Customer Advocate - Military veterans preferred

2021-05-27
ManTech (www.mantech.com)
Other

/yr

  full-time   employee


Rockville
Maryland
20857
United States

Secure our Nation, Ignite your Future

Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first.  At ManTech International Corporation, you’ll help protect our national security while working on innovative projects that offer opportunities for advancement.

Currently, ManTech is seeking multiple motivated, career and customer-oriented Customer Advocates to join our team on a large enterprise data center operations project. You will be the liaison between the Business Center Software Development, IT Operations teams, and Enterprise Data Center Operations to advocate for the Business Center’s priorities and issues resolution from the Data Center Operations. This position is in both Rockville, MD and Jefferson, AR.

Responsibilities include, but are not limited to:

Service Delivery Oversight

  • Coordinate the communication, clarification, and implementation of Business Center's infrastructure and application requirements to the Data Center
  • Coordinate and monitor all service requests from Business Center to Data Center and ensure quality service delivery
  • Ensure compliance with Business Center’s expectations, SLAs, and Quality Assurance measures for Data Center services
  • Coordinate issue root cause analysis
  • Serve as the point of escalation for all support tickets

Communication

  • Relay information about Data Center products and services to Business Center
  • Coordinate the communication, escalation, and resolution of all Data Center infrastructure capacity and performance issues impacting applications, tools, and databases to Business Centers stakeholders

Infrastructure & Operations Strategic Guidance

  • Provide infrastructure and engineering architectural design consultation to Business Center for server provisioning, storage, and network needs. Assist with the creation and\or validation of application infrastructure documentation, (e.g. Current State Diagrams (CSD), Target State Diagrams (TSDs)).
  • Attend CCB meetings (e.g. Active Directory, Infrastructure, Desktop, Telephony) to represent Business Center's interests on proposed CRs
  • Attend status and requirements meetings

Required Qualifications

  • Knowledge of FDA Center business operations and systems: CBER, CDER, CDRH, CFSAN, CVM, CTP, ORA, OC, OCE
  • Experience with Data Center operations, including infrastructure, performance,
  • Experience with operations and maintenance of on-premises and cloud-based IT solutions
  • Outstanding communication and facilitation skills
  • Customer service-oriented mindset
  • Strong, proactive leadership capabilities.

Preferred Qualifications

  • ServiceNow experience

Security Clearance Requirements:

  • Must be a U.S. Citizen
  • Able to obtain and maintain a Tier 2 background investigation prior to starting this position.

Physical Requirements:

  • The person in this position must be able to remain in a stationary position 50% of the time.
  • Occasionally move about inside the office to access file cabinets, office machinery, or to communicate with co-workers, management, and customers, via email, phone, and or virtual communication, which may involve delivering presentations.

#LI-CS2

For all positions requiring access to technology/software source code that is subject to export control laws, employment with the company is contingent on either verifying U.S.-person status or obtaining any necessary license. The applicant will be required to answer certain questions for export control purposes, and that information will be reviewed by compliance personnel to ensure compliance with federal law. ManTech may choose not to apply for a license for such individuals whose access to export-controlled technology or software source code may require authorization and may decline to proceed with an applicant on that basis alone.

ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.

If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department at (703) 218-6000. ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access http://www.mantech.com/careers/Pages/careers.aspx as a result of your disability. To request an accommodation please click careers@mantech.com and provide your name and contact information.