web applications Required 3 Years
Excellent verbal and written communication skills with the ability present to both technical and business audiences. Desired
Proven experience developing SQL queries. Required 2 Years
Knowledge of Agile Methodology Highly desired 2 Years
Experience in scripting automated Test Suites. Required 1 Years
Experience in working with the Business Teams to write Business and QA Documents . Required 2 Years

NC Dept of Health and Human Services (DHHS) is seeking a Senior QA/ Tester to perform QA and Testing work related to support the Managed Care Transition Project.
This position is responsible for the following activities related to a critical system being developed in-house at the State:
*Experience assessing the testability of requirements and developing test cases based on Business Requirements and Software Design Documents.
* Experience in the execution of functional, integration and regression tests.
*Demonstrated Experience in Testing EDI Applications.
*Hands on experience to develop and execute test scripts for HIPAA X12 EDI Transactions such as 837I, 837P and NCPDP D.0
*Experience developing SQL queries.
*Experience in scripting automated Test Suites.
* Experience in the review, analysis and reporting of test results.
*Experience with Test and Defect Management Tools. HP ALM, JIRA preferred.
*Experience on testing web applications
*Experience with Healthcare Claims Processing Testing.
* Must be an excellent team player and be able to prioritize concurrent deadlines.
* Ability to communicate effectively and be able to work independently with minimal supervision.
* Proficiency in MS Office including Excel, Word, PowerPoint.
•Work with end users to ensure user acceptance testing is thorough and complete
•Employees should be able to work independently with minimal supervision.
•Knowledge of Agile Methodology

NC_Resume_Template-NW-585565.doc

E-RTR-epchelp-585565.doc

Job ID: NC-585666 (95490125)

Network Engineer with Cisco firewalls/routers/switches/edge, LAN/WAN Modeling, Network Segmentation, IP schema design/security, VPN, performance tuning, cloud virtual networks and VoIP experience

Location: Raleigh NC (NC Community College System (NCCCS))
Duration: 12 months
Interview: In-person or webcam
Positions: 1 (1/2)

Skill Required / Desired Amount of Experience
Experience with Cisco iOS/management of firewalls, routers and 35xx series core switches and 29xx series edge Required 7 Years
Experience with LAN Modeling, Design and Engineering Required 5 Years
Experience with WAN Modeling, Design and Engineering Required 5 Years
Experience with Network Segmentation, IP schema design and Security Required 5 Years
Experience with Site-to-Site VPN creation and management Required 5 Years
Experience with Network performance monitoring and tuning Required 5 Years
Experience with Network Issue Resolution Required 5 Years
Exp with geographically dispersed segmented network including integration with cloud virtual networks and servers, applications, & hosting environment Required 3 Years
VoIP and cloud network configuration Desired 1 Years

The College System Network Engineer position provides enterprise level design, planning, development, implementation, and life-cycle support strategies for NC Community College System (NCCCS) Local and Wide Area Network architectures. The position works at the North Carolina Community College System Office, located in Raleigh, NC, and across the enterprise with 58 community colleges, MCNC (NCREN), carriers, and service providers to ensure efficient, effective, and secure broadband educational and research networks in support of students, faculty, and staff – regardless of their physical location.

Required skills include CISCO ASA Firewalls, 35xx series Core Switches and 29xx series edge switches. Experience with VoIP and cloud network configuration preferred.

The position engages and coordinates with state and regional players and teams to design and maintain reliable and accessible network architectures and enables colleges to successfully deploy and use NCCCS’s College Information and Technology Systems, Distance Education and Learning Management Systems, numerous Educational Environments and Learning Object Repositories, Artificial Intelligence and Machine Learning capabilities, Virtual Computing Environments and Laboratories, Educational Research, and Engineering environments in support of the educational mission and achieve successful student outcomes.

The position’s role includes the coordinated development and maintenance of system-wide network configuration and security standards, best practices, as well as providing System-wide (System Office and 58 community colleges) direction and guidance for the employment, modification, and integration of network technologies and services. The position considers the full range of local, regional, and state-level network systems and communications capabilities, as well as the various layered products and services used to support the entire enterprise stack of information, application, and other technology capabilities.

NC_Resume_Template-AE-585666.doc

E-RTR-epchelp-585666.doc

Job ID: NC-585625 (95890125)

Solaris Admin with migration, UFS/ZFS file conversion, Global zones, sparse root, whole root, branded zones, network configuration, print differences, Service Management Facility and RedHat Linux admin experience

Location: Raleigh NC (NC Community College System)
Duration: 12 months
Interview: In-person
Positions: 1 (1/2)

Skill Required / Desired Amount of Experience
Solaris 10 experience Required 7 Years
Solaris 11 experience Required 4 Years
Solaris 10 to 11 migration experience Required 4 Years
Experience with UFS to ZFS file system conversion Required 4 Years
Experience with ZFS snapshots Required 4 Years
Experience with configuring Solaris Global zones and sparse root, whole root and Solaris 10 branded zones Required 4 Years
Experience with Solaris 11 network communications configuration Required 4 Years
Experience with Solaris 10/11 print differences Required 4 Years
Experience with converting processes to execute in the Solaris Service Management Facility Required 4 Years
Red Hat server administration Highly desired 2 Years

The NC Community College System is comprised of the System Office, located in Raleigh, NC, and 58 community colleges. The System utilizes a common ERP system; however, each community college maintains its own servers and infrastructure. The majority of all 58 colleges use Oracle Solaris. Due to end of life for Solaris 10, the System Office is assisting colleges with best practices on how to migrate from Solaris 10 to Solaris 11. The candidate should possess expert knowledge in the design, configuration, implementation, integration and migration support of Solaris 10 and 11 operating systems, including server network
configuration/troubleshooting and be flexible in assisting colleges as each college’s infrastructure and integration needs may be different. Expected Skills: Expert knowledge of the Solaris 10 and 11 operating systems design/configuration/implementation/integration including ZFS file system configuration/support, zone configuration/support, and migration support. Strong collaborative skills and able to effectively communicate highly technical information and documentation to both technical and non-technical users. Able to work without
assistance; can provide leadership to others; able to manage highly complex work efforts; may have advanced education; may have extensive industry experience. Description (including, but not limited to): 1. Responsibility for operations and troubleshooting of system environments, Server back up and security 2. Performance tuning and capacity planning 3. Analysis of system logs and identification of potential issues with computer systems; troubleshooting of reported problems 4. Migration and integration of new technologies and functionalities into existing system environments 5. Strong knowledge of Oracle SPARC hardware management 6. Strong knowledge of DNS, networking and connected systems 7. Ability to participate in limited, sometimes overnight, travel within North Carolina. Preferred Skill: Red Hat server administration

NC_Resume_Template-AE-585625.doc

E-RTR-epchelp-585625.doc

Job ID: NC-585448 (969901224)

Desktop Support Engineer with ServiceNow (must), networking, imaging, data/user profiles migration and software/hardware/peripherals experience

Location: Raleigh NC (NCDOT)
Duration: 12 months
Interview: In-person
Positions: 1 (1/2)

Skill Required / Desired Amount of Experience
• Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications. Required 7 Years
• Installing and imaging new computers and loading of appropriate software for customers. Required 7 Years
• Installing local and network printers and other peripherals and configuration of same. Required 7 Years
• Migrating data and user profiles. Required 7 Years
• Documenting process and procedures related to technical field support activities. Required 7 Years
• Demonstrates knowledge and a working experience with ServiceNow call tracking system. Required 7 Years

The NCDIT-Transportation is seeking an Expert Specialist resource for a 12-month engagement to work with the Client Services Team. Client Services uses technical expertise and understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact. Proactively promotes positive customer relationships and mentors others to ensure client satisfaction and organizational success. Takes ownership of customer problems and works with a sense of urgency to resolve incidents and problems. Communicates status of progress to the customer. Provides updates on work progress to Customer Support Specialists and the Service Desk using call tracking system. Has significant technical knowledge and serves as a resource for other technicians to help solve complex problems. Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications. Installs and images new computers and loads appropriate software for customers. Deploys new business applications as needed. Installs local and network printers and other peripherals and configuration of same. Responsible for user data and migration of profiles as computers are replaced. Stays abreast of current technology in a changing environment. Identifies emerging trends and issues, researches and makes suggestions for technical solutions to solve current and future problems. Uses extensive knowledge to develop and/or implement information technology solutions to enhance organizational success. Works with Data Center Operations with user file server data storage, network reservations, data restores, various account creations and modifications (AD, email, NCID, CITRIX, etc.). Works with application development teams to identify application issues at the customer level and provide technical detail in order for development teams to accurately identify problems within applications. Works with network infrastructure teams to identify network issues at the customer level and provide significant technical detail to assist in network hardware resolutions.
Project Management –
Ability to lead projects that require directing the work of others and with some latitude on actions or decisions. Leads team efforts and assesses and integrates the skills and strengths of individuals for project and organizational success. Provides status on project work to management.
Develop and maintain appropriate documentation for all responsible areas –
This position is responsible for creating and maintaining all documentation of process and procedures for all areas this position is responsible for. This documentation is to be used by team members for operational standards of daily work. This documentation will also be used in accordance with Operational Level Agreements (IT internal) and Service Level Agreements (IT external). All documentation should be reviewed annually.
System Security –
It is the responsibility of all Technical Services Staff to be aware of DOT and ITS security policies, as well as the security issues directly affecting the systems and technology for which this position is directly involved. This position is responsible for implementing requirements of the IT Security Office and protecting data from unauthorized access, alteration, destruction, or usage in a manner inconsistent with covered IT Security Policies and standards.

NC_Resume_Template-AE-585448.doc

E-RTR-epchelp-585448.doc

Job ID: NC-585264 (96190123)

EDI Tester with X12, 837/277CA/834/TA1/999/820/NCPDP, HIPAA, agile and medicaid/MMIS/healthcare claims processing experience

Location: Raleigh NC (DHHS)
Duration: 12 months
Interview: In-person or webcam
Positions: 1 (1/2)

Skill Required / Desired Amount of Experience
Expert in developing and executing test scripts related to X12 EDI Transmission Required 7 Years
Demonstrated proficiency in conducting QA and testing on EDI applications Required 5 Years
Expert in EDI mapping for 837, 277CA, 834, 835, TA1, 999, 820, NCPDP D.0 Required 5 Years
High degree of business and technical knowledge with significant practical experience in HIPAA X12 EDI Transactions. Required 5 Years
Strong understanding of healthcare claims processing – Claims, Provider, Eligibility Highly desired
Experience setting up users/new Trading Partner relationship/Standards/Envelope and full cycle testing Required 2 Years
Experience in creating and managing catalog of EDI document types such as 837, 277CA, 834, 835, TA1, 999, 820, NCPDP D.0 Required 3 Years
Working knowledge of Medicaid and/or MMIS Highly desired
Excellent verbal and written communication skills with the ability present to both technical and business audiences. Desired
Proven experience in processing and monitoring all inbound and outbound X12 transactions Required 3 Years
Knowledge of Agile Methodology Required 2 Years
Experience in collaborating with EDI partners to resolve transmission problems. Required 2 Years

NC Dept of Health and Human Services (DHHS) is seeking a Lead EDI Specialist to perform work related to to support the Medicaid Reform Project.
This position is responsible for the following activities related to a critical system being developed in-house at the State:

• High degree of business and technical knowledge with significant practical experience in HIPAA X12 EDI Transactions.
• Expert in EDI mapping for 837, 277CA, 834, 835, TA1, 999, 820, NCPDP D.0
• Develop and execute test scripts related to X12 Transmission
Conducts QA and testing on EDI applications
Develop and execute test scripts related to X12 Transmission
Experience setting up users/new Trading Partner relationship/Standards/Envelope and full cycle testing
• Provides technical support during and after implementation for healthcare electronic data interchange applications
• Responds to inquiries regarding EDI issues with encounter claims and trading partner activities
• Management of catalog of EDI document types such as 837, 277CA, 834, 835, TA1, 999, 820, NCPDP D.0
• Communication between Trading Partners and department
• Maintain detailed documentation and process flow of all EDI processes
• Identify and facilitate issues with partner data mapping from onset through completion
• Process and monitor all inbound and outbound X12 transactions
• Support Customer Service group with EDI related issues
• Identifies, recommends and implements process improvements in support of the EDI system
• Troubleshoot EDI document processing errors and work with trading partners directly to resolve in a timely matter
• Conducts analysis of EDI transactions and is responsible for documentation and reports
• Collaborate with EDI partners to resolve transmission problems.
• Track day-to-day EDI & batch processes to identify and address problems as they arise reporting levels of activity using key established metrics for senior management
• Effectively communicate issues and needs with internal business partners, external vendors, and healthcare providers
• Develops and maintains cross walking and validation rules for file exchanges
• Triages incoming EDI issues thru monitoring
•
• Ability to communicate effectively with technical and business staff
• Support internal resources to resolve issues, answer questions, and retransmit EDI documents when necessary
• Work with end users to ensure user acceptance testing is thorough and complete
• • Employees should be able to work independently with minimal supervision.
• Knowledge of Agile Methodology

NC_Resume_Template-NW-585264.doc

E-RTR-epchelp-585264.doc

Job ID: NC-585317 (96990123)

Desktop Support Engineer with networking, imaging, data/user profile migration and software/hardware/peripherals experience

Location: Raleigh NC (NCDOT)
Duration: 12 months
Interview: In-person ONLY
Positions: 1 (1/2)

Skill Required / Desired Amount of Experience
Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications. Required 7 Years
Installing and imaging new computers and loading of appropriate software for customers. Required 7 Years
Installing local and network printers and other peripherals and configuration of same. Required 7 Years
Migrating data and user profiles. Required 7 Years
Documenting process and procedures related to technical field support activities. Required 7 Years

Customer Desktop Support – Uses technical expertise and understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact. Proactively promotes positive customer relationships and mentors others to ensure client satisfaction and organizational success.

Takes ownership of customer problems and works with a sense of urgency to resolve incidents and problems. Communicates status of progress to the customer. Provides updates on work progress to Customer Support Specialists and the Service Desk using call tracking system. Has significant technical knowledge and serves as a resource for other technicians to help solve complex problems. Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications. Installs and images new computers and loads appropriate software for customers. Deploys new business applications as needed. Installs local and network printers and other peripherals and configuration of same. Responsible for user data and migration of profiles as computers are replaced. Stays abreast of current technology in a changing environment. Identifies emerging trends and issues, researches and makes suggestions for technical solutions to solve current and future problems. Uses extensive knowledge to develop and/or implement information technology solutions to enhance organizational success. Works with Data Center Operations with user file server data storage, network reservations, data restores, various account creations and modifications (AD, email, NCID, CITRIX, etc.). Works with application development teams to identify application issues at the customer level and provide technical detail in order for development teams to accurately identify problems within applications. Works with network infrastructure teams to identify network issues at the customer level and provide significant technical detail to assist in network hardware resolutions.

Project Management –
Ability to lead projects that require directing the work of others and with some latitude on actions or decisions. Leads team efforts and assesses and integrates the skills and strengths of individuals for project and organizational success. Provides status on project work to management.

Develop and maintain appropriate documentation for all responsible areas –
This position is responsible for creating and maintaining all documentation of process and procedures for all areas this position is responsible for. This documentation is to be used by team members for operational standards of daily work. This documentation will also be used in accordance with Operational Level Agreements (IT internal) and Service Level Agreements (IT external). All documentation should be reviewed annually.

System Security –
It is the responsibility of all Technical Services Staff to be aware of DOT and ITS security policies, as well as the security issues directly affecting the systems and technology for which this position is directly involved. This position is responsible for implementing requirements of the IT Security Office and protecting data from unauthorized access, alteration, destruction, or usage in a manner inconsistent with covered IT Security Policies and standards.

NC_Resume_Template-AE-585317.doc

E-RTR-epchelp-585317.doc

Job ID: NC-585272 (96190123)

EDI Automation Tester with X12, 837i, 839, functional/integration/regression testing, HP ALM, JIRA, SQL, Agile, scripting and healthcare/claims processing testing experience

Location: Raleigh NC ( )
Duration: 12 months
Interview: In-person or webcam
Positions: 1 (1/2)

Skill Required / Desired Amount of Experience
Expert in developing and executing test scripts related to X12 EDI Transmission such as 837i, 839 , NCPDP D.0 Required 7 Years
Demonstrated proficiency in conducting QA and testing on EDI applications Required 5 Years
Experience assessing the testability of requirements and developing test cases based on Business Requirements and Software Design Documents. Required 5 Years
Experience in the execution of functional, integration and regression tests. Required 5 Years
Experience with Healthcare Claims Processing Testing. Required 3 Years
Hands on Experience with Test and Defect Management Tools. HP ALM, JIRA Highly desired 2 Years
Experience in the review, analysis and reporting of test results. Required 3 Years
Experience on testing web applications Required 5 Years
Excellent verbal and written communication skills with the ability present to both technical and business audiences. Desired
Proven experience developing SQL queries. Required 5 Years
Knowledge of Agile Methodology Highly desired 2 Years
Experience in scripting automated Test Suites. Required 3 Years

NC Dept of Health and Human Services (DHHS) is seeking a Lead EDI/Portal Tester to perform Testing work related to support the Managed Care Transition Project.

This position is responsible for the following activities related to a critical system being developed in-house at the State:
*Experience assessing the testability of requirements and developing test cases based on Business Requirements and Software Design Documents.
* Experience in the execution of functional, integration and regression tests.
*Demonstrated Experience in Testing EDI Applications.
*Hands on experience to develop and execute test scripts for HIPAA X12 EDI Transactions such as 837I, 837P and NCPDP D.0
*Experience developing SQL queries.
*Experience in scripting automated Test Suites.
* Experience in the review, analysis and reporting of test results.
*Experience with Test and Defect Management Tools. HP ALM, JIRA preferred.
*Experience on testing web applications
*Experience with Healthcare Claims Processing Testing.
* Must be an excellent team player and be able to prioritize concurrent deadlines.
* Ability to communicate effectively and be able to work independently with minimal supervision.
* Proficiency in MS Office including Excel, Word, PowerPoint.
•Work with end users to ensure user acceptance testing is thorough and complete
•Employees should be able to work independently with minimal supervision.
•Knowledge of Agile Methodology

NC_Resume_Template-NW-585272.doc

E-RTR-epchelp-585272.doc

Job ID: NC-585986 (96590121)

Windows/VMWare Admin with vcenter, active directory, backup/restore, networking/IP addressing, DR, replication, storage/RAID, scripting, VOIP, Linux/Unix and server imaging experience

Location: Raleigh NC (NCDPS)
Duration: 6 months
Interview: In-person
Positions: 1 (1/2)

Skill Required / Desired Amount of Experience
VMware/vcenter administration Required 3 Years
Windows and active directory administration Required 3 Years
Backup and restore process Required 3 Years
Familiar with IP addressing Required 3 Years
Software installations and updates Required 3 Years
Disaster recovery and replication understanding Required 3 Years
Good understanding of RAID Required 3 Years
Scripting and automation Required 3 Years
Storage background Nice to have 1 Years
Network background Nice to have 1 Years
VOIP background Nice to have 1 Years
Linux/Unix Nice to have 1 Years
Server imaging Nice to have 1 Years

Sample Role Types: Technical Specialist, Product Specialist, System Specialist, Security Analyst

Expected Skills: Able to work without assistance; can provide leadership to others; able to manage highly complex work efforts; may have advanced education; may have extensive industry experience.

Description (including, but not limited to):
1. Guidance and leadership in the usage and support of a collection of development platforms, technical architectures, or business applications and products that run on those platforms, beyond that of a Developer / Programmer
2. Understanding and knowledge of application development and architecture that serves as a strong base for technical expertise in a specific product or program
3. Analysis, visual design, development, data analysis, testing and implementation, technical and user documentation, software conversions, maintenance (including production support), etc.

NC_Resume_Template-AE-585986.doc

E-RTR-epchelp-585986.doc

Job ID: NC-579625 (98090123)

Network Security Architect (CEH/GCIH/GCIA) with SIEM, Intrusion Detection/Prevention (IDS), forensics, vulnerabilities, Packet analysis/netflow and malware experience

Location: Raleigh NC (NCDIT)
Duration: 8 months
Positions: 1 (1/4)

Skill Required / Desired Amount of Experience
Enterprise level experience with SIEM Technologies Required 3 Years
Enterprise level Network Security/Architecture experience Required 3 Years
Enterprise level Intrusion Detection/Prevention experience Required 3 Years
Experience preserving evidence integrity/forensics in enterprise environments Required 3 Years
Proven experience recognizing and categorizing types of vulnerabilities and associated attacks in enterprise environments Required 3 Years
Packet analysis experience Required 3 Years
Identify, capture, contain and report malware in enterprise environments Required 3 Years
Enterprise experience preserving evidence integrity/Forensics Highly desired 3 Years
Enterprise experience developing and deploying signatures Highly desired 3 Years
CEH, GCIH, GCIA or equivalent certification Highly desired

This position reports to State Chief Risk Officer (SCRO) and supports the SCRO in ensuring compliance with Federal and State policies of the Department of Information Technology (DIT) State agencies. The candidate will support the Enterprise Security and Risk Management Office (ESRMO) Incident Response team and monitor networks and systems using various security boundary tools and capabilities for anomalous activities, triage and remediate as appropriate.

Duties and Responsibilities:
• Support/assist ESRMO with real-time monitoring and triage of incident received.
• Work collectively with other team members on incident analysis and response, and coordinate with external agencies on resolution of incidents.
• Support efforts on threat hunting, network, host, and malware analysis, sensor tuning and custom signature creation
• Support the application of cyber intelligence to improve security operations
• Perform investigation of network and hosts/endpoints for malicious activity, to include analysis of packet captures
• Assist in efforts to detect, confirm, contain, remediate, and recover from attacks
• Assist in the preparation of executive summaries and conduct briefings on significant investigations
• Ensure adequate metrics and documentation of team operations for leadership and other constituents
• Participate in other activities relating to security and privacy incident management

Knowledge, Skills and Abilities / Competencies
• Network investigation experience, to include netflow and packet/protocol capture and analysis
• Endpoint/host forensics experience
• SIEM experience
• Strong critical thinking, problem solving, and organization skills
• Strong teamwork and collaboration skills
• Good written and verbal communication skills
• Ability to pass a security clearance background investigation
• Sound cyber security knowledge foundation, to include understanding of
• Adversary TTPs
• Network technology and common protocols
• Network security
• Host security
• Malware
• Security tools and sensors
• Ability to work with little to no supervision
• Proven ability to multi-task and work under stress
• Strong team-oriented interpersonal skills; ability to effectively interface with a wide variety of people
• Prefer GCIA, GCIH, CISM, or CEH

NC_Resume_Template-AE-579625.doc

E-RTR-epchelp-579625.doc

Job ID: NC-585401 (96290122)

Production Support Analyst with root cause analysis, troubleshooting and ServiceNow experience

Location: Raleigh NC (NCDOT)
Duration: 12 months
Interview: In-person
Positions: 1 (1/2)

Skill Required / Desired Amount of Experience
BS/BA degree in Computer Science or equivalent education and work experience in a distributed web services and/or enterprise software environment. Required 7 Years
Experience providing production support or similar role. Required 7 Years
Strong working knowledge of office applications, i.e. MS Excel, MS Word, Visio, MS Access and PowerPoint. Required 7 Years
Written and verbal communications are clear, concise and achieve intended objectives. Required 7 Years
Problem Diagnosis skills, i.e., root cause analysis, discovery, replication, troubleshooting, resolution, verification, communication and escalation. Required 7 Years
Experience with Service Now Highly desired 3 Years

• Provide Level 2 Applications Business Leadership for the Facilities Access Control System (FACS) & Enterprise Applications.
• Provide Level 2 application support for FACS and ensure it is operational during business hours
• Monitor FACS by regular review of system health indicators, reports from the system utilizing system dashboards and reports to assist the customers and the stakeholders.
• Note problems and identify performance trends. Where approved, take correction action to improve performances and circumvent problems from arising.
• Provide Level 2 Help Desk Leadership and support and interfaces with the business & our NCDOT Help Desk.
• Receive, log and fully document requests for support from help desk using ServiceNow, other service delivery staff and/or users; investigate problems and other requests for support and determine appropriate actions to take
• Assist the Enterprise Application team by identifying problems and route all technical problems to the Level 3 Technical Applications team.
• Monitor progress of resolution of requests for support and ensure users and other interested parties are kept informed.
• Communicate business and technical information to a variety of internal and external stakeholders both verbally and in writing.
• Defines and documents customer business functions and processes.
• Consults with business management and personnel to identify, define and document business needs and objectives, current operational procedures, problems, input and output requirements, and levels of systems access
• Analyzes the feasibility of and develops requirements for enhancements to existing systems; ensures the system design fits the needs of the users.
• Tracks and fully documents change for functional and business specifications; writes detailed universally understood procedures for permanent records and for use in training.
• Identifies opportunities for improving business processes through information systems and/or non-system driver changes; assists in the preparation of proposals to develop systems and/or operational changes.

NC_Resume_Template-AE-585401.doc

E-RTR-epchelp-585401.doc