Provide technical expertise in the support of the Department of Veterans Affairs (VA) End User support and Operations Monitoring contract within Major Incident Management (MIM).
Serve as the primary point of contact for clients, ensuring that their expectations align with service offerings.
Develop and track that all services meet agreed SLAs and key performance indicators (KPIs), reporting any deviations to clients and management.
Coordinate and oversee the resolution of incidents, ensuring timely response and effective communication with clients.
Entersekt is a leader in digital banking fraud prevention and payment security, including mobile authentication, mobile app security, and 3-D Secure authentication. They enable secure digital transactions for leading financial institutions globally and protect the digital transactions of over 210 million active users.
Own and manage high‑priority, business‑critical customer escalations through resolution.
Actively triage incoming critical cases and review long‑running incidents to determine next actions and risk mitigation.
Deliver clear, concise, and executive‑level written and verbal communications throughout the incident lifecycle.
Blueprint Technologies is a technology solutions firm headquartered in Bellevue, Washington. They are unified by a shared passion for solving complicated problems, and leverage cutting-edge technology to create additional revenue streams and new lines of business for their clients.
Plan and execute all System Administrative tasks related to Platform Operations; direct and mentor junior admins.
Manage ServiceNow instance configuration, upgrades, patching, and system health.
Monitor platform performance and proactively identify and resolve system issues.
Kentro, formerly IT Concepts, is committed to advancing customers' missions, fostering professional growth, and making a positive impact on communities through innovation and collaboration. Kentro embraces a future centered around growth, innovation, and achieving extraordinary milestones within a supportive community.
Design, develop, and maintain solutions on the ServiceNow platform.
Take ownership of ServiceNow platform functionality, ensuring scalability and stability.
Implement and enhance incident management, risk, and operational resilience workflows.
Smart Working believes your job should feel right every day and welcomes you into a genuine community that values your growth and well-being. They break down geographic barriers and connect skilled professionals with outstanding global teams and products for full-time, long-term roles.
Lead Level 1-3 Service Desk analysts and engineers, aligning performance with team and career goals
Manage daily support operations, escalations, and SLAs for external client support
Improve service management, processes, automation, and first‑call resolution
Experian is a global data and technology company, powering opportunities for people and businesses around the world. A FTSE 100 Index company listed on the London Stock Exchange, they have a team of 23,300 people across 32 countries and a people-first culture.
Lead and manage the India-based End User Services and Enterprise Service Desk (Level 1) team.
Ensure adherence to established SLAs and service delivery standards for incident resolution and service requests.
Drive continuous improvement initiatives, including automation of service desk workflows.
Oportun is a mission-driven financial services company that aims to help its members reach their financial goals. They empower members with capabilities for borrowing, saving, and budgeting, in order to build a better financial future.
Provide remote troubleshooting support for proprietary software, desktop, network, and mobile device issues (incidents), and customer requests (for example, password resets) via multiple support channels (phone, email, chat, and ticket queue).
Make outbound service calls to customers (returning voicemails, providing status updates/follow-up, gathering more information).
Resolve issues using Knowledgebase articles.
Peraton is a next-generation national security company that delivers trusted, highly differentiated solutions and technologies to protect our nation and allies. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces.
Provide enterprise level technical and functional support for Ivanti Enterprise Service Manager products to global customers, partners and internal staff through troubleshooting and diagnosis
Participate in the continuous improvement of Ivanti products, solutions and platforms
Maintain team goals and objectives, ensure customer communication is timely, maintained and appropriate
Ivanti is a global leader in IT systems and security management, service management, asset management, and mobility management solutions. They help organizations reduce risks and costs associated with managing their IT environment and value every voice, fostering an inclusive environment.
Lead project teams to deploy solutions on the ServiceNow platform
Architect and design complex solutions
Create written deliverables for project documentation
Jobgether uses an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. The system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company.
Act as the primary gatekeeper and incident manager for all open escalations during US hours.
Proactively coordinate with internal teams to unblock stalled escalations.
Partner with the Support Operations Manager to translate monthly governance reports into actionable tasks for our accounts.
Aera Technology is a Decision Intelligence company that delivers innovation and services that enable enterprises to operate sustainably, intelligently, and efficiently. Established in 2017 and headquartered in Mountain View, California, they're a series D start-up.
Support the onboarding of new software titles into ServiceNow SAM Pro, including requirements gathering and documentation.
Collect and analyze data on software title usage, versioning, contract end dates, and license information.
Research VA-owned software solutions that can replace underutilized third-party applications.
IT Concepts dba Kentro drives innovation and fosters collaboration, committed to advancing customers' missions and professional growth. They are a close community of experts that pride themselves on creating an environment defined by teamwork, dedication, and excellence.
Own and maintain the ServiceNow product backlog for Managed Services.
Translate business requirements into clear user stories and acceptance criteria.
Stay current on ServiceNow releases, features, and roadmap changes.
Trace3 provides technology solutions and consulting services. They employ more than 1,200 people all over the United States and their culture embodies the spirit of a startup with the advantage of a scalable business.
Recruit, hire, and train high-performing technical support teams across global locations.
Oversee support delivery for one or more product suites, ensuring contractual coverage.
Foster a culture of inclusion, growth, and accountability within the team.
Granicus provides technology that transforms the Govtech industry by connecting governments and constituents. They have served 5,500 federal, state, and local government agencies and over 300 million citizen subscribers, empowering stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada.
Executes IT transition and transformation activities for Managed Services.
Manages project scope, work plan, resources, timeline, and deliverables.
Keeps project team and leadership updated on project status and risks.
Ahead builds platforms for digital business by weaving together cloud infrastructure, automation, analytics, and software delivery. They help enterprises deliver digital transformation and prioritize creating a culture of belonging, where all perspectives are valued; they are an equal opportunity employer.
Ensure successful delivery of Managed Service solutions, including onboarding new clients and managing existing clients.
Work with clients to ensure key performance items within Managed Service Agreements meet or exceed expectations.
Coordinate regularly scheduled meetings with customers to deliver monthly reporting metrics and address concerns.
Trace3 is a leading Transformative IT Authority, providing technology solutions and consulting services to clients. They empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate and employ more than 1,200 people all over the United States.
Designs business-focused solutions in ServiceNow to ensure systems meet requirements.
Partners with Business Analysts, ServiceNow Administrators, and Developers to produce technical specifications.
Leads or participates in discovery calls and workshops as a ServiceNow subject matter expert to identify business needs.
Connection guides the connection between people and technology. They have a team with a multitude of backgrounds, experiences, and perspectives, which drives them to innovate and create technology solutions that stand apart from the crowd.
Act as a senior escalation point for complex issues and provide expert technical guidance.
Partner with Engineering, Product, and Customer Success on initiatives that improve delivery quality.
Identify, design, and help deploy automation that improves efficiency, accuracy, and consistency across Operations.
Fixify aims to improve service delivery through automation and AI. They are looking for someone who enjoys deep technical problem-solving, mentoring others, and shaping how Fixify’s platform and AI capabilities evolve in real-world customer environments.
Serve as trusted advisor as part of the security division’s leadership team, actively shaping the program direction.
Build and mature incident response runbooks, procedures, and capabilities.
Foster a defense first mindset through actionable incident retrospective mitigations to close defense gaps, making GitLab a hard target for attackers.
GitLab is the intelligent orchestration platform for DevSecOps. They enable organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. GitLab values a high-performance culture driven by values and continuous knowledge exchange.
Monitor ticketing system service boards, inbound email, and receive inbound phone calls.
Act on requests and notifications in accordance with defined procedures, which vary by client.
Self-manage assigned tasks in accordance with Service Desk guidelines.
Trace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to its clients. They employ more than 1,200 people all over the United States and their culture embodies the spirit of a startup with the advantage of a scalable business.
Engage in platform administration, configuration, and development.
Deliver value in a large, complex fast-paced environment.
Support, administration, configuration, and development to meet customer needs.
Peraton is a next-generation national security company that drives missions of consequence spanning the globe. They deliver trusted, highly differentiated solutions and technologies to protect our nation and allies, operating at the critical nexus between traditional and nontraditional threats.