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Outreach SME

Req #: 234973
Location: Annapolis Junction, MD US
Job Category: Information Technology
Minimum Clearance Required: TS/SCI with Polygraph

Job Description

Next Century, a wholly own subsidiary of CACI is searching for a Outreach SME to join our team in Annapolis Junction, MD!

Provide direct user support and response to customers using Tools for questions regarding account administration, system and network status. Support/interface with the customer via phone, VTC, email, chat, and applicable online presence, such as JIRA, Confluence, SharePoint, and SpySpace.

             Ability to lead a team

             Respond to system issues and perform first level corrective maintenance

             Enter issues via a problem tracking tool

             Follow and maintain current Standard Operating Procedures (SOPs) and documented Outreach Service Level Agreements (SLAs)

             Responds to complicated user questions

             Escalate complex system questions to Tier II Support and appropriate Government stakeholders

             Escalate complex issues within the SD Outreach Team

             Monitor the health and status of current systems

             Prepare routine metrics and system availability reports

             Escalate complex system questions to Tier II Support and appropriate Government stakeholders

             Identify common user challenges and work with development teams, UX teams, and product leads

             Shall maintain and update the ticket tracking tool

             Create metrics reports for system availability as well as user support

             Assist in orienting, training, assigning, and checking the work of lower level employees

             Provides advice, guidance, and direction to other technical help desk technicians with complicated user questions or requests

             Interacts with the Government regarding Systems Engineering technical considerations and for associated problems, issues or conflicts

             Provide first line communications to the customer CSC team to ensure appropriate operational awareness is available in a timely and concise manner

             Create additional SOPs as needed to perform corrective maintenance

             Provide data flow troubleshooting, network troubleshooting, troubleshooting and diagnosing software and hardware issues

             Provide customer follow up to ensure questions have been answered and collect feedback

Ten (10) years of demonstrated hands-on experience with A Intelligence Community (IC) tools and capabilities. High school diploma or equivalent required. Bachelor’s degree from an accredited university is highly desired. Understanding of product workflows in an operational setting. Operational experience as an analyst preferred.

What We Can Offer You:

- We’ve been named a Best Place to Work by the Washington Post.

- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.

- We offer competitive benefits and learning and development opportunities.

- We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.

- For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.


Job Location

US-Annapolis Junction-MD-BALTIMORE


CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

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