Job Seekers, Please send resumes to resumes@hireitpeople.comShort Description: Policy and Procedure Analyst - Customer Solutions & Support
Complete Description: The Policy and Planning Specialist –This position will manage the VITAOneStop (central intake) mailbox. This position works closely with the Work Request (WR) process by managing the queries from customers through the VITAOneStop mailbox and processing all WR requests. It works closely with the Customer Account Managers (CAMs) to help them follow-up, assess, and manage the performance of the service provider and to provide proactive and timely support. This position will write new customer services processes as VITA OneStop customer support expands into new areas; update old processes; and provide process mapping for all customer support activities. The role works in VCAST (VITA Customer Account Support Tool) ensuring that accounts and contacts are updated and maintained appropriately.
The person in this position will provide a process map of customer service activities, identify gaps in processes and make recommendations for process improvement, write and/or verbally communicate with customers following up on CAM requests and/or issues raised by customers, ensure resolution of issues, monitor activities in VCAST and advise the Customer Service Analyst if a resolution has not been obtained.
This position will clean up and set up SharePoint sites (Administrator) ensuring that content is kept up to date and is easily retrievable; and will generate reports from the Work Request System registry to ensure that work requests are processed timely, and reconcile VITA’s Work Request System data to Northrop Grumman’s information.
What knowledge, skills, abilities, experiences, certifications are needed for this position?
• Undergraduate degree in Computer Science or business-related field desired.
• Expert abilities with Microsoft Office products, in particular Visio, Excel and Word. Demonstrated experience with process mapping.
• Strong knowledge of SharePoint 2013. Lower or higher version experience may substitute.
• Excellent verbal and written communication skills.
• Strong organizational skills, not only for self, but in the management of others.
• Ability to develop and/or improve service enabling processes.
• Knowledge of project management and its best practices and methodologies desirable.
Skill | Required / Desired | Amount | of Experience |
Expert abilities with MS Office products, in particular, Visio, Excel and Word. | Required | 5 | Years |
Strong knowledge of Sharepoint 2013. | Required | 2 | Years |
Demonstrated experience with process development, documentation and mapping | Required | 3 | Years |
Excellent verbal and written communication skills | Required | 5 | Years |
Strong organizational skills | Required | 5 | Years |
Knowledge of project management | Required | 3 | Years |
Ability to develop and/or improve service enabling processes | Required | 3 | Years |
