OLA Coordinator -1763 - KeyLogic Systems

KeyLogic is seeking an OLA Coordinator to support a major national laboratory.

The service desk consists of a centralized service desk and related roles tied to specific networking/telecom functions. The centralized service desk is the entry point and owner of first tiers of support (based on Information Technology Infrastructure Library’s (ITIL®) definition of tiers). Requests are received via phone calls, emails, chats, and web submittals.

The service desk is responsible for (1) delivering remote IT support by creating, maintaining, and using knowledge articles1 and (2) performing basic troubleshooting to resolve, capture, report, or route incidents and requests. Some of the service desk's functions are replicated in the network/telecom areas.

Responsibilities:

The primary role of the OLA Coordinator is to review, maintain & coordinate the development of Operational Level Agreements (OLA) & Work Instruction (WI) between the client’s IT Help Desk & its support partners.  Other responsibilities include:

• Coordinating meetings.
• Engaging with Partners, both new and existing agreements.
• Negotiating Support levels.
• Development of new OLAs.
• Managing OLAs & WIs in the appropriate repositories.
• Briefing leadership on the OLA & WI status.
• Training staff on new OLAs & WI.
• Training staff on changes to Work Instructions & OLAs.
• Review & revise existing OLAs.
• Provide Reports as requested on Service Desk’s Adherence to agreements.
• Champion the Knowledge Management (KM) initiative & provide support for its continued adoption experience of KM concepts & tools within the Remedy application.
• Create & share knowledge relevant to solving technical issues.
• Review knowledgebase articles to determine quality of information being provided.
• Assist in the ongoing administration & maintenance of Knowledge Base.
• Serve as a subject matter expert at the Service Desk regarding support of KM, specific applications, & hardware.
• Analyze content of resolved tickets & promote information to knowledgebase articles as appropriate while keeping knowledgebase articles current.
• Participate in the orientation & training of new employees.
• Responsible, in conjunction with Service Desk management, for providing on the job training for all technicians.
• Partner with team members to educate with new solutions & assist other technicians.
• Achieve & maintain knowledge of all applicable Service Desk procedures.
• Identify technical issues & assist with the development of solutions surrounding Incident Management, Knowledge Management, & Problem Management.
• Appropriately document all required information into all environments used at the Service Desk.
• Consistently meet required productivity expectations.
• Mentor Technicians to increase overall knowledge.
• Participate in Service Desk Projects and initiatives.

Qualifications:

• Associate’s degree in MIS, Computer Science, Communications, or other relevant discipline (e.g. Technical Writing) and a minimum of 2 years of applicable experience in a similar, fast paced IT support environment.
• In lieu of degree, an additional 3 years of relevant experience, totaling 5 years’ experience is acceptable.
• S. citizenship is required per contract to obtain and maintain U.S. Department of Energy Q security clearance.
• Knowledgeable in the ITIL process framework including concepts & best practices.
• Excellent writing, public speaking & presentation skills; technical writing background is a plus.
• Willingness & ability to quickly learn new tools, approaches & concepts.

Desired Qualifications

• Ability to work independently but also as a member of a team.
• Accustomed to and comfortable with working in a fast-paced & deadline-driven environment.
• Meticulous & detail oriented.
• An Active Security Clearance