General Dynamics Information Technology IT Workforce Optimization Specialist – Telework in Falls Church, Virginia
General Dynamics Information Technology (GDIT) is seeking highly motivated technical professionals who are eager to play a major role in IT transformation at Government agencies in the aviation and other transportation fields.
This is a telework position. Onsite support will be required as requested by customer.
The IT Workforce Optimization Specialistmust demonstrate very strong interpersonal skills as well as provide excellent customer service and will perform the following:
Has excellent communication skills and proactively follows up on IT service requests/IT problem tickets until customer confirms resolution
Leads workload planning and assignments ensuring all service center agents are correctly and adequately assigned work and are efficiently utilized to improve the service performance
Reviews and analyzes support queues workloads to ensure coverage and workload productivity adequacies
Makes real-time workforce optimization adjustments based on call/ticket volume and activity to achieve established service level goals
Leads and coordinates peak volume workforce optimization adjustments ensuring no degradation of service
Leads and coordinates workforce support for planned and unplanned outages
Analyzes historical and current service ticket data trends to efficiently determine staffing needs, create accurate schedules and ensure service levels are met or exceeded
Continually reviews, analyzes workforce management and productivity reports to develop recommendations for improved efficiencies
Maintains current knowledge of relevant technology as assigned
Participates in special projects as required
Bachelors Degree in Computer Science or a related technical discipline.
1) 5 – 8 yearsdirectly related experienceproviding workforce management support
2) Required Certification: HDI
3) Other Certification:CompTIA A+, CCNP
4) Significant demonstrated hands-on experience with ITSM tools (BMC Remedy preferred)
For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
Job FunctionInformation Technology
Security Clearance LevelNone
Full/Part TimeFull Time