Service Desk Operator
Convergenz
Washington, DC
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JOB DETAILS
LOCATION
Washington, DC
POSTED
28 days ago
Service Desk (Event Management Support)
1. Core Technical Competencies - Ticket triaging and Task Management
• Working knowledge of ITIL-based Event, Incident, and Problem Management practices
• Experience with ServiceNow (or comparable ITSM platform) for ticket creation, categorization, prioritization, escalation, and lifecycle management
• Familiarity with infrastructure monitoring tools - optional (OEM, OCI Monitoring, security tools, system alerts)
• Ability to follow SOP and guidelines to interpret system alerts, log messages, job failures, and monitoring outputs
• Nightly ETL batch job monitoring experience
• Understanding of severity classification (P1–P4) and SLA-driven response requirements
2. Mailbox, Incident and Event Handling Skills
• Ability to perform structured event triage and impact assessment
• Experience coordinating Major Incident bridges
• Ability to apply escalation matrices and engage appropriate on-call technical teams
• Strong documentation skills to ensure complete and audit-ready ticket records
• Ability to track incidents through resolution across shift transitions
• Ability to handle Alert and escalation management
3. Communication and Coordination Skills
• Clear and professional written and verbal communication
• Ability to provide real-time status updates during high-pressure situations
• Experience communicating with:
1.Technical teams (DBA, Infra, Security, Application)
2.Client
3.Federal or regulated environments (preferred)
• Ability to facilitate bridge calls and maintain structured communications
4. Analytical and Operational Skills
• Ability to differentiate between:
1. Informational events
2. Actionable alerts
3. Critical incidents
• Basic troubleshooting mindset (without performing deep remediation)
• Ability to identify patterns or recurring events requiring escalation to Problem Management
• Strong time management skills in a 24x7 operational environment
Required Skills:
ETL monitoring, DBA/ infrastructure monitoring, Monitoring outlook mailbox, Service Now operational capability
Preferred Skills:
Microsoft Powerpoint, Microsoft Excel, Microsoft Visio, Microsoft Word
About the Company
C
Convergenz
"An Opportunity to Help"
It started on day one. Convergenz, LLC began in July 2000, at what was fast evolving into the “Dot Com bust” and a rapid rise in unemployment. Our own customers were getting laid off en masse and sending us their resumes, desperate for work. Despite the recession that followed, little by little, we were able to successfully help find people opportunities; and as a company survive this difficult time in our economy. Over ten years later, our mission of connecting people with jobs has never seemed more important.
By the nature of the Staffing Industry, Convergenz is in a unique position to help, and positively affect peoples’ lives. For over a decade we have been able to assist professionals through historically turbulent times in the American economy. From the Dot-Com bubble, through the post 9/11 wave of layoffs, and the “Great Recession” of 2008—we have been able to offer help and resources to people who have needed access to new career opportunities. Whether it was making a major career change, or simply needing to be placed on a contract assignment to get through “right now”—we hope that we are able to help our consultants and clients through these times of uncertainty.
When we think of what sets us apart from our competition, we immediately come back to the fact that we have big company success but do it with a small company touch. Hands on, no red-tape, responsive to peoples’ needs, inquiries, and requests. In other words—Provide Great Service All the Time. When we founded Convergenz, we set out to build a firm that we would want to work for. Be a successful business – but do it the right way, in the boardroom and in the community.
Every day is an exercise in self-reflection —we look to get better, to learn, and grow. We set out to make a positive difference every day, and take pride in the results.
It started on day one. Convergenz, LLC began in July 2000, at what was fast evolving into the “Dot Com bust” and a rapid rise in unemployment. Our own customers were getting laid off en masse and sending us their resumes, desperate for work. Despite the recession that followed, little by little, we were able to successfully help find people opportunities; and as a company survive this difficult time in our economy. Over ten years later, our mission of connecting people with jobs has never seemed more important.
By the nature of the Staffing Industry, Convergenz is in a unique position to help, and positively affect peoples’ lives. For over a decade we have been able to assist professionals through historically turbulent times in the American economy. From the Dot-Com bubble, through the post 9/11 wave of layoffs, and the “Great Recession” of 2008—we have been able to offer help and resources to people who have needed access to new career opportunities. Whether it was making a major career change, or simply needing to be placed on a contract assignment to get through “right now”—we hope that we are able to help our consultants and clients through these times of uncertainty.
When we think of what sets us apart from our competition, we immediately come back to the fact that we have big company success but do it with a small company touch. Hands on, no red-tape, responsive to peoples’ needs, inquiries, and requests. In other words—Provide Great Service All the Time. When we founded Convergenz, we set out to build a firm that we would want to work for. Be a successful business – but do it the right way, in the boardroom and in the community.
Every day is an exercise in self-reflection —we look to get better, to learn, and grow. We set out to make a positive difference every day, and take pride in the results.
COMPANY SIZE
500 to 999 employeesINDUSTRY
Staffing/Employment Agencies
FOUNDED
2000
WEBSITE
https://conv.com/