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Service Support Analyst- Junior

Raleigh, NC
Contract
Our client is seeking an individual to support services include Network, Network Security, Mainframe, Server Hosting, Voice, Data Center, and enterprise applications. This position is responsible for supporting an Integrated 24x7 Enterprise Incident Management Center. Shift work will be required. The IMC monitors and reacts to events for services provided to other state agencies and to the public. Supported services include Network, Network Security, Mainframe, Server Hosting, Voice, Data Center, and enterprise applications. The candidate will be responsible for the monitoring, identification, initial analysis and resolution of issues related to any of these services following established procedures. Utilizing all available tools, the candidate will be required to access equipment for troubleshooting hardware, software, and configuration issues. Hardware will include network hardware such as routers and switches. Also Windows, Linux, AIX, and Solaris servers, IBM zOS distributed mainframe servers and VoIP Call Processing systems. CA monitoring tools such as Spectrum and SOI and an ITSM compliant ticket management system will also be utilized. These tools will be used to diagnose network issues, failed systems, disk space issues, diagnose server OS issues, and data center physical health. You will be required to support Mainframe with regards to key commands, applications, JCL, job abends and the scheduling and monitoring of ZEKE jobs to their completion, and know how to handle failures if and when they occur. This position also requires collaboration between two physical sites but one virtual IMC and to maintain a daily shift log of events that happen on the shift, and maintain the daily NetBackup status to hand off to the next shift. All work will be done in accordance with established ITIL standards. Knowledge and experience in one or more of the following areas: Mainframe operations including the use of administration tools such as ZEKE, CA Autopoint, CA-OPS/MVS Automation, and JCL to manage job control. Networking to include monitoring and management of routers, firewalls, and switches. This includes troubleshooting and working with service providers to resolve circuit issues and a basic understanding of IP routing principles. Windows server OS (2008, 2012) Linux, AIX, or Solaris Operating Systems, experience with monitoring and management of client/server internal hardware and software issues in a large computing environment. Experience working in a high-stress, 24x7, secure environment with flexibility to handle multiple issues concurrently. Knowledge and a basic understanding of ITIL framework. Willing to work alternate shift schedules including nights, weekends, and potentially 12-hour rotations are required. Strong customer service skill is a requirement. Management Preferences Knowledge and experience in any of these areas would be desirable. Experience with enterprise monitoring tools such as CA Spectrum, CA SOI, SolarWinds, and network analysis tools such as NetFlow, HPNA, VitalSuite, Spectrum, and other Web-based monitoring tools. Knowledgeable on network routing protocols, Ethernet protocols, TCP/IP, MPLS, OSPF, BGP, DSL, Metro Ethernet, Layer 2/Layer 3 switching required. Understanding of TCP/IP, IP Subnetting, DNS, and DHCP. Understanding of administrative level experience with Windows servers and progressive knowledge of computer system hardware setup and troubleshooting skills. Experience supporting a large scale, multiple LPAR, mainframe environment including IPLs, and CICS support. Understanding of ITIL processes including Incident Management, Change Management, and Problem Management. ITIL Foundation certification a plus. Skills: Mainframe operations including the use of administration tools such as ZEKE, CA Autopoint, CA-OPS/MVS Automation, and JCL to manage job control.    Required    3 Years Networking to include monitoring and management of routers, firewalls, and switches. This includes troubleshooting and working with service providers    Required    3 Years Windows server OS (2008, 2012) Linux, AIX, or Solaris Operating Systems, experience with monitoring and management of client/server internal hardware    Required    3 Years Experience working in a high-stress, 24x7, secure environment with flexibility to handle multiple issues concurrently.    Required    3 Years Knowledge and a basic understanding of ITIL framework    Required    3 Years Customer focused with excellent oral and written communication skills within a business and/or technical context.    Required    3 Years

Project Manager

Harrisburg, PA
Contract
Our client is seeking a motivated, multi-tasker, with excellent communication and interpersonal skills to implement and manage Commonwealth related information technology projects. As a Project Manager, you will strategically coordinate IT projects with multiple organizations, Commonwealth agencies, and the vendor community. Responsibilities: This position performs advanced information technology (IT) project management work in developing and implementing IT projects by managing for quality assurance, the full system development lifecycle, IT visioning and strategic planning, and business process redesign. The primary purpose of this position is to provide project management and to coordinate the efforts of all personnel required to accomplish the IT projects in one or more customer agencies. This position also works closely with the other state and federal government entities such as the Pennsylvania Attorney General, Pennsylvania Health and Human Services and the U. S. Department of Agriculture's Food and Nutrition Services, as well as vendors and staff augment personnel. This position works independently as the project manager for complex and mission-critical IT projects and is involved in all system development lifecycle phases of the projects from inception to implementation following Commonwealth project management methodology. This position performs as a project manager leading the entire project with full accountability and is responsible for developing and managing a project plan; planning, defining, and managing project scope; creating a project schedule; planning resources and budgeting costs; developing a quality plan and performing and assuring quality control activities; defining staffing roles and responsibilities; developing and adhering to a communications plan; and identifying risks, preparing risk mitigation plans, and executing contingency actions. At this level, projects managed are enhancement or development projects for highly complex IT systems that typically involve interfaces with other systems or agencies. Projects may encompass a component of a larger project managed by a higher-level project manager. Work involves directing the activities associated with the project of all Commonwealth employees and contracted staff assigned to, and for the duration of, the project. Work is differentiated from the IT jobs by the responsibility for managing the change processes for both the programmatic and IT components of the project. Work is differentiated from programmatic managerial jobs due to the lack of program administration duties and the limited duration project timeframe. Work is performed independently following the goals and objectives established for the project and is reviewed by a higher-level manager for adherence to objectives. Skills: Experience in leading IT systems development or implementation projects.    Required    5 Years 4-year college degree    Required    4 Years

Technical Support 2

Richmond, VA
Contract
This position will be responsible for PC deployment, reimaging, break/fix desktop issues, and customer service activities in support of the upgrade from Windows 7 to Windows 10. Responsibilities Include: Reimaging and deploying PCs during upgrade from Windows 7 to Windows 10.  Resolving break/fix desktop issues. Maintaining, analyzing, troubleshooting, and repairing computer systems, hardware, and computer peripherals. Documenting, maintaining, upgrading, and replacing desktop hardware and software systems. Supporting and maintaining user account information, including rights, security, and systems groups. Providing hands-on and telephone support of personal computers and laptops. Diagnosing and solving PC software and hardware issues. Installing and configuring software, including operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors. Environment: Windows 7 and Windows 10 Microsoft Office 365 Symantec Altiris Asset Management System Skills: CompTIA A+ certification within the last 5 years - upload a copy of the active certification!    Required     Recent experience in a full-time Help Desk/Technical Support position.    Required    4 Years Experience with reimaging and deploying PCs.    Required    4 Years Thorough knowledge of and experience with Windows 7 and Windows 10 operating systems and Microsoft Office products.    Required    4 Years Experience correcting Windows operating system issues and installing Windows operating systems.    Required    4 Years Experience entering information into and working with a trouble ticket, issue tracking system.    Required    2 Years  

Senior Software Engineer - Java/Spring Boot

Glen Allen, VA
Contract
Our client is seeking a Senior Software Engineer with strong Java development skills/Spring Boot needed for Mobile Wallet & Cloud development. Foundational: Understand Cloud computing concepts and how to build Cloud deployable application. Perform load and performance testing on the application and do regular performance tuning this position services as an expert technical and industry resource to management, clients and development staff in new uses of information technology and in all phases of major system and subsystem development. Provides consultation on internal and industry IT technical and business process capabilities including leadership in the identification and recommendation of new IT opportunities. Formulates, contributes to and directs task identification, work effort estimates, and work schedules for research, prototype, and proof-of-concept IT activities. Directs and participates in software/hardware releases and installation tasks. Essential Functions: Analyze problems and program in two or more programming language/platforms. Understand and develop functional and non-functional requirements for a system. Work with multiple programming frameworks. Develop, test and maintain code using software development methodology and appropriate technologies for the system being used. Integrate systems to databases and other applications using middleware such as SnapLogic and consume or produce SOAP or REST-based services, Agile, and Cloud. Proficient in automated testing strategies, including TDD. Understand advanced concepts of Containers, Micro-Services, Continuous Integration. Understand Cloud computing concepts and how to build Cloud deployable application. Perform load and performance testing on the application and do regular performance tuning. Technical Skill Set: Spring Boot Microservices REST API development. Advanced Java Development experience. AWS Cloud Computing experience. React.js experience (If not, Angular.js experience would help) Education: Bachelor's degree required Additional: Right to Hire opportunity Onsite position in Glen Allen, VA. Flexible to work remote 1-2 days a week but the majority of the time will be sent on site. Green Card or U.S. citizen. Or H1-B (if allowed) NO Subcontractors. Start Time: 12:00 AM End Time: 12:00 AM

Help Desk Analyst

Durham, NC
Contract
This is an Application/Production Support position where selected candidates will support the NC FAST application by assisting outside customers who are accessing the system. This role also requires a high level of customer experience and is not a hardware-based help desk role. This position acts as a member of the Operations and Maintenance Support Team responsible for monitoring incoming child welfare issues by diagnosing the root cause and resolving isolated issues or, if required, escalating user issues to development staff. Responsibilities: This position requires an understanding of child welfare policy and practice and works closely with business and technical teams as well as the child welfare section of the Division of Social Services to troubleshoot issues with a focus on determining root cause to prevent recurrence. Issues may be mitigated by engaging appropriate business/policy staff, software developers and/or client implementation specialists. Positions work with multiple groups to work through complex issues that include replicating, isolating and identifying a root cause while providing workarounds and testing, fixes, and patches and may assist with setup of staging or test environments. Positions may recommend product and process improvement strategies based on perceived trends or patterns in field issues. These positions will be a liaison between Business, Program Management, System Development, and A&I Tech Architects to coordinate any system change requests being created, budgeted, approved and implemented. Some statewide travel may be involved to support county workers. Skills: Experience and knowledge of browser-based applications.    Required    3 Years Experience researching, analyzing and interpreting automated system problems.    Required    5 Years Experience working in an Application/Production Support based (not hardware) help desk environment.    Required    3 Years Advanced knowledge of child welfare policy and practice in NC such as Intake, Assessment, In-Home Services, Foster Care, CPS, Adoptions.    Desired    1 Year Broad knowledge of the NC FAST application and functionality.    Desired    3 Years Experience writing and running SQL queries.    Highly desired    3 Years Experience in phone-based Customer Service focused roles, being able to think and respond quickly to customer questions.    Desired     Master's degree in social work from an accredited school of social work; or a bachelor's degree in social work and one-year related experience.    Desired      

Test Scripts Writer

Durham, NC
Contract
Our client seeks a contractor resource to assist with the development and implementation as a Test Scripts Writer. Duties Include: Analyzing business requirements for testability and completeness using Functional Specification Documents, Business Requirements Documents and Technical Design Documents, developing requirements into test conditions, cases and scripts, development and execution of automated scripts using HP Quality Center to thoroughly test software to ensure proper operation and freedom from defects. This position is responsible for reviewing test cases and other testing artifacts to ensure the accuracy and completeness of all test artifacts. This position coordinates testing, reports and tracks testing problems by providing reproducible test cases, work with other product team members to diagnose and recreate problems as well as prioritize and implement solutions and close problem reports. This position is responsible for test scripting data collection and analysis according to the project plan schedule and ensuring adherence to standard practices and procedures. Skills: Experience and proficiency in using HP test tools including Test Director/Quality Center 9.0 or higher and Quick Test Professional (QTP) 9.5 or higher    Required    5 Years Experience testing web, GUI, client/server, and database applications.    Required    5 Years Experience with requirements analysis and automated test cases/script development.    Required    5 Years Experience with manual or automated testing, testing tools, writing test plans and reviewing test cases.    Required    5 Years Strong analytical and problem-solving skills.    Required     Good oral and written communications skills in order to interact on a daily basis with system developers, business analysts, and others.    Required     Ability to prioritize tasks within the project and work with minimal supervision or guidance.    Required     Ability to work in a rapidly changing environment.    Required     Stable work history    Required     Experience with testing Curam products.    Highly desired    1 Year Experience testing for a health and human services project.    Highly desired    1 Year Experience with executing SQL to validate or test.    Desired    6 Months Experience navigating on a UNIX platform.    Desired    6 Months Experience developing and executing Selenium automation test scripts.    Desired    6 Months

Curam Business Analyst

Durham, NC
Contract
Our client requires the assistance of contract resources to serve as a Curam Business Analyst to support the development and implementation for child services project. This position will be responsible for managing IBM Curam business analysis work or projects with distinct deliverables to a solution. Tasks Include: Leading fit/gap, JAD sessions that map requirements to standard features and functions, develop functional designs, identifying and documenting business processes, issues, value levers, metrics, and capabilities. Identifying approaches to satisfy business requirements by conducting detailed analysis and technical design of one or more program areas for child services, in support of implementation of a comprehensive case management solution utilizing the Curam Business Application Suite. Utilizing knowledge of the Curam software product to: conduct and document gap analysis, identify evidence needed to support requirements, develop business and functional requirements specifications, assist with designing the business solution, and assist with user acceptance testing. Work also involves interpreting technical concepts to both technical personnel and non-IT business users and summarize and convey technical issues and problems identified, as well as conducting industry, competitive and State analyses (strategic, financial, operational), and business case development. This individual must support required system go-live activities, including conversion, support desk, site support, training delivery, logistics management, etc., perform PMO activities related to project time tracking, work plan updates, status reporting, service metric reporting, and related project administration tasks. Knowledge and experience with Curam workflow and rules in child services modules. Skills: Experience designing within the Curam software suite.    Required    5 Years Experience with problem identification and integration of technical skills to resolve issues.    Required    5 Years Ability to translate and communicate highly technical concepts to both technical personnel and non-IT business users.    Required    5 Years Ability to develop relationships/ partnerships with customers by responding to needs by exhibiting a sense of urgency.    Required    5 Years Ability to independently identify and develop solutions.    Required    5 Years Understand Curam Case Management functionality and associated business processes of a Social Security organization.    Required    5 Years Experience in business process analysis (Use Cases and/or process flows) and mapping (Gap Analysis) techniques in Curam.    Required    5 Years Ability to establish and maintain effective working relationships with customers.    Highly desired     Ability to organize, prioritize and follow complex and detailed technical and financial procedures.    Highly desired     Experience in business application consulting or development.    Required    5 Years Curam V6 Certification    Highly desired     Experience leading JAD sessions.    Required    5 Years Experience in mapping requirements to standard features and functions.    Required    5 Years Knowledge and experience with Curam workflow and rules in Curam child services Modules.    Required    5 Years  

IT Project Manager

Richmond, VA
Contract
APPLICATION / SOFTWARE PROJECT MANAGER (Not telecom) Responsibilities: Oversees various system projects of a highly complex nature. Generally, assigned projects within an individual business unit. Responsible for assembling a project team, assigning individual responsibilities, identifying appropriate resources needed, and developing a schedule to ensure timely completion of project and meeting deadlines of the project. Responsible for directing and monitoring the work of team members. Monitors assignments, ensuring that deadlines and budgets are met. Evaluates project progress and results. Ensures that projects meet budget goals and deadlines. An incumbent is monitored on projects' progress and results. Errors may cause significant disruption to operations or major costs. May also provide leadership to subordinate personnel and coordinate personnel activities. Qualifications: Ability to effectively manage cross-functional teams. Project management skills such as planning, scheduling, coaching, resource identification, budgeting are necessary. Excellent verbal and written communication skills. Proficient in the use of software tools such as the IT Project/Work database, MS Office, MS Project, and SAP. Other computer-related experience desired. PMP Preferred Comments/Special Instructions: Some limited travel *may* be required, although usually not. If so, it might be an overnight trip every other month, at most.

Program Director, OSHR - Expert

Raleigh, NC
Contract
Our client is seeking a results-oriented individual with a strong work ethic. Must be able to demonstrate excellent program management, negotiation, communication, and problem-solving skills. Responsibilities: Responsible for working with both senior-level business executives and IT personnel to define and execute program requirements and manage stakeholder expectations. Strategically plan and manage initiatives consisting of program components that meet Departmental, State and other stakeholder expectations. Responsible for the leadership, direction, and oversight of the project team(s) and of all vendor-related activities tied to the program. Report to Sr. Executive Management. Authorize and manage internal and external relationships (agency, Federal, vendor, and other State agencies) and dependencies across initiative components to ensure successful delivery of the program. Ensure efficient distribution of the technical and business resources; and will coordinate with business executives the initiation or continuation of the project(s) based on business requirements, business performance and available organizational resources. Responsible for establishing and executing adequate project management controls based on industry accepted methodologies and standards. These controls include the responsibility to monitor and control cost, schedule, performance, and risk; to ensure quality and security; overall integration and issues resolution and to perform administrative functions. Assess and monitor the business and financial performance of initiative components from a strategic perspective. Skills: Candidate should possess the following: hands-on experience performing in an IT program/project management role for large scale IT programs/projects.    Required    7 Years Experience preparing procurement/RFP documents, functional and non-functional IT application requirements, and managing third-party vendors.    Required    7 Years Ability to develop and maintain effective relationships with clients, management and project team members.    Required    7 Years Ability to interact effectively with technical personnel.    Required    7 Years Ability to translate and communicate technical concepts, information, plans and procedures to both technical and non-IT business personnel.    Required    7 Years Excellent written and oral communications; possess conflict resolution and negotiation skills.    Required    7 Years Knowledge of IT Project Management processes, procedures, documentation, and reporting criteria per PMI/PMBOK methodologies.    Required    7 Years Experience with Microsoft Project, Word, PowerPoint, and Excel.    Required    7 Years Experience in HR domain.    Required    7 Years Demonstrated ability to perform detailed work planning, risk assessments, and associated risk mitigation actions.    Required    7 Years PMP certification desired.    Nice to have    7 Years State government experience preferred    Highly desired    7 Years

Service Support Analyst- Senior

Raleigh, NC
Contract
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 IT 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 IT 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 IT 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 IT 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. Skills: 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 Year Work with vendors to arrange onsite support for issues such as those relating to telephone systems.    Required    3 Years

Process Assistant IV

Herndon, VA
Contract
Process Assistant IV Under general direction, this role performs the highest level of general clerical and administrative duties that support a specific workflow or phase within a business process. Performs a wide variety of specialized and complex clerical functions in the transaction of part(s) of a business process.   Responsibilities: Answers questions related to business process or function.   Performs complex clerical tasks requiring analysis, discretion and detailed knowledge of applicable policies and procedures including select and compile data and make calculations to translate data and information into required results, investigates and provides routine explanations for variations from generally expected results.   Works independently and exercises considerable discretion in the performance of duties and responsibilities.   Interprets policies and procedures and makes recommendations for improvements.  May provide guidance and assist in the training of less experienced staff. Completes special assignments and projects.   Utilizes computer equipment and related equipment to record and enter, store and retrieve information.   Compiles regular and special reports using established formats and procedures.   Resolves discrepancies and may communicate with various administrative and professional employees within and outside the company. Qualifications: Strong knowledge and understanding of the company or department procedures associated with administration and management of business process or function. May require certifications or special training. Ability to prioritize work and exercise a significant amount of discretion in the performance of duties and responsibilities. Excellent analytical and problem-solving skills. Ability to work independently. Excellent skills using a spreadsheet, word processing, graphics and database applications, and SAP.3 - 5 years related experience. Excellent oral and written communication skills. Ability to manage multiple activities and resources. Excellent personal computer skills. Education: High School or GED preferred Discipline

Technical Specialist 4

Harrisburg, PA
Contract
Overview Our client is seeking an individual who serves as a Senior Identity and Access Management (IAM) Engineer. The position is a blend of security, operations, and light development to the extent that these functions relate to Identity and Access Management and related process and technologies. The ideal candidate would be a subject matter expert with CA products such as CA SiteMinder (CA Single Sign-On) and CA Identity Manager in a mixed environment with Linux (Red Hat) and Microsoft Windows platforms and their related web technologies (Apache/IIS). This is a large professional environment where effective oral and written communication skills are needed, and accurate writing mechanics are desired. Responsibilities: Designs and develops usable, maintainable, and scalable identity and access management solutions that adhere to applicable laws, regulations, policies, and security requirements to ensure the accountability of users and the confidentiality, integrity, and availability of Identity & Access Management systems, networks, servers, and data. ?Demonstrates proficiency with IAM related architectures, tools, protocols, and configurations. This may include but is not limited to: SAML, OAuth, WS-FED, OpenID, SSO, CA SiteMinder 12.xx, CA Identity Manager 12.xx, CA Web Agents, CA Access Gateway 12.xx, reverse proxies, SSL/TLS, LDAP, DNS, Active Directory, custom user directories, URL encoding, tokens, certificates, load balancing, various systems that require identity and access management purview, and more. Partners with business stakeholders, and developers to participate in the integration of enterprise applications into IAM products and solutions by conducting analysis, gathering requirements, configuring IAM systems, modifying application authentication mechanisms, participating in testing, and related activities that support the SDLC as it relates to IAM functions. Conducts maintenance of IAM systems which includes but is not limited to security patching, installing or upgrading IAM related operating systems, IAM software such as CA SiteMinder, CA SSO, CA Identity Manager, and more. Follows design or installation specifications, ensures core operability, ensures interoperability with other systems and verifies correct system operation. Utilizes various types of web, network, and debugging tools/techniques to test, verify, troubleshoot, and resolve complex identity and access management problems referred from end-users, other information technology support divisions, business partners, and vendors. Uses ticketing and change management tools such as Remedy and ServiceNow to adhere to organizational ticket handling procedures and change management practices. Optimizes identity and access management systems for various use cases, and monitors system performance through the use of various network management tools such as Splunk, Microsoft System Center Operations Manager (SCOM), and related system management tools. Evaluates current and future demand on the IAM systems and makes appropriate recommendations to management. Researches emerging IAM technologies, review technical manuals, related documentation, and training materials to maintain current with new IAM services, products, and information technology developments. Provides consultative expertise regarding IAM technologies to management, junior staff, and other technology support units. Stays well informed of cybersecurity issues that pertain to IAM related systems, such as the threat landscape, IAM system vulnerabilities, and relates any knowledge gained to potential impacts on IAM operations and the agency's mission. Promotes awareness of IAM related security issues among the IAM team, management, and other IAM stakeholders as needed. Performs other duties as assigned. Skills: Professional experience in a large-scale distributed environment with CA SiteMinder (CA Single Sign-On) and CA Identity Manager.    Required    2 Years Experience participating in enterprise application integration into IAM products and solutions.    Required    1 Year Effective oral and written communication skills.    Required     Accurate writing mechanics.    Desired     CA Privileged Identity Manager Certified    Desired     CA Single Sign-On Certified    Desired      

Service Support Analyst- Mid Level

Raleigh, NC
Contract
  Our client is seeking a Service Support Analyst. The primary focus of this position will be to serve as the Unified Communications Operations Analyst for the states enterprise-wide shared Office 365 Cloud Solution, Mobility Management, Email Archiving, SMTP relays, and Mailman. As a Tier 2 operations analyst, this individual will be responsible for the daily operational support, application consulting and processing of Incidents and Service Requests by leveraging the organization's ITIL-based Policies and Processes. This position will also be responsible for the development of service-specific standardized operational procedures and processes to optimize the overall efficiency and effectiveness of the operational support staff for new and existing solutions. As Tier 2 operations support, this individual will also lead complex projects independently and serve as the escalation point for Tier 1 Incident and Problem Management and Request fulfillment activities. This position is highly technical in nature and requires regular off-shit, on-call, and weekend work. Specifically, this position will be responsible for: Performing daily operational customer support activities for Incident and Service Requests. Driving timely delivery and resolution of customer requests to meet all defined Service and Operating Level Agreements. Collaborating with Service Desk Team members to improve First Call Resolution (FCR) by encouraging a consistently high level of customer service and support of the Unified Communications portfolio of services. Coordinating resources across multiple teams toward a solution, implementation, and support. Effectively completing assigned Tier 2 analyst tasks in a timely manner while meeting or exceeding expected results and quality expectations. Driving service improvement by supporting and championing the Continual Service Improvement (CSI) efforts and processes within Unified Communications service operations teams. Executing assigned technology Requests for Change by leveraging the Change Management processes. Remaining up-to-date on Office 365 changes in service and product offerings. Provide application consulting to customers and O365 administrators. Consistently striving to learn new skills, evaluate new technologies, and apply new and existing techniques that can be leveraged to enhance the current service offering while improving professional competency in these disciplines. Configuration and support of Microsoft Office 365 Cloud Solution on various customer platforms. Understanding of the Enterprise Application Infrastructure and the integration between all systems. Troubleshooting, diagnosing, isolating, and resolving complex technical issues experienced by customers. Providing mid-level support and basic Linux commands for the SMTP Relay and Mailman List Services. Providing mid-level support for the Anti-Virus/Anti-Spam services using the US Internet Securence solution and administrative console. Ability to create and implement Power Shell Scripts. Participating in the weekly service on-call rotation and responding to escalations 24/7. Serving as the backup analyst fulfilling the general agency public records Email Restore requests in the event of resource deficiencies. Initiation and termination of accurate billing activities for assigned agencies of the Unified Communications services. Providing communication to end users concerning the status of Incidents, Service Requests, and Changes. Compiling data through the ITSM Tool that will be used for management information and reporting. Establishing and implementing work procedures to ensure the department can respond quickly and effectively provide customer support. Maintaining accurate information on all customer mailboxes and configurations within the service. Completing Root Cause Analysis tasks to accurately determine the true source of pervasive problems. Following Policy, Processes, and Procedures to ensure quick and effective resolutions. Developing and maintaining documentation of Office 365 Cloud Solutions, Mailman, Email, and Archiving processes, procedures, knowledge base articles, and implementing customer solutions. Training and Transition of procedures to Tier 1 Analysts. Performing additional duties as assigned and required to maintain operations. Skills: Direct experience in information systems application support of Exchange Email, SPAM filtering and Archiving enterprise-class systems.    Required    3 Years Experience with cloud-based application suites such as Microsoft Office 365 in a Windows environment.    Required    3 Years Experience in administration of the Microsoft Office 365 suite(Exchange Online, SharePoint Online, Skype for Business, OneDrive for Business).    Required    3 Years Experience working with various Email software clients such as Outlook.    Required    3 Years  

FileNet Administrator

Durham, NC
Contract
Our client seeks a contract resource to assist with the support of the Application Development Environment. This resource will focus on the creation and configuration of additional IBM FileNet environments for the States ECM System. Responsibilities: Candidates must administer and assist with the following related FileNet components: IBM Datacap, Content Collector, and Case Manager. Candidates must also assist in Architectural Reviews and support new county groups coming onto FileNet. This position will utilize IBMs System Monitor for proactive performance tuning, troubleshooting, and usage reporting, as well as develop and implement a maintenance schedule and handle second tier support for the ECM system environments. Skills: FileNet P8 5.2.x (Content engine, Process engine. Application engine, Content Navigator) or higher experience.    Required    5 Years Experience with FileNet Federation and Migration.    Required    5 Years IBM Datacap 8.x/9.x Admin. and support experience.    Highly desired    3 Years IBM Content Collector 3.x/4. experience.    Highly desired    3 Years IBM AIX, Linux and Windows 2012 Servers experience.    Required    5 Years Websphere Application Server 8.0/8.5 ND setup, configuration, troubleshooting, deployment, cluster, failover, DR and standby setup experience.    Highly desired    3 Years Oracle Database 11g/12c (schemas, tables, SQL/PLSQL, procedures) experience.    Required    5 Years Experience with Webservices, SOAP UI, CMIS standards and Apache Chemistry.    Highly desired    3 Years Experience with FileNet and Middleware and DB performance tuning.    Required    5 Years Experience with shell scripting.    Required    7 Years Ability to provide effective, clear communication (oral and written) to management, technical staff, and non-technical county partners and vendors.    Required     Bachelor's degree or equivalent technical education.    Required    

IT Trainer

Research Triangle Park, NC
Contract
Our client seeks a contract resource to assist with the training and implementation. The primary purpose of the Training Developer is to analyze the  system functionality to develop classroom facilitator-led learning solutions and eLearning courses to support implementation. Responsibilities: These positions will work closely with the Training Lead, Training Scripts Writer, Applications Lead and subject matter experts to understand requirements to design training and develop course materials, to develop and maintain Adobe FrameMaker templates and scripts, and to revise training materials for instructional training of adult learners. Skills: Experience in curriculum design and developing training materials for adult learners    Required    3 Years Understands the social services programs that drive the efforts of the county, regional, and state staff who administer those programs.    Required    3 Years Research and evaluate the case management software in order to translate the software functionality into effective learning materials.    Required    3 Years Ability to assist with scheduling, preparing for and participating in quality assurance checks on training materials that have been developed.    Required    3 Years Experience working with training developers, program subject matter experts, technical support and others to assure training materials are effective.    Required    3 Years Experience in business analysis, MS Office Suite (e.g., MS Word, MS Excel, MS PowerPoint).    Required    3 Years Experience in Learning Management System (LMS) technology such as Moodle, XML, HTML.    Required    3 Years Experience in computer-based training instructional design, with learning program design systems.    Required    3 Years Experience in software that may include Adobe FrameMaker, Adobe Captivate, Photoshop, Adobe Breeze, Dreamweaver, Visio or other training applications.    Required    3 Years Experience developing dynamic instructional training materials using interactions and simulations to create interactive, engaging course content.    Required    3 Years Experience developing interactive media presentations that enhance the online educational experience.    Required    3 Years Experience with adult learning practices, principles, and procedures in the classroom and online presentations.    Highly desired     Ability to assist with basic application software and hardware support.    Highly desired     Must have a strong understanding of internet concepts and web technology.    Highly desired     Ability to clearly communicate in oral and written form, and deal effectively with diverse groups to accomplish the objectives.    Highly desired    

Systems Administrator 3

Harrisburg, PA
Contract
Our client is seeking a Systems Administrator 3. This position will be primarily focused on Application Support, Windows Server Administration, along with supporting various other technologies. Will also be responsible for evaluating, preparing and recommending technical solutions, as well as troubleshooting complex problems with a wide variety of applications. 1. System management of enterprise servers A. Deploy servers and applications to meet the needs of project teams. B. Determines server sizing and configuration. C. Assists in the development of configuration standards. D. Monitors the availability of updates/upgrades, tests and installs updates/upgrades. 2. Works directly with staff in coordination and deployment of projects. A. Work with partners and employees in deployment activities. B. Works closely with Application Teams to deploy code/applications through multiple environments. C. Attend meetings with developers, users, and partners. 3. Perform proactive monitoring of enterprise systems. A. Monitors system performance and provides statistics to identify capacity or performance problems and makes technical recommendations for appropriate action. B. Respond to alerts and resolve issues identified through monitoring tools. 4. Provides direct support for system issues. A. Proactively identifies and resolves problems. B. Responds to system related trouble calls including hardware and software. C. Use software such as Remedy to report, track and resolve issues. D. Places service calls for servers and network equipment. E. Assists service providers in resolving service calls. 5. Perform related duties as required. Qualifications: Minimum of a bachelors degree in computer science or related field or equivalent as well as a minimum of 3 years of experience or Associates degree in computer science or related field and 4 years of experience. Specific knowledge required in the following areas: Windows Server 2008, 2012 R2 & 2016, Microsoft IIS 7.5, 8.0 & 10, IBM Lotus Domino Server, IBM WebSphere Application Server, IBM HTTP Server/Apache, TLSv1.2, Windows Schannel security and OpenSSL. Working knowledge of networking concepts and technologies - including TCP/IP, DNS, and load balancing Working knowledge of security concepts and technologies - including PKI, certificate management, TLS/SSL and firewalls Strong knowledge of Microsoft Windows Working knowledge of Microsoft Office products Demonstrated ability to establish and meet work schedules within limited time frames and under tight deadlines and a willingness to work off hours as needed to accommodate maintenance windows Effective verbal communication skills are required to work with all levels of the organization including management, vendors, and various personnel. Effective writing skills are required to produce implementation plans, server builds documents and document work performed. Superior interpersonal and customer service skills required including the ability to work effectively in a team environment. High level of proficiency in effective problem solving required. Working Conditions Weekend, shift work, holiday, on-call, and overtime may be required. Work may require lifting equipment/supplies Work may require travel to and from the various locations. Skills: MS Windows Server 2008 R2 to 2016 experience (environment of 30+ Servers).    Required    4 Years Microsoft IIS configuration and support    Required    4 Years IBM HTTP Server/Apache support    Required    2 Years IBM WebSphere support experience    Nice to have    2 Years IBM Lotus Domino Server 8.5 or newer    Nice to have    2 Years Knowledge of Active Directory    Nice to have    2 Years

IT Systems Engineer Team Lead

Chesapeake, VA
Contract
Our client is searching for an IT Senior Systems Engineer that is potentially capable of being a Team Lead. This position will be a hands on the keyboard technical position responsible for senior system engineering of an IT infrastructure environment. Responsibilities: The systems engineering team is responsible for server builds and support, network engineering, storage solutions, messaging and directory services, remote working technologies and IT customer service. The IT Senior Systems Engineer will be the resident POC/SME per infrastructure platforms and systems engineering efforts for the DIT as efforts matriculate from Conceptual phase through Implementation phase while also supporting Current Operations. This position supports the coordination of and delivery of IT system engineering and operational support services to include IT system engineering, IT operational issues, IT network engineering, IT infrastructure support services, IT service management and asset inventories, requests for new IT infrastructure services and improvements in IT workflow processes. There may be occasional lifting up to 35 pounds including activities such as moving files and small equipment. This is a hands-on-keyboard/technical position with some reporting responsibilities. Qualifications: The IT Senior Systems Engineer will have experience with large enterprise system infrastructure platforms to include network communication/topology, server infrastructure, messaging and directory services, systems engineering design/implementation, IT security and IT disaster recovery. The IT Systems Engineer Team Lead will have the following minimal qualifications: 5 to 7 years experience relating to systems engineering of large enterprise systems with a specialty in at least two of the following areas. Network Communications/Topology, Server Infrastructure, Messaging and Directory Services, IT Storage Solutions, IT Security, Systems Engineering and IT Disaster Recovery. 5 to 7 years experience of IT server and network systems with emphasis on IT systems engineering and operations technical support services. 5 to 7 years experience of IT server-based applications and the life-cycle management with a demonstrated ability and skill to analyze, evaluate, and resolve complex IT problems. Strong understanding and familiarity with the following technologies: VMWARE ESX Hosts 6.0; VSHPERE Client 6.0; Hyper - V and Fail Over Manager Clusters; Exchange 2008 R2 Server with exchange 2010 version; HP Blade Chassis C 7000; HP Blade servers; Unitrends and DPM Backups; HP 3 PAR, EMC, Left Hand, and Quantum Storage; vADC Load Balancer; Alteon VX Radware; Cisco Layer 2 and Layer 3 Routers; Core 4506; Nexus 5k; HP Aruba Layer 2 and Layer 3 and Core 5406 5412; HPE Blade Switches and Flex Switches 5700; MITEL , SIEMENS , ATOS VoIP Systems; Sophos XG-750, RedBox; 7 to 9 years experience of IT customer service experience and understanding of a complex multi-vendor matrixed IT environment. 3 to 5 years experience of IT cross-functional awareness and how the IT platforms support the functional business needs. 3 to 5 years experience bringing new Infrastructure platforms to fruition from concept to implementation. College Degree in IT field and/or at least 10 years of IT experience. Although it is not a requirement, at least 3 years experience supporting public sector IT environments. This position is targeted to last 6 months to a year. Skills: Experience leading technical teams in support of day-to-day operations.    Desired    Years Systems Engineering experience with large enterprise system infrastructure platforms.    Required    5 Years Technical support of IT Server and Network systems with emphasis on IT Systems Engineering.    Required    5 Years Analyzing, evaluating and resolving complex problems within server-based applications.    Required    5 Years Building infrastructure platforms from concept to implementation.    Required    3 Years College degree in the IT field or an additional 4 years of experience to all required skills.    Required    

Windows Sys Admin

Richmond, VA
Contract
Our client is seeking a Windows Systems Administrator. Duties: Under direct supervision of the Director of Information Systems, the Systems Administrator will be responsible for all aspects of the server infrastructure, administering and maintaining the Cisco VOIP system, shared the responsibility of the network environment and providing Tier 3 end user support. Other duties of the position include (but are not limited to) the following: Manages all system servers and other system components including installation, configuration, maintenance, security, and troubleshooting. Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities. Create, change and delete user accounts in Microsoft Active Directory, Microsoft Exchange and Cisco phone system. Perform daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary. Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems, and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups. Assist with Tier 3 support requests as appropriate. Administer Active Directory 2012 environment, multiple Windows-based servers, clustering servers, Exchange 2010. Continue personal development and education to remain informed of current industry development and technologies. Proactively identify and troubleshoot issues. Follow department procedures and protocols for troubleshooting and resolving issues. Use of a wide range of software applications and tools to diagnose and resolve issues. Work closely with other Information Systems members to fulfill end-user needs. Assist other team members with project tasks as assigned. Build and maintain positive relationships with vendors, OAG employees, and IS team members. Serve as backup for the network engineer on an as-needed basis. Performs other duties as assigned with the ability to sometimes work evenings and weekends. Qualifications: Bachelor's degree in Computer Science, Information Systems or technology-focused major or at least five years of related working experience. Microsoft Systems Administration/System Engineer certification is a plus. Working experience with Windows operating systems (specifically Server 2012), servers, applications (VM Ware knowledge required). Working knowledge of VOIP systems with experience configuring Cisco Call Manager and Unity Systems (Adds/Moves/Changes). Understanding of network troubleshooting, SAN, VPN, firewall and Internet connectivity (DHCP, DNS, and wireless). Candidates must possess good interpersonal, customer support, verbal and technical writing skills and be a self-starter with ability to achieve deadline driven priorities is essential. Candidates must have the ability to collaborate and work in a team environment; exhibit professional initiative and self-direction; and the willingness and ability to document knowledge and share with others is required. Strong communication skills and creativity as a problem solver is a must. Must have a passion for new technologies, motivation and time management skills and attention to detail. Skills: Bachelors degree in an IT field AND 1 year of experience as Windows Sys Admin (or same functions), OR 5+ years experience as Windows Sys Admin.    Required   Microsoft Server 2012 or newer - admin/configuration.    Required    1 Year Active Directory 2012 or newer - admin/configuration - creation/changes/deleting user accounts.    Required    1 Years Experience applying OS patches and upgrades.    Required    1 Year System Server Management - installation, configuration, maintenance, security, and troubleshooting.    Required    1 Year Tier 3 support.    Required    1 Year VoIP systems - configuration in Cisco Call Manager and Unity Systems (Adds/moves/changes).    Required    1 Year VM Ware.    Required    1 Year Additional Information: Candidates must be a U.S. citizen, possess a U.S. Work Permit or have Permanent Residency. Candidates MUST be eligible for hire - will have the opportunity to apply/int/be hired as an FTE in approx. 4 months. LOCAL candidates STRONGLY preferred.

Training Content Developers

Durham, NC
Contract
Our client seeks contractors to develop instructor-led learning solutions and eLearning courses for the implementation. Position analyzes the system functionality and works with the Training Lead, Training Scripts Writer, Applications Lead and subject matter experts to design training/develop course materials, develop and maintain Adobe FrameMaker templates and scripts, and revise training materials for training adult learners. Tasks Include: Training task analysis, gathering/incorporating course content, applying instructional design theory and utilizing instructional technology tools such as Learning Gateway to enhance learning and ensure that design and delivery are consistent with identified learning goals/objectives. Training content may include developing templates, graphics, and audio/visual materials for use in online training, interactive web-based, facilitator guides, PowerPoint presentations, participant guides and tests, job aids and other classroom materials. Skills: Experience in curriculum design and developing training materials for adult learners.    Required    5 Years Experience with eLearning technology and experience in developing instructor-led and online training courses.    Required    5 Years Experience creating tests, surveys, and lessons learned reports based on course objectives.    Required    5 Years Experience with learning software that may include Adobe FrameMaker, Adobe Captivate, PhotoShop, Adobe Breeze, Dreamweaver, SnagIt, and Visio.    Required    5 Years Prefer experience with a Learning Management System (LMS) technology such as Learning Gateway.    Highly desired    3 Years Experience with computer-based training instructional design.    Required    5 Years  

Systems Analyst

Glen Allen, VA
Contract
Our client is seeking a Systems Administrator. Under general supervision, this fully competent role formulates and defines system scope and objectives through research and fact-finding to develop or modify moderately complex information systems. Responsibilities: Prepares detailed specifications from which programs will be written. Guides and advises less experienced Systems Analysts. Works with an individual business unit in a multi-platform environment on multiple project assignments. Requires guidance in complex problem areas, errors may cause minor delay, expense, and disruption. Qualifications: Experience in technical system analysis and business area system analysis. Provides technical consulting. Serves as an analytical expert in one or more highly specialized phases of applications systems analysis. Formulates or defines system scope and objectives. Often acts as a business expert, and assists users in defining needs. Recommends best technologies to enhance current systems. Conducts system architecture and business information flow studies. Recommends appropriate computer platforms, workstations, and communication linkage to support specific business processes and information flow. Works company-wide, in multi-platform environments, on multi-project assignments. Guides and advises less experienced Systems Analysts. Errors may cause significant disruption to operations or major costs. May act as a project work team or group leader. Perform other duties as requested or assigned. Education: Bachelors preferred Discipline Business, Computer Engineering, Computer Science, Information Systems, Mathematics Skills: Data Warehousing     WebLogic     Oracle      Data Modeling     Web Development       Technical Writer       SQL Plus       Web Services      

Lead Java Application Developer

Richmond, VA
Contract
Our client is seeking a Lead Java Application Developer. Responsibilities: Developer on Payment Fraud tech team responsible for implementing new and enhancing existing Spring boot micro-services, Spark jobs to support predicting payment fraud. Skills: Candidate should be strong in Spring/Java and should have at least one year experience working with AWS, Spark, and Kafka.

Senior Technical Specialist

Harrisburg, PA
Contract
Astyra is seeking a Technical Specialist to work with part of an agile team focused on development and configuration of .NET applications. The candidate must also be extremely strong and well-versed in UI/UX design and architecting systems. Extensive experience utilizing Visual Studio 2013 or newer is required. This individual will work as part of a development team that is following agile development methodologies, so experience with agile/SCRUM development is preferred. Specific skills listed below   Manage and complete assigned tasks in TFS/VSTS Knowledge of SDLC and technology lifecycle processes Utilizes configuration management tools, design tools, debugging tools, and any other environment specific tools necessary to create, test, and implement an application. Design and Develop UI screens. Participates in structured code reviews / walkthroughs. Creates and provide content for operational documentation to Technical Writers.

Electrical Engineer

Richmond, VA
Contract
Technical Consultant This role is capable of independently performing difficult and complex work requiring a thorough knowledge of the subject matter and significant experience within the designated company area or specific engineering discipline.   Responsibilities: Responsible for providing expert technical or engineering support, direction and advice for the development of projects, programs, and engineering products.  Independently performs technical or engineering evaluations, calculations, analysis, and design to support the requirements of the designated company area or specific engineering discipline.   Incumbents are expected to provide technical expertise and leadership to solve complex technical problems and to manage multifaceted projects.   Applies technical expertise to major projects.   Works independently and applies extensive and diversified knowledge and experience to resolve complex problems.   Requires significant experience as a technical lead as well as specialized certifications, education, knowledge or experience required by the work. Qualifications: Knowledge of business/financial and contractual matters. In-depth knowledge of the operation, maintenance, and technical design applications. In-depth knowledge of the design and operation of complex systems and equipment indicated by advanced certification of licenses. In-depth knowledge of industry codes, government regulations, and company policies and practices. Strong leadership skills. Equally effective working independently or in a team environment. Proven decision-making skills. Proficient oral and written communication (including technical writing) skills.  Proficient in use of computer program applications. Strong organizational and project management skills and evaluation techniques. Ability to address issues applying analytical and abstract thinking. Ability to resolve problems and process information quickly Education: Bachelors preferred Discipline Engineering Technology, Technical Skills Required 5 years of Experience: Electrical Engineer     Access 2000     Technical Support     Excel 7.0   

Customer Care Associate II

Orlando, FL
Contract
Our client is seeking a Customer Care Associate II. This position is a frontline service position providing assistance to members and providers regarding programs, policies, and procedures. Responsibilities include answering incoming calls related to eligibility, benefits, claims, and authorization of services from members or providers. Responsibilities also include the administration of intake documentation into the appropriate systems. Overall expectations are to provide outstanding service to internal and external customers and strive to resolve member and provider needs on the first call. Performance expectations are to meet or exceed operations production and quality standards. Essential Functions: Actively listens and probes callers in a professional and timely manner to determine the purpose of the calls. Researches and articulately communicates information regarding member eligibility, benefits, EAP services, claim status, and authorization inquiries to callers while maintaining confidentiality. Resolves customer administrative concerns as the first line of contact - this may include claim resolutions and other expressions of dissatisfaction. Assist efforts to continuously improve by assuming responsibility for identifying and bringing to the attention of responsible entities operations problems and/or inefficiencies. Assist in the mentoring and training of new staff. Assume full responsibility for self-development and career progression; proactively seek and participate in ongoing training (formal and informal). Comprehensively assembles and enters patient information into the appropriate delivery system to initiate the EAP, Care, and Utilization management programs. Demonstrate flexibility in areas such as job duties and schedule in order to aid in better serving members and help achieve its business and operational goals. Educates providers on how to submit claims and when/where to submit a treatment plan. Identifies and responds to Crisis calls and continues assistance with the Clinician until the call has been resolved. Informs providers and members on the appeal process. Lead or participate in activities as requested that help improve Care Center performance, excellence, and culture. Links or makes routine referrals and triage decisions not requiring clinical judgment. Performs necessary follow-up tasks to ensure member or provider's needs are completely met. Provides information regarding their in-network and out-of-network reimbursement rates and states multiple networks to providers. Refers callers requesting provider information to Provider Services regarding  professional provider selection criteria and application process. Refers patients/EAP clients to the Care Management team for a provider, EAP affiliate, or Facility. Responsible for updating self on ever-changing information to ensure accuracy when dealing with members and providers. Support team members and participate in team activities to help build a high-performance team. Thoroughly documents customer comments/information and forwards required information to the appropriate staff. Requirements: Responsible for meeting call handling requirements and daily telephone standards as set forth by management. Must agree to observe service for the purpose of training and quality control. Must be a proficient typist (avg. 35+ WPM) with strong written and verbal communication skills. Must be able to maneuver through various computer platforms while verifying information on all calls. Must be able to talk and type simultaneously. Customer Service Education: High School (Required) GED (Required) Additional Information: Shift variable from 8:30 AM - 7:00 PM  Potential to become temp to hire; not assured. Phone interviews must be flexible in scheduling and comfortable with change as customer service is an ever-changing environment. Start Time: 08:30 AM End Time: 07:00 PM

QA Specialist - Sr

Richmond, VA
Contract
Department Marketing Statement The Loyalty Platform team is a high-impact, horizontal services group. The team works on setting the long-term vision of the company's Rewards strategy, developing and executing strategic opportunities, and providing end to end service for Rewards Customers. They support Rewards efforts for all Enterprise LOBs including US/SB Card, CA Card, and Partnerships. The Configuration Specialist (CS) role is responsible for the configuration, testing and implementation of Rewards earning and redemption capabilities across our various platforms. Execution of ad-hoc reporting to support issue management and run-the-engine efforts within the team is also required. Candidate will often drive work streams within larger initiatives. Responsibilities: Educates internal customers on rewards functionality and design options. Assesses the viability of new rewards product configurations/requirements. Supports the configuration of Rewards earning and redemption capabilities as well as digital content. Provides business campaign support. Works on cross-functional teams to implement new rewards products; may drive workstream. Partners with Tech to integrate new technology/infrastructure enhancements into the business as usual environment. Proactively manages risks in both individual and team delivery processes. Defines and maintains test cases with expected outcomes for rewards configuration testing. Performs test execution, both automated and manual, within complex integrated systems. Creates and executes queries on rewards data in data warehouses for testing and audit purposes. Ensures the logging, tracking, communication, and resolution of testing issues and defects. Facilitates testing outcome walkthrough meetings. Audits existing rewards program portfolio and assists in the remediation of findings. Drives improvements to existing testing processes, methods, and tools. Qualifications College Degree or equivalent work experience. (preferably in a technical field) Detail-oriented with strong time management & organizational abilities. Strong problem-solving and analytical skills. Quick learner and able to multitask in a fast-paced environment with minimal supervision. Proven analytical ability and effective influencing skills. Highly motivated and able to work both independently and within teams. Able to articulate technical information to non-technical peers and leadership. Knowledge of basic testing methodology and documenting test plans, execution results, and gathering and evaluating test metrics for test reporting. Basic knowledge of Process Management Methodology. (1-2 yrs experience) Proficiency with G-suite. Technical Skills/Tools Required Ability to query and interpret data stored across multiple data sources (Postgres, Cassandra, Mongo). Working knowledge or experience with different database structures (relational, NoSQL) and query techniques. Working knowledge or experience with writing/executing automated test cases. Work Schedule Hours are M-F approximately 9:00 to 5:00 with some flexibility.

Business Analyst - Mid-Level

Raleigh, NC
Contract
  Our client is seeking a Business Analyst resource with specialized knowledge and experience in ServiceNow. They provide technology services to state agencies and other government customers across North Carolina. One of the services provided to our customers is IT Service Management (ITSM) which delivers a cost-effective, reliable, scalable, secure, feature-rich software tool that can be used by state agencies to manage incidents, service requests, problems, and changes in support of customers and lines of business. This service is being transitioned to leverage a new software platform and the state is seeking an experienced Business and Systems Analyst to support the efforts of the implementation and service delivery team as the service is transitioned to be delivered leveraging the ServiceNow platform. The Analyst will work in close coordination with process owners within the organization to understand needs and expectations and assist the implementation team in configuring the platform to meet those needs. The effort will leverage an Agile methodology and the Analyst will be a key team member during implementation, testing and training efforts as the service is launched on the new platform. Key Skills & Responsibilities A strong knowledge of business processes within the IT Service Management domain. Experience supporting business applications delivered on the ServiceNow platform. Experience with Agile project delivery methodologies including user story development, defining acceptance criteria and backlog management. Experience supporting user acceptance testing and user training activities. The ability to plan and monitor analysis work. The ability to work effectively with cross-functional teams and business stakeholders. Strong written and verbal communication skills. Minimum Education and Experience Requirements Bachelors degree in Computer Science, Computer Engineering or closely related degree from an appropriately accredited institution; 5 years of experience in IT business analysis work; or an equivalent combination of education and experience. Skils: A strong knowledge of business processes within the IT Service Management domain.    Required    5 Years Experience supporting business applications delivered on the ServiceNow platform.    Required    5 Years Experience with Agile project delivery methodologies including user story development, defining acceptance criteria and backlog management.    Required    5 Years Experience supporting user acceptance testing and user training activities.    Required    5 Years The ability to plan and monitor analysis work.    Required    5 Years The ability to work effectively with cross-functional teams and business stakeholders.    Required    5 Years Strong written and verbal communication skills.    Required    5 Years Bachelors degree in Computer Science, Computer Engineering or closely related degree from an appropriately accredited institution.    Required    5 Years 5 years of experience in IT business analysis work; or an equivalent combination of education and experience.    Required    5 Years

Technical Specialist - Expert - High

Raleigh, NC
Contract
Our client is seeking an expert level Technical Specialist for a 12-month engagement on the Information Technology ServiceNow effort. The candidate must have proven and demonstrated experience with developing and delivering training for ServiceNow, adult training practices, in addition, the person will be responsible for the technical writing and testing of knowledge base articles based on the needs of their customers. This contractor should have extensive knowledge of all modules in ServiceNow to create cohesive experiences. This position will be assigned to NHC 293. Responsibilities: Create and implement technical ServiceNow training solutions. Analyze, develop and create training requirements and curriculum for an integrated enterprise platform that will support collaboration, communication and content management. Acts as project technical and content training lead as needed. Develop and build training for ServiceNow, as well as related systems. Provide knowledge transfer to trainers who will be responsible for long term training delivery. Develop "Quick Tips and Tricks sheets for end-users which may include written procedures/document and/or video(s). Create training plans and project schedules associated with training tasks. Collaborating as a dedicated team member and demonstrating the ability to clearly communicate with other team members. Skills: Experience training in ServiceNow.    Required    7 Years Experience creating training videos, using tools like Camtasia.    Required    7 Years Expert level documentation skills - both written and video.    Required    7 Years Strong analytical and conceptual skills.    Required    7 Years Strong written and verbal communication skills.    Required    7 Years Experience in review and analysis of project requirements.    Required    7 Years Ability to effectively organize and present large amounts of content to end users.    Required    7 Years Ability to handle multiple tasks at a given time.    Required    7 Years

Trainer-Content Developer

Durham, NC
Contract
 ** Please Note: Extensive statewide travel is required up to 80% of the time. Work hours may occasionally include evenings and weekends. ** Our client seeks a contract resource to assist with content development and delivery of training and implementation activities. This role will develop and provide system training on the case management system to staff within the Department and to the county department of social services staff. The trainer/content developer will be responsible for providing effective and creative classroom and virtual facilitation of training for all levels of employees who oversee and administer nine federal and state economic benefit and social services programs that are managed through the system. Skills: Experience leading training sessions in a variety of formats that may include in person, virtual and/or webinar.    Required    2 Years Experience preparing classrooms and instructional materials in advance of instruction.    Required    2 Years Experience evaluating student progress and making recommendations for continued training participation.    Required    2 Years Experience gather, review and analyzing course evaluations, and identifying gaps in training needs.    Required    2 Years Experience providing feedback on learning curriculum and methodology to assure program relevance and user comprehension.    Required    2 Years Experience working with program subject matter experts, technical support, and others to develop and assure good training materials are used.    Required    2 Years Experience with Adobe FrameMaker and Adobe Captivate.    Required    2 Years Experience with processes to prepare for and conduct classroom training including facility management, course scheduling, and student registration.    Required    2 Years Experience with adult learning practices, principles and procedures in the classroom and online presentations.    Highly desired    2 Years Experience assisting with basic application software and hardware support.    Highly desired    1 Year Excellent oral and written communication skills.    Highly desired     Strong understanding of internet concepts and web technology.    Highly desired    1 Month Working knowledge of the Moodle learning management system.    Desired    6 Months Extensive statewide travel is required up to 80% of the time in the performance of the work.    Required     Position requires statewide travel. Valid Driver's License and reliable transportation required.    Required      

Help Desk Analyst

Durham, NC
Contract
Our client is seeking a Help Desk analyst. The position will act as a member of the operations and maintenance support team responsible for monitoring incoming issues unable to be resolved by front line Help Desk staff by diagnosing the root cause and resolving isolated issues or, if required, escalating customer issues to development staff. Responsibilities: The position works closely with business and technical teams to troubleshoot issues with a focus on determining the root cause to prevent recurrence. Issues may be referred to specialized business/policy staff, software developers and/or client implementation specialists. Position work with multiple groups to work through complex issues that include replicating, isolating and identifying a root cause while providing workarounds and testing, fixes, and patches, and may assist with setup of staging or test environments. Positions may recommend product and process improvement strategies based on perceived trends or patterns in field issues. These positions will be a liaison between Business, Program Management, System Development, and A&I Tech Architects to coordinate any system change requests being created, budgeted, approved and implemented. Skills: Experience and knowledge of browser-based applications.    Required    3 Years Experience researching, analyzing and interpreting automated system problems.    Required    3 Years Experience working in a help desk environment.    Required    3 Years Working knowledge of social services and Medicaid programs and systems.    Desired    1 Year Broad knowledge of application and functionality.    Desired    1 Year Experience writing and running SQL queries.    Highly desired    3 Years

Business Analyst 3

Harrisburg, PA
Contract
Our client is seeking a Business Analyst. The e-Permitting Project, is a scalable solution that is committed to reducing the processing time of the Departments Permit Review Process. It provides better service to the regulated community, greater transparency to the public, and improved data quality to the Department. The position will be part of a large team working toward improving the existing system, and continuing to add features and functionality per requirements gathered from interactions with program areas within the Department. The Business Analyst is responsible for the set of tasks and techniques used to work as a liaison among stakeholders in order to understand the structure, policies, and operations of an organization, and to recommend solutions that enable the organization to achieve its goals. Qualifications: Experience participating in Facilitated Workshops for requirements analysis. Experience creating workflows using formal notation such as the Business Process Modeling Notation (BPMN). Knowledge of formal requirements gathering methodologies. Experience developing Business Requirements - project initiation document, what the needed achievements will be, and the quality measures. Experience developing Functional requirements - describe what the system, process, or product/service must do in order to fulfill the business requirements. Experience developing User (stakeholder) requirements - are a very important part of the deliverables, the needs of the stakeholders will have to be correctly interpreted. This deliverable can also reflect how the product will be designed, developed, and define how test cases must be formulated. Experience developing Quality-of-service (non-functional) requirements - are requirements that do not perform a specific function for the business requirement but are needed to support the functionality. For example performance, scalability, quality of service (QoS), security and usability. Experience developing Report Specifications - define the purpose of a report, its justification, attributes and columns, owners and runtime parameters. Experience developing Requirements Traceability Matrix - across matrix for recording the requirements through each stage of the requirements gathering process. Strong organization and writing skills. Experienced developing graphic representations of complex business processes. Willing to assist with training, developing user guides or other Business Analyst activities when necessary Experience creating user stories, tasks, and bugs in Azure DevOps Studio Strong organization and writing skills. Communicates clearly and works with users and client as necessary. Skills: Experience using formal requirements gathering methodologies    Required    2 Years 4-year college degree or equivalent.    Highly desired     Experience developing business, functional, and non-functional requirements    Required    2 Years Experience developing Requirements Traceability Matrix    Required    2 Years IIBA-certified Business Analyst    Desired      

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