OWB/ODI Developer with ETL, data modeling/warehouse, BI, BO, BIRT, PL/SQL and government experience

Job ID: NC-582681 (96890211)

OWB/ODI Developer with ETL, data modeling/warehouse, BI, BO, BIRT, PL/SQL and government experience

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

Skill Required / Desired Amount of Experience
Experience programming and design of large scale web based distributed systems. Required 7 Years
Knowledge of Oracle, Oracle Utilities, ETL tools such as Oracle Warehouse Builder (OWB) or Oracle Data Integrator (ODI). Required 7 Years
Experience with SQL scripting and Relational Database modeling.. Required 7 Years
Experience with structured system development methodologies. Required 7 Years
Good communication skills both oral and written and ability to maintain effective working relationships with end users and staff. Required 7 Years
Knowledge of Business Intelligence tools such as Business Objects or BIRT Highly desired 7 Years
Data Warehouse experience Highly desired 5 Years
Previous experience working with State government. Highly desired
Strong experience with SQL and PL/SQL coding. Required 7 Years

The NC Department of Health and Human Services seeks a contractor to assist with the design and implementation of NC Families Accessing Services through Technology (NC FAST). The resource will analyze and identify reporting requirements for NC FAST Case Management System reports and develop recommendations to effectively report data of mid to high level complexity related to varied business metrics and for designing, coding, testing, debugging, and documenting reporting solutions, while enhancing existing reports to ensure that solutions continue to meet business needs.

The resource must understand the underlying data sources (databases) and interpret requirements provided by the business to analyze operational issues and develop appropriate diagnostic and/or tracking data via reports and dashboards. These include but are not limited to: report queries, report layouts, any necessary supporting data structures, and Extract Transformation Load required to populate the data structure.

Duties also include gathering and documenting requirements for new reports and changes to existing reports, extraction or collection of data for performing queries and writing reports, and developing and analyzing operational performance metrics and reports to ensure the quality and integrity of extracts though the use of validation and audit strategies. The resource will be responsible for status reporting to the NC FAST Project Manager and for adhering to DHHS policies and procedures.

NC_Resume_Template-NW-582681.doc

E-RTR-epchelp-582681.doc

GIS Developer with ArcGIS Desktop/Pro/Portal/Enterprise, Esri Mobile COTS Tools, Collector, Survey123, Workforce, Navigator, OpenSource GIS and Drone experience

Job ID: NC-584513 (97590211)

GIS Developer with ArcGIS Desktop/Pro/Portal/Enterprise, Esri Mobile COTS Tools, Collector, Survey123, Workforce, Navigator, OpenSource GIS and Drone experience

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

Skill Required / Desired Amount of Experience
Esri Mobile COTS Tools (Collector for ArcGIS, Survey123, Workforce, Navigator, etc.) Required 3 Years
Open Source GIS Required 3 Years
ArcGIS Desktop/Pro Required 4 Years
ArcGIS Online Required 4 Years
Excellent communication skills Required 4 Years
Portal for ArcGIS Highly desired 3 Years
Drone experience (Collecting data, Processing/formatting data, Importing data from drone to NCDIT, Serving data) Nice to have 4 Years
ArcGIS Enterprise (Sites, Server) Nice to have 4 Years

Education Requirements
Bachelor’s degree four-year college or technical school in GIS, Surveying, Engineering, Geography, Information Systems or related degree.

Experience Requirements
Two or more Years

Functional Responsibilities
The Mobile GIS Analyst is responsible for completing assigned tasks under the supervision of the Mobile GIS Coordinator. The Mobile GIS Analyst, under general supervision, assists in the design, development, implementation, and maintenance of systems, software, GIS, RS, GPS, and data integration solutions to administrative, scientific, and technical problems through the use of computer technology. The Mobile GIS Analyst is considered to possess mid-level GIS and analytical skills that are beyond those of the Technician level.

• Use various GIS software (primarily Esri ArcGIS Desktop, ArcGIS Pro, ArcGIS Online), as well as various geographic data formats and standard data conversion and transformation methods, for geographic analysis. Open source GIS experience a plus as Open Source will be investigated for use in different projects etc.

• Create maps, reports, documentation, and presentations in support of various Mobile GIS and technology efforts.

• ArcGIS Online development, web maps, story maps, ability to utilize AGOL to disseminate Mobile GIS collections.

• Participates as needed in meetings to fully understand expected project outcomes and provide feedback and suggestions.

• Creates documentation/technical writing at the direction and collaboratively with the Mobile GIS coordinator.

• Works cooperatively with other NCDIT employees and Managers to complete assigned work.

• Proactively seeks input and clarification from other NCDIT employees assigned to given projects to minimize time spent in performing the essential duties of the position.

• Thinking outside the box, and troubleshooting skills.

• Many efforts are short in length and require immediate support for field personnel.

Desired Experience
Practical Experience / User of Following Technologies:

• Esri Mobile COTS Tools (Collector for ArcGIS, Survey123, Workforce, Navigator, etc.)
• Open GIS
• ArcGIS Desktop/Pro
• Portal for ArcGIS
• ArcGIS Online
• Excellent communication skills
• Outgoing personality

Nice to have but not required

• Drone experience
• Collecting data
• Processing/formatting data
• Importing data from drone to NCDIT
• Serving data
• ArcGIS Enterprise
• Sites
• Server

NC_Resume_Template-AE-584513.doc

E-RTR-epchelp-584513.doc

Active Directory/Windows Admin with security, documentation and PM experience

Job ID: NC-586608 (97790211)

Active Directory/Windows Admin with security, documentation and PM experience

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

Skill Required / Desired Amount of Experience
• Advanced level resource with specialized knowledge and experience in account management administering Active Directory. Required 3 Years
• Hands-on experience administering Microsoft Active Directory 2008/2012 in a multi-site and multi-domain organization. Required 3 Years
• Ability to integrate knowledge and skills from a range of technologies to address work assignments and problems of moderate to high complexity. Required 3 Years
• Advanced knowledge of appropriate security measures of the organization. Required 3 Years
• Ability to proactively establish a positive relationship by demonstrating a sense of urgency in interactions with clients. Required 3 Years
• Ability to analyze and assess client needs to develop effective and appropriate solutions. Required 3 Years
• Knowledge and skills from a range of technologies to address work assignments. Required 3 Years
• Ability to consult with clients and other IT professionals to resolve technical problems and ensure client satisfaction. Required 3 Years
• Ability to document solutions that solve client problems and clearly presents these solutions. Required 3 Years
• Analysis of technical and user documentation for technical assistance and support. Required 3 Years
• Ability to work independently on tasks, develops own work, schedule and monitors progress against defined parameters. Required 3 Years
• Demonstrates a customer orientation and effectively communicates verbally and in writing. Required 3 Years
Provides excellent customer service to individual clients and to other team members. Required 3 Years
• Demonstrates strong analytical and problem-solving skills w/ ability to diagnose and resolve highly visible production incidents methodically. Required 3 Years
• Demonstrates initiative in solving problems associated with projects and daily work. Required 3 Years

The NC DIT-Transportation is seeking a Technical Specialist resource for a 12-month engagement to work with the Accounts Team. This candidate serves as an advanced level resource with specialized knowledge and experience in account management. Demonstrates expertise in conveying technical and functional concepts for data protection. Accounts and Access Management uses technical expertise in the Operations and Security of an Information Technology Infrastructure and an understanding of business needs to evaluate assigned IT incident and problem user requests to appropriately prioritize and evaluate business impact. Candidate performs advanced level professional work in account administration and analyzes information to create and/or modify accounts for new employees and/or existing employees. Functions as a niche technical subject matter expert (SME) in Active Directory with a high technological skill level. Ability to troubleshoot data and application access issues and adjust Active Directory properties as needed. Ability to independently resolve problems through advanced system analysis and troubleshooting procedures. Receives, logs and fully documents requests from the business using ServiceNow. Ability to capture incidents and resolve incidents within ServiceNow and issues identified by the business with the ability to document resolutions providing weekly status reports to Management. Considerable knowledge as demonstrated by an understanding of critical information technology operations and security. Provides the knowledge and skills of DOT and ITS security policies, as well as the security issues directly affecting the systems and technology for which employees are directly involved. They are 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 policies and standards. This function requires an in-depth understanding of a wide variety of technologies to effectively support end-users and provide guidance to others. This work requires very strong communication skills, an ability to effectively interact with a broad range of end-users and others, as well as an ability to use a variety of resources for providing support. Employees at this level typically provide advanced support for a broad range of technologies, or in-depth support for a more narrowly defined area of technology. Proven experience with a technical specialty across large and complex implementations and systems.

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-586608.doc

E-RTR-epchelp-586608.doc

Helpdesk Analyst with BMC Remedy, ServiceNow, networking, ITIL, Incident/Change management and phone/printer/windows troubleshooting experience

Job ID: NC-585033 (93690206 )

Helpdesk Analyst with BMC Remedy, ServiceNow, networking, ITIL, Incident/Change management and phone/printer/windows troubleshooting experience

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

Skill Required / Desired Amount of Experience
Experience responding via phone and email to issues and service requests Required 3 Years
Experience with BMC Remedy 7.6 or higher or Service Now is a plus Highly desired 2 Years
Experience triaging and/or troubleshooting issues relating to Microsoft Windows 7 & 10 Required 3 Years
Experience troubleshooting network connectivity and printing Required 3 Years
Basic understanding of ITIL V3 processes such as Incident Management, Problem Management, Request Management and Change Management Required 1 Years
Work with vendors to arrange onsite support for issues such as those relating to telephone systems. Required 3 Years

The Service Desk Technician I provides entry level technical customer support via phone and email to state and local government and private business customers across North Carolina for DIT services. This position is critical in promoting a positive customer relationship and requires a high customer service orientation and strong interpersonal skills to provide support to a diverse population.

This position’s responsibilities include but are not limited to the following:
• Respond via phone and email to issues and service requests, in accordance with established processes, procedures and service level agreements.
• Identify problems, categorize issues, prioritize work, troubleshoot, and provide guidance to customers.
• Document incident and service request tickets using ITSM application.
• Perform timely follow-up via phone and email on existing incident and service request tickets.

Provide support for the following DIT services:
• North Carolina Identity Management (NCID), Active Directory, VoIP/Enterprise IP Telephony (EIPT), PBX, and Centrex systems, mainframe, desktop, and unified communications.
• Determine when to escalate issues to DIT Tier 2 and Tier 3 groups, vendor, or other agency service desks.
• Work with vendors to arrange onsite support for issues such as those relating to telephone systems.
• Be familiar with offerings in the DIT Service Catalog.

Knowledge, Skills and Abilities / Competencies
Experience providing technical support over the phone and recording details into an IT Service Management application. Understanding of call center environment. Experience with BMC Remedy 7.6 or higher or Service Now is a plus. Effective communication skills (verbal and written), including proficient typing, grammar, and spelling skills are required. Experience triaging and/or troubleshooting issues relating to Microsoft Windows 7 & 10, Microsoft Office suite, network connectivity, network printing, email, smartphones, and web-based applications. Ability to organize and follow detailed technical procedures. Capable of resolving routine problems based on existing documentation, training, and resources. Demonstrate a sense of ownership and urgency. Excellent customer service skills. Ability to establish proactive relationships with customers, including providing education to customers as appropriate. Able to convey ideas on non-routine subjects clearly. Translates technical issues into understandable terms for non-technical users. Basic understanding of ITIL V3 processes such as Incident Management, Problem Management, Request Management and Change Management. HDI Support Center Analyst certification, A+ or Security+ certification is highly desired.

Minimum Education and Experience Requirements
Associate’s degree in computer information technology, computer technology Integration, networking technology, or related curriculum from an appropriately accredited institution; and 1-3 years of related work experience; or an equivalent combination of education and experience. Degrees must be from appropriately accredited institutions.

NC_Resume_Template-AE-585033.doc

E-RTR-epchelp-585033.doc

Process Improvement Engineer/BA with BPR, Lean Six Sigma/Green Belt, PM and financial/government experience

Job ID: NC-583033 (95290205)

Process Improvement Engineer/BA with BPR, Lean Six Sigma/Green Belt, PM and financial/government experience

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

Skill Required / Desired Amount of Experience
Excellent facilitation and communication skills, verbal and written. Required 3 Years
Cross-functional process improvement in business/operations. Required 3 Years
Intermediate analytical/statistical aptitude. Required 3 Years
Ability to partner with business clients to implement business process change. Required 3 Years
Knowledge of best practices and process improvement cycles. Required 3 Years
Financial Process Knowledge (government setting preferred) Required 3 Years
Experience with continuous improvement and process-based programs. Highly desired 3 Years
Three (3) process improvement experience using best-in-class Lean Six Sigma methodology. Highly desired 3 Years
Lean Six Sigma (Green Belt), Business Process Management/Reengineering, or equivalent agency/company/association certification. Highly desired 3 Years
Strong conflict resolution and negotiation skills. Highly desired 3 Years
One year of project management methodology experience. Highly desired 1 Years

This position will be part of a team that will optimize business processes using Lean Six Sigma and other tools. Primary emphasis of the position is to do more with less by eliminating non-value-adding work, unevenness, errors, rework, redundancies, variability and lead-time. The engineer will serve as an internal/external consultant who will assist the business in achieving future state business processes. Under the guidance of an internal process improvement engineer, the successful applicant will ultimately serve as a change agent to optimize business processes using Lean Six Sigma tools, events, and methodologies.

Engineers will challenge the status quo by seeking to instill a culture of continuous improvement. The candidate will achieve results by explaining complex concepts in a simple manner, quickly evaluating operational pain points, recommending solutions, and managing the resolution to completion. The engineer will influence and foster teamwork in addition to influencing upward, across and down the organizational chart without a direct line of authority. Major responsibilities include coordination and facilitation of business process analysis, modeling, and improvements and project management.

MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS:
Bachelor’s degree in Business Administration, Computer Science, Industrial Engineering, Operations Management or any related field from an appropriately accredited institution and two years of experience in business consultation, process improvement or requirement gathering in an information technology environment; or an equivalent combination of education and experience. All degrees must be received from appropriately accredited institutions.

NC_Resume_Template-AE-583033.doc

E-RTR-epchelp-583033.doc

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

Job ID: NC-586597 (96990205)

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

Location: Raleigh NC (NCDOT)
Duration: 12 months
Interview: In-person or webcam
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.

This request is to help support the high number of Service Desk requests, hardware installations, and customer software support required for the following (but not limited to) counties: Chowan, Bertie, Hertford, Washington, Pasquotank, Dare, and Currituck. **TRAVEL REQUIRED**

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-586597.doc

E-RTR-epchelp-586597.doc

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

Job ID: NC-586446 (96990205)

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

Location: Raleigh NC (NCDOT)
Duration: 12 months
Interview: In-person or webcam
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.

This request is to help support the high number of Service Desk requests, hardware installations, and customer software support required for the following (but not limited to) counties: Chowan, Bertie, Hertford, Washington, Pasquotank, Dare, and Currituck. **TRAVEL REQUIRED**

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-586446.doc

E-RTR-epchelp-586446.doc

Helpdesk Analyst with ServiceNow, troubleshooting and support experience

Job ID: NC-586603 (95390205)

Helpdesk Analyst with ServiceNow, troubleshooting and support experience

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

Skill Required / Desired Amount of Experience
• Demonstrates a range of technical understanding to independently resolve routine and non-routine issues on software and/or hardware Required 3 Years
• Ability to identify trends and makes suggestions for technical modifications to solve future problems. Required 3 Years
• Ability to consult with clients and other IT professionals to resolve technical problems and ensure client satisfaction. Required 3 Years
• Ability to document solutions that solve client problems and clearly presents these solutions. Required 3 Years
• Analysis of technical and user documentation for technical assistance and support. Required 3 Years
• Ability to work independently on tasks, develops own work, schedule and monitors progress against defined parameters. Required 3 Years
• Demonstrates a customer orientation and effectively communicates verbally and in writing. Required 3 Years
• Demonstrates initiative in solving problems associated with projects and daily work. Required 3 Years
• Demonstrates knowledge and a working experience with ServiceNow call tracking system. Required 3 Years

The NC DIT-Transportation is seeking a Mid-Level Specialist resource for a 12-month engagement to work with the Service Desk Team. The Service Desk uses technical expertise in the Service Delivery of an Information Technology Infrastructure and an understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact. Serves as a technical resource on all of NCDOT’s standard desktop applications to 10,000+ computer users. Provides an understanding and knowledge of applications serving as a strong base for technical expertise in NCDOT products and programs. Ability to work independently to analyze customer’s needs and resolve technical problems; manage time to meet schedules; prioritize tasks according to customer needs; communicate highly technical information to non-technical users; troubleshoot hardware and software problems involving local area networks and personal computer systems; manage critical incidents, identify problems, make necessary corrections, and/or assist others with resolutions. Supports end user password resets. Instructs users via phone and/or email on the basic functionality of desktop applications. Follows detailed procedures while making recommendations for routine problem solutions. Takes calls from end users verifying their identity, demographics and communicating effectively to understand their request. Enters information into the ServiceNow call tracking system and monitors to ensure customer service needs are met for all computer and network related issues. Distributes Agency-wide email communications and notices related to technology issues.

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. Provides updates on work progress to the customer and others using call tracking system. Has significant technical knowledge and serves as a resource for others to help solve complex problems. Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications. 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-586603.doc

E-RTR-epchelp-586603.doc

Helpdesk Analyst with ServiceNow, troubleshooting and support experience

Job ID: NC-586600 (95390205)

Helpdesk Analyst with ServiceNow, troubleshooting and support experience

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

Skill Required / Desired Amount of Experience
• Demonstrates a range of technical understanding to independently resolve routine and non-routine issues on software and/or hardware Required 3 Years
• Ability to identify trends and makes suggestions for technical modifications to solve future problems. Required 3 Years
• Ability to consult with clients and other IT professionals to resolve technical problems and ensure client satisfaction. Required 3 Years
• Ability to document solutions that solve client problems and clearly presents these solutions. Required 3 Years
• Analysis of technical and user documentation for technical assistance and support. Required 3 Years
• Ability to work independently on tasks, develops own work, schedule and monitors progress against defined parameters. Required 3 Years
• Demonstrates a customer orientation and effectively communicates verbally and in writing. Required 3 Years
• Demonstrates initiative in solving problems associated with projects and daily work. Required 3 Years
• Demonstrates knowledge and a working experience with ServiceNow call tracking system. Required 3 Years

The NC DIT-Transportation is seeking a Mid-Level Specialist resource for a 12-month engagement to work with the Service Desk Team. The Service Desk uses technical expertise in the Service Delivery of an Information Technology Infrastructure and an understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact. Serves as a technical resource on all of NCDOT’s standard desktop applications to 10,000+ computer users. Provides an understanding and knowledge of applications serving as a strong base for technical expertise in NCDOT products and programs. Ability to work independently to analyze customer’s needs and resolve technical problems; manage time to meet schedules; prioritize tasks according to customer needs; communicate highly technical information to non-technical users; troubleshoot hardware and software problems involving local area networks and personal computer systems; manage critical incidents, identify problems, make necessary corrections, and/or assist others with resolutions. Supports end user password resets. Instructs users via phone and/or email on the basic functionality of desktop applications. Follows detailed procedures while making recommendations for routine problem solutions. Takes calls from end users verifying their identity, demographics and communicating effectively to understand their request. Enters information into the ServiceNow call tracking system and monitors to ensure customer service needs are met for all computer and network related issues. Distributes Agency-wide email communications and notices related to technology issues.

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. Provides updates on work progress to the customer and others using call tracking system. Has significant technical knowledge and serves as a resource for others to help solve complex problems. Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications. 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-586600.doc

E-RTR-epchelp-586600.doc

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

Job ID: NC-586596 (96990205)

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

Location: Raleigh NC (NCDOT)
Duration: 12 months
Interview: In-person or webcam
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.

This request is to help support the high number of Service Desk requests, hardware installations, and customer software support required for the following (but not limited to) counties: Chowan, Bertie, Hertford, Washington, Pasquotank, Dare, and Currituck. **TRAVEL REQUIRED**

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.

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