Service Support Analyst- Senior

Collaborate with the Physical Security Administrative Assistant, the Physical Security Inventory Analyst, the ServiceNow team, and other supporting DIT-Transportation IT teams regarding the development and improvements of Physical Security related program features within ServiceNow. • Manage and track the progression of future scheduled sites along with the Physical Security Manager and the IT-EMS Application Support Team; and provide weekly updates on security assessment requests from customers for the FACS Support Team.

This position will support duties consistent with documenting and coordinating activities with respect to physical security operations, operating and familiarity with the Genetec software and all system components deployed (FACS) for Physical Security.
• Develop, manage, track, and maintain the preliminary and updated Physical Security Site Survey Diagrams.
• Collaborate with Vendor to ensure final drafts of the Site Survey diagrams are representative of the equipment and hardware at a Client Site or Location and stored in the Physical Security document repository including when modifications occur.
• Manage and track the progression of future scheduled sites along with the Physical Security Manager and the IT-EMS Application Support Team; and provide weekly updates on security assessment requests from customers for the FACS Support Team.
• Maintain Physical Security standard operating procedures, policies, reports, and other documentation in collaboration with the Physical Security Administrative Assistant, Inventory Specialist, and Physical Security Manager.
• Submit and monitor progression of incidents and requests for FACS services in collaboration with the FACS IT-Application Support team using ServiceNow.
• Support inventory activities as needed and/or in the absence of the Physical Inventory Specialist
• Work with the Vendor Technicians to test and confirm proper operations of FACS devices and equipment for service calls, track and update status of assigned tasks within ServiceNow
• Confirm with the site point of contact regarding scheduled work to be performed by the Vendor, which includes preventative maintenance, repairing/replacing malfunctioning equipment, additions, modifications, and relocations.
• Provide guidance, training, and support to new and existing Physical Security colleagues as needed.
• Collaborate with the IT-Application Support team to maintain the Physical Security internal SharePoint site.
• Generate and review various audit reports to identify risks, faults, and areas of development within the access control system.
• Execute the necessary actions to resolve the identified risks, faults, and areas of development within the access control system to ensure the safety and security of Client facilities.
• Collaborate with the Physical Security Administrative Assistant, the Physical Security Inventory Analyst, the ServiceNow team, and other supporting DIT-Transportation IT teams regarding the development and improvements of Physical Security related program features within ServiceNow.
• Participate in system upgrades to the access control system with other Physical Security and FACS IT-Application Support team
• Other job duties as assigned by Physical Security Management

Skills	Required	Required Experience	Candidate Experience	Last Used
• Ability to proactively identify and manage situations requiring complex communication for internal and/or external audiences	Required	6		Years
• Ability to recognize and fully understand the limitations of business information systems in relation to business processes	Required	6		Years
• Ability to exercise creative and critical thinking in evaluating complex situations and developing solutions	Required	5		Years
• Ability to forecast level of future agency requirements	Required	5		Years
• Ability to make recommendations on issues that affect the direction of business	Required	6		Years
• Ability to identify and address the root cause of the issues	Required	6		Years
• Ability to set short and long-term goals	Required	5		Years
• Ability to interact and communicate with all levels of management and personnel	Required	6		Years
• Self-motivated with a can-do attitude	Required	6		Years
• Working knowledge of office applications (i.e., MS Excel, MS Word, MS Outlook, Visio, and PowerPoint) and standard office equipment	Required	6		Years
• Experience with Adobe Acrobat	Required	5		Years
• Working knowledge and experience with the ServiceNow applications	Required	6		Years
• Excellent writing skills, knowledge, and ability to write policies and procedures	Required	5		Years
• Ability to create step-by-step process flow charts	Required	5		Years
Preferred Associate's degree in business or information technology from an appropriately accredited institution with 6 years of experience	Desired	6		Years
Bachelor's degree from appropriately accredited institution in business, information technology or a discipline related to this position	Nice to have	4		Years

 

Description	Questions	Answers
Question 1	Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement?
Question 2	All work must be completed on-site. Do you accept this requirement?
Question 3	Please list candidate's email address.
Question 4	Please indicate how soon this candidate is available to start work. Vendors are encouraged to submit candidates that are available for the duration of the assignment.
Question 8	Payment for all approved hours will be paid at the straight hourly rate regardless of the total hours worked by the engaged resource. It is the responsibility of the supplier to adhere to any applicable compensation laws including payment for overtime hours. Do you accept this requirement?
Question 9	Please confirm you have thoroughly validated, and attest to the accuracy of, the credentials listed throughout this candidate's VectorVMS profile and resume pursuant to Section 5.2.5 of ITS-009440. Do you confirm?