Job ID: 2024-8134 Type: Full Time W/Benefits Ret Match # of Openings: 1 College Park, MD
Overview
The Program Analyst II position will play a pivotal role in ensuring the successful execution and management of various programs and projects within the contract. You will be responsible for providing analytical support, monitoring program performance, identifying areas for improvement, and facilitating communication between stakeholders. This position requires a keen eye for detail, strong analytical skills, and the ability to work effectively in a dynamic and fast-paced environment.
Key Responsibilities:
Manage and work ticket queues in ServiceNow.
Actively monitor for unassigned tickets and take ownership to resolve.
Process requests for ticket transfer, escalation, or re-assignment.
Categorize and assign tickets to the appropriate team.
Follow up on customer tickets daily (including tickets belonging to other team members)
Troubleshoot & resolve Red Hat Linux v7 & v8 issues in person, by phone or email.