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Internal Application: Queue Manager

Program/Project Engineers | Annapolis Junction, MD | Full Time

Job Description

About Us: Innovating to solve real-world problems

At Bridges, an Applied Insight Company, we leave no stone unturned in solving our customers’ technology challenges. Supporting the Federal Government with the strongest mission focus, our solutions empower people to collaborate more effectively in delivering services vital to the nation.

On joining the Bridges, an Applied Insight company team, you’ll be working to solve real-world problems on missions that matter with people who share your passions and encourage your ambition. It’s vital to us that we hire committed people who are great at what they do. We return that commitment by empowering them with the autonomy, the support and the tools they need to fulfill their true potential.

 

A day in the life (just a few of the things you may do on any given day):

As the Queue Manager you will work with ServiceNow (SNOW) ticketing system for Network Security client. Successful candidate will have an understanding of ticket metrics, great customer outreach and communications skills, ability to work directly with 25 senior network and firewall engineers

 You will excel in this role if you:

Contribute to development of sections of systems engineering documentation such as System Engineering Plans, Initial Capabilities Documents, Requirements specifications, and Interface Control Documents. Manage system requirements and derived requirements to ensure the delivery of production systems that are compatible with the defined system architecture(s) – Department of Defense Architecture Framework (DoDAF), Service-oriented Architecture (SOA), etc. Assist with development of system requirements, functional requirements, and allocation of the same to individual hardware, software, facility, and personnel components. Coordinate resolution of action items from Configuration Control Board (CCB) meetings, design reviews, program reviews, and test reviews that require cross-discipline coordination.

 What we are expecting from you (i.e. the qualifications you must have): 

  • Bachelor’s degree and one (1) year experience or five (5) years' experience working with customer technology and support requirements.
  • Strong time management and communication skills
  • Ability to adapt and prioritize work independently in a dynamic environment
  • Strong interpersonal and presentation skills
  • Experience with desktop environment, local area networks, telephony, voice, land mobile radio, and/or video desired
  • Experience with ITSM tools, specifically ServiceNow
  • Experience working in a customer service role desired
  • Experience with supporting high priority tickets

 What we will provide in return: Excellent compensation and amazing benefits 

  • Multiple health insurance options from CareFirst which include a PPO plan and 2 HMP Plans
  • 401k Immediate Vesting. Company matches 100% of the first 3% contributed and 50% of the next 2% contributed. 3% 401K profit share contribution. 
  • Fully paid long-term disability, short-term disability, and life insurance.
  • Flexible Spending Account options.
  • Generous paid time off that includes one bucket of leave to use how the employee sees fit; sick and vacation. Plus 80 hours of Holiday leave (10 days)
  • Flexible work schedules with the ability to bank extra hours for additional time off. -per month
  • Everyone is eligible for an annual bonus based on performance
  • Employee centric culture and a belief that we should empower those who are good at what they do and then give them the tools they need to achieve success and grow their career. 
  • A commitment to learning and growth and easy ways to achieve both including a training budget, education assistance, mentorship programs and collaborative learning sessions. 
  • A collaborative environment that fosters communication and an open door policy.