Business Process Analyst (Help Desk Operations)
Lockheed Martin Corporation 2,450 reviews - Albuquerque, NM

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Expertise in Help Desk Operations
Knowledge of Help Desk Technologies including ticketing, Interactive Voice Response, and Call Recordings
Proficient in Microsoft Office software (Word, Excel, Project, PowerPoint)
Strong Written and Verbal Communications Skills
Knowledge of Federal Human Resource Practices Desired skills Knowledge of the HRAccess suite of Help Desk technologies (Siebel, Genesys, NICE)
Strong organization skills
Expertise in Federal Human Resource Call Center Operations Specific Job Description **Candidate can work out of either Vienna, Virginia OR Albuquerque, New Mexico**

The Help Desk Operations Lead will support the HRAccess Mission Office as follows:
  • Lead and administer the Help Desk Working Group from the HR Perspective
  • Translate Help Desk business needs into high level system requirements
  • Focus on environmental scanning for changes that impact the entire program
  • Support Proposals by participating in proposal teams to ensure that proposals reflect an integrated solution with the right mix of IT and Operations
  • Identify trends through surveillance; review error reports, incident reports, CARs, etc. to determine trends and work with IT and Operations on follow up actions
  • Support the Flow of Internal Communications
  • Ensure that IT, Release Management, Operations and Mission Operations are in sync on major activities (production outages, etc….)
  • Ensure that planned outages are coordinated and communicated appropriately
  • Support the Flow of External Communications
  • Ensure that communications to the customer on major activities, issues, etc is well-coordinated and appropriate
  • Ensure that planned system outages are coordinated and communicated to the customer appropriately
  • Support the Program COOP and Contingency Plans; Maintain and update the COOP and contingency plan for the Help Desk and ensure that the Help Desk operations team is included in planning and execution
  • Support and coordinate Priority 1 and Priority 2 IT and Operations Issues as they relate to the Help Desk; Ensure that appropriate resources are coordinated and working the issues and communications; provide internal and external updates on issue resolution; responsible for coordinating incident reports and final submission to Senior Management Standard Job Description Analyzes business and technical processes to formulate and develop new and modified business information processing systems, such as production and inventory control systems, financial tracking systems, marketing and human resources systems. Represents the business unit to define requirements and business cases for the technology developments. Coordinates with business and technology teams, ascertaining system requirements, such as program functions, output requirements, input data acquisition, and system techniques and controls. Requires knowledge of e-commerce tools, computer system capabilities, business processes, and work flow. Security Clearance Public Trust Typical Minimums Bachelors degree from an accredited college in a related discipline, or equivalent experience/combined education, with 10 years of professional experience; or 8 years of professional experience with a related Masters degree. Considered an emerging authority. LMCareers Business Unit ESS0997 IS&GS-CIVIL (S8200) Business Area Info Systems & Global Sol Program HRAccess Department 6190024:TSA-IHOPP (OS) Job Class Information Technology Job Category Experienced Professional City Albuquerque
Vienna State New Mexico
Virginia Relocation Available No Work Schedule STANDARD-Mon-Fri/8 hours a day Req Type Task Order/IDIQ Direct/Indirect Direct Shift First

About this company
2,450 reviews
As a leading technology innovation company, Lockheed Martin’s team of people works with partners around the world to bring proven...