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CACI International Tier I Service Desk Analyst - GCSS Program in Chantilly, Virginia

Job Description

CACI is seeking Service Desk Analysts for the Marine Corps ERP, Global Combat Support System - Marine Corps (GCSS-MC).

Overview:

GCSS-MC which is a multi-increment program of record for Logistics Chain Management (LCM) that is intended to modernize the entire United States Marine Corps (USMC) logistics architecture systems and management capabilities. It provides near real-time visibility of retail supply, wholesale supply, equipment maintenance, and repair transactions. GCSS-MC is a Major Automated Information System (MAIS) Acquisition Category (ACAT-I) program that utilizes Oracle R12 E-Business Suite (EBS) and Oracle 10g Commercial Off-The-Shelf (COTS) applications with customization of Reports, Interface, Conversion and Enhancement (RICE) objects.

What You'll Get to Do: You will work as a member of the Enterprise Service Desk Tier 1 organization located in Chantilly Virginia. The GCSS-MC Tier 1 Service Desk’s mission will be to provide the highest level of customer support to the GCSS-MC end-users 24/7/365. The candidate will be the first line of contact to GCSS-MC end-users reporting issues, requesting services, and seeking guidance in their utilization of the GCCS suite of software. You will be trained to utilize the ServiceNow ITSM and CACI’s ISO 20000 and ISO 9001 certified Quality and Service Management plan in order to assist in meeting all contractual obligations. Additional duties may include:

  • Engage/diagnose/analyze all incoming incidents surrounding the GCSS-MC system (via phone, email, self-service entries). Resolve all possible issues by leveraging training material and existing ticket data within the ServiceNow ITSM, minimizing the need for issue escalation.

  • Develop/Review/Approve process and training documentation related to GCSS-MC system and accompanying support.

  • Utilize the sandbox/development environment to research and recreate user scenarios in order to troubleshoot issues.

  • Excel in communicating solutions to external users and also in working collaboratively with teammates.

  • Independently apply critical thinking strategies for all business process actions to be able to assist users through any function/action in the system.

  • Work with both technical and non-technical users in order to convey appropriate solutions based on the user’s level of understanding.

  • First Contact/First Level Resolution utilizing existing ticket data within the ServiceNow ITSM and product documentation.

    1. Create Incidents/Service Requests for all customer interactions where the user contacts the Enterprise Service Desk via phone, voicemail, email, Internet, walk-in or other utilizing the ServiceNow ITSM System.
  • Adhere to pre-defined Service Level Agreements and Standard Operating Procedures that flow up to an overarching Quality and Service Management Plan that ensure contractual metrics and obligations are met.

  • Assist with Tier 1 trending of data in order to ensure continual improvement is circulated throughout the program in key areas such as development, training, and customer support.

  • Provide advice and recommendations on process best practices.

  • Perform analysis on GCSS-MC issues that are reported into the Service Desk by the User community.

  • Work with users to understand and define needs and develop and recommend solutions.

  • Work with users to determine if the issues they are encountering are defects to the system or a training issue.

  • Participate in adhoc projects that involve product testing, documentation reviews, and problem clarification.

  • Document System Monitoring incidents to report discrepancies and threshold breaches.

Qualifications for Mid-Level Analyst:

  • Must be a U.S. Citizen and able to pass a background investigation

  • Customer Support experience working in a Service Desk, Technical Desk, or Service Desk facility is highly desired. Directly relevant experience may substitute

  • Knowledgeable of GCCS-MC suite of software is a plus

  • Knowledgeable of Supply Chain Management software is a plus

  • Knowledgeable of Oracle EBS is desired

  • A former US Marine Corp Veteran is a plus

Qualifications for Senior-Level Analyst:

  • Must be a U.S. Citizen and able to pass a background investigation

  • Bachelor of Science (BS) in, related degree or 3-5 years of equivalent experience.

  • Customer Support experience working in a Service Desk, Technical Desk, or Service Desk facility

  • Ability to learn new technologies quickly (MS Operating Systems, Office Products, and ServiceNow).

  • Two or more years’ experience with Oracle EBS highly desired

  • Knowledgeable of GCCS-MC suite of software.

  • Knowledgeable of Supply Chain Management software.

  • Marine Corp Veteran.

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-Chantilly-VA-VIRGINIA SUBURBAN

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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